Plan ahead: Check which terminal to go to for an airport pickup or drop off before you leave, so you can drive distraction-free.
Take ownership: If a problem occurs during a ride, for example if you think you will be late for a pick up, let the Partner Care team know as soon as possible so we can support you in completing the ride.
Pickups: If picking up from a residential address, use Google Maps street view to find the best pickup spot and try to ensure that your guest can board the vehicle from a footpath or sidewalk.
Friendly professionalism: Smiling and being friendly with guests and those we work alongside in a professional manner is always appreciated. You don’t need to overdo it, but a chauffeur’s friendliness is often rated as the top reason for higher ride ratings.
Safety: Driving smoothly and asking if everyone is comfortable can go a long way in making guests feel relaxed and safe. Ensure you're leaving distance between you and the vehicle in front of you.
Informative: If you've established that the guest would like to chat, offer some interesting information about the areas you drive through.
Politeness: Courteous manners are expected in this industry as standard.
Phone etiquette: If Blacklane calls you during a ride, please inform the guest that Blacklane is calling and you must answer as it could be related to their journey. If the call is regarding a different transfer, please let Blacklane know you have a guest on board and inform the Partner Care team that you will call back once the current ride is completed. Taking any other calls is not allowed.
Communication: Clear and helpful communication with the guest is vital. Remember to be just as professional as you are in person when writing in-app messages to guests.
Vehicle: Keep your vehicle clean inside and out with all the required amenities - guests appreciate a vehicle which is well taken care of.
Radio: When a guest enters the vehicle, the radio should be turned off and preset to jazz or classical. Remember to ask your guest at the beginning of their journey if they have a preferred radio station. Make sure you have different types of radio stations saved to your favorites in case they ask to listen to sports, classical music, etc. Some guests may prefer to connect their device via Bluetooth.
Temperature: After checking the guest's preferences for the radio, make sure they are happy with the current temperature of the vehicle. We recommend having the default temperature of your vehicle at 22°C/71°F.
Provide water: For top-tier service, we recommend 2 bottles of water (or one per guest) be visible in the middle armrest: One sparkling, one still. The ideal options would be Evian or Fiji, 50cl/16.9fl oz bottles.
Additional costs: If the guest asks you to make an additional stop, a route change, or incurs extra wait time, make sure to let them know that an additional charge will be added to their invoice. Surprise expenses can generate bad ratings and additional costs for you and Blacklane.
Long journeys: If you are completing a particularly long journey, check if your guest wants to stop at any point to stretch their legs.
Removing baggage: When removing luggage from the trunk, place the suitcase on the sidewalk near the guest side before opening the door for them.
Lost & Found: After each ride, check both the seats and trunk to ensure guests have not left any items behind. If they have, store the items in the trunk or glove compartment and contact the Partner Care team immediately.
The Refresh: After a ride, check the cleanliness of the vehicle, refresh water bottles, tidy charging cables, and disinfect your vehicle by wiping down all of the frequently touched surfaces. The next guest should not notice there had been a previous guest in the vehicle.
