How WeKnow Embeds Bolt for Business into Heathrow Passenger Services for Instant, Transparent Onward Transport
WeKnow Group's Challenge
For more than 20 years, WeKnow has operated across all terminals at Heathrow Airport — one of the world's busiest transport hubs — providing real-time passenger assistance including onward transport, telecoms, accommodation, and tours. Their core proposition is that every arriving passenger, regardless of origin or familiarity with the UK, should leave the terminal with a clear, confident onward journey. Heathrow's passenger mix makes this operationally demanding. International arrivals are often tired, unfamiliar with UK transport options, and uncertain about pricing. Traditional ground transport options — black cabs, minicabs, pre-booked cars — present problems at the point of need: pricing opacity, lack of real-time availability, and the absence of instant, in-terminal booking. For first-time visitors or travellers needing additional support, the gap between arriving at the terminal and securing onward transport was a significant friction point in the passenger experience. WeKnow needed a mobility partner that could be booked instantly from a terminal kiosk on a passenger's behalf, provided full price transparency before commitment, and required no prior setup from the traveller. The service model is B2B2C: WeKnow agents book and escort — the passenger is the end beneficiary.
How Bolt for Business Solved It
In early 2025, WeKnow partnered with Bolt for Business to embed a tech-enabled ground transport option directly into their terminal service. Using Bolt's online booking portal, WeKnow agents book rides instantly from in-terminal kiosks on behalf of passengers, providing full price transparency across transport options before a commitment is made. Agents escort passengers to Bolt pick-up points positioned across the terminals, ensuring the journey from arrivals gate to onward ride is fully supported. The platform requires no account, app, or prior knowledge from the passenger — the agent handles the entire booking interaction. WeKnow is also planning full integration of Bolt's platform into its proprietary booking system, which will further streamline the workflow for agents and consolidate transport alongside their other passenger services. Bolt's CarbonNeutral® certified rides align with Heathrow's own sustainability commitments and give WeKnow a verifiable environmental credential in the onward transport they facilitate.
The Outcome for WeKnow Group
WeKnow can now offer arriving passengers an affordable, reliable ground transport option at the moment of need — removing the uncertainty that had characterised onward transport from the terminal. Price transparency before booking eliminates the pricing anxiety that frequently affects first-time UK visitors encountering black cab or private hire rates for the first time. Passengers who need additional guidance — first-time visitors, older travellers, those with complex needs — are accompanied to pick-up points by WeKnow ambassadors, making the service accessible in a way that self-service ride-hailing apps are not. Agent workflow is materially more efficient: a booking that previously required navigating multiple providers or making voice calls can be completed from the kiosk in seconds. Head of Digital Louise Markie: "Partnering with Bolt has allowed us to enhance the passenger experience at Heathrow. Travellers know they have an affordable, reliable ride option the moment they land."
What WeKnow Group Learned
WeKnow's case study represents a distinct use of Bolt for Business — not employee expense management, but service capability augmentation in a B2B2C model. WeKnow agents do not take rides; they book them for passengers. This is Bolt for Business being deployed as a customer experience tool, not a cost control one. The DT02 dimension is central to the value created. Heathrow's terminal environment is demanding for technology: it requires instant booking (the passenger is waiting), full price transparency (the agent is making a commitment on the passenger's behalf), and zero setup from the end user (international arrivals cannot be expected to have any specific app). Bolt's online booking portal satisfies all three constraints simultaneously. The alternative — a phone call to a dispatch service, or manually navigating competing platform apps — introduces delay and uncertainty at exactly the moment the passenger most needs reassurance. The SU01 angle is commercially relevant in the Heathrow context specifically. Heathrow operates under significant and growing environmental scrutiny — both from regulators and from the large proportion of sustainability-conscious business travellers who transit the airport daily. Offering CarbonNeutral® certified ground transport is a tangible, verifiable sustainability credential that differentiates WeKnow's service from conventional taxi dispatch. As Scope 3 business travel reporting becomes standard under CSRD and ISSB frameworks, the ability to confirm that an employee's onward transport from Heathrow was carbon-offset is a small but increasingly meaningful data point in corporate travel sustainability reporting. The planned integration of Bolt into WeKnow's proprietary booking system is the longer-term strategic signal: ground transport is becoming a first-class component of their service architecture, not a separate conversation a passenger has after the core engagement.
- Bolt for Business can operate as a customer experience platform, not just an employee expense management tool — the B2B2C model (agents booking rides for end customers) extends the use case beyond internal workforce mobility.
- In airport and travel-adjacent services, instant booking with price transparency and zero end-user setup is the product specification that matters — not the features built for regular business travellers managing their own expenses.
- CarbonNeutral® certified rides are a commercially differentiated offering in high-scrutiny travel environments like Heathrow, where sustainability credentials are increasingly part of the passenger service proposition and Scope 3 corporate travel reporting.
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