The arrival is the moment a trade client forms their opinion of the whole booking. It is also the moment most exposed to local variation, because it depends on an individual chauffeur in a terminal you have never seen.
Arrivals are executed against a written standard rather than left to local custom: where the chauffeur waits, how the passenger is identified, how long the wait is held against a delayed flight, and what happens when a passenger does not appear. Those points are the ones that generate complaints when they are left undefined.
Why it is documented
A standard that exists only as an expectation cannot be enforced against a supplier in another market. Writing it down means a failure is a measurable breach rather than a difference of opinion, and it means an account can tell its own client what will happen with some confidence.
