Blacklane handles thousands of rides each day, all of which are performed with the highest service standards in the ground transportation industry. We recognize that incidents do occasionally occur, and these are handled on a case-by-case basis to ensure partners know exactly what we expect of them.
If an incident is raised by one of our team, partners will receive an email requesting more information regarding the ride, in order to provide us with their perspective. This also ensures that all sides and views are acknowledged before a decision based on the available information is made. Please try to respond to this email within 3 days. If we do not hear back from you, we will assume that the description of the incident generated describes the issue accurately. Based on this information, adjustments may be made to upcoming invoices which could have an impact on your monthly remuneration.
More information regarding incident procedure can be found here.