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Operational Guidelines
Operational Guidelines

Blacklane's process expectations

Updated over a week ago

As a Blacklane partner, you provide safe, reliable transportation to ensure loyal customers and sustainable business. When you accept a ride, you agree to ensure your chauffeurs adhere to these standards. If you have any questions, please contact us via chat by pressing the orange icon at the bottom right of the screen.

Before the ride:

Account for requests and wait time

Fulfill any special requests. For airport pickups, confirm flight number and arrival time.

Dress professionally

Dark suit and tie with a white button up shirt and polished shoes or other standard livery dress for the area in which services are to be provided.

Safety standards & cleanliness

Ensure your vehicle meets safety and hygiene standards. Only Blacklane branding visible.

Vehicle assignment

Only the chauffeur and vehicle assigned to the ride or otherwise authorized by Blacklane may be used to provide the service.

60 min button

To provide appropriate trip information to passengers, push ‘60 min prior pick up’ 60 to 90 mins prior to pickup time.

“Emergency Cancel” button usage

Only press “Emergency Cancel” if an emergency causes the chauffeur to be unable to make it to the pickup on time and unable to call us. We will then call the chauffeur.

At the pickup:

Arrive early

Pursuant to the terms of the booking, arrive 10 minutes early to the pickup location and press the corresponding app button to inform the guest.

Digital pickup sign

Use the pickup sign provided in the confirmation email and app. Use a tablet to display it in order to provide secure identification to guests. We recommend using a tablet no more than 4 years old, with a minimum screen size of 9.7 inches (250mm).


If the guest can’t be found after attempts to contact them, call Blacklane to complete a no-show report.

Greet the guest

In order to provide secure identification of passengers and final destination, the chauffeur must provide their name, identify Blacklane, and must confirm the following with passengers upon introduction: CITY, LAST NAME, DESTINATION.

Drivers must also provide luggage assistance to all travelers pursuant to the terms of the booking. This can be accomplished informally by saying, for example,

“Welcome (“to CITY” if relevant), Ms./Mr./Mx. (NAME), I am your Blacklane chauffeur. We are driving to (DESTINATION), correct? Allow me to take your luggage.”

Assist the guest

Provide guest assistance per livery industry standards for the area in which the services are provided. (This could include, for example, opening doors for guests and stowing any luggage or assistive devices).

During the ride:

Passenger on board

In order to appropriately document the ride, push ‘Passenger on board’ before starting the engine.

Tailor the ride

Make sure to ask the guest if they would like any adjustments to the temperature, and if they have a preference for the radio station/music, or if they would like to connect their device via Bluetooth.

Estimate arrival

As a final confirmation of the booking terms and destination, tell the guest an estimated arrival time, taking potential traffic into account. Inform the guest that any extra stopovers or wait time will incur additional charges.

Safety first

Drive safely, abide by regulations, and avoid distractions/calls when guests are present.

End of the ride:

Confirm drop-off location

Confirm with the guest that it’s the right destination. Let them out on the appropriate side of the street.

All-inclusive payment

Fees, tolls, etc. are included and paid digitally — do not take cash payment for rides and do not ask for tips.

Drop off the guest

Provide guest assistance per livery industry standards for the area in which the services are provided. (This could include, for example, opening the doors and bringing luggage to the curb.) Contact Blacklane if a guest leaves any items in the car.

Finished ride

To complete the trip, push the "Finished ride" button after the guest has reached their


Feel free to download the operational guidelines leaflet below for future reference.

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