You and your guest can now send and receive messages directly in our message center, accessible from the Blacklane app.
Messaging from the Blacklane app makes guest communication straightforward and professional.
We've created some handy guidelines in this short learning module to make sure you're up to speed on this exciting feature, and compiled some frequently asked questions below.
If you have any feedback on the chat feature we'd love to hear it. Please use the app feedback function in the You tab of your app.
We’ll be rolling this feature out on a city-by-city basis, so if you don't see in the app just yet don't worry! It will be available soon and we'll let you know when it is introduced where you are.
How do I access the guest chat feature?
You can open a chat with the guest for your next/ongoing ride once the ‘On the way’ button has been pressed.
When can I contact a guest via chat?
You’ll be able to message the guest from the time you press the 60 minute pickup button until the ride is marked as finished. Once the ride is over, the chat will not be accessible.
When should I message a guest?
Guests should only be contacted in order to ensure a smooth pickup experience. This refers to specific circumstances, for example if the pick up location is inaccessible or it is not possible to provide a conventional meet and greet at the airport due to restrictions or last minute changes.
It is not recommended to message the guest to let them know you have arrived at the pick up location as the app does this for you, but if you feel that reaching out will ensure the best experience possible, please feel free to do so.
How should messages to guests be written?
Messages should be written the same way you would speak to a guest: professional but friendly, polite, and positive. Slang should not be used.
What should I do if the guest does not respond?
If the guest does not respond to your message, do not repeatedly try to contact them. They will respond when they are able to. If you need to get in touch with the guest but have not heard back from them, please reach out to the Partner Care team using your app and they will try to call the guest for you.
What if the guest doesn’t have the Blacklane app?
It doesn’t matter. They will be notified by email/sms if you message them and they are not using the guest app.
How will I know when a guest has responded?
You will get a push notification when a chat has been opened with you or the guest sends their first reply. You won’t receive notifications for each subsequent message. Please make sure that the vehicle is at a complete stop and it is safe to check your messages before doing so.
Is guest chat available for on demand rides too?
Unfortunately the guest chat feature is not currently available for on demand rides.