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.
Track the flight: Monitor for any flight updates, delays, or early arrivals to adjust the pickup time before departing from your location. You must do this before pressing the 60 minute button in case of any changes in flight arrival time.
Buffer time: For airports and train station pickups, please remember that the scheduled pickup time may not be the same as the actual flight or train arrival. Guests may choose to have a buffer time between flight arrival and pickup time to allow for enough time to get through customs and collect their luggage — in fact, we recommend it. If a flight is early or delayed, please recalculate the pickup time accordingly, including the same amount of buffer time requested by the guest.
Dress professionally
Wear a suit and tie in a single dark color (black, dark grey, or dark blue). A long sleeve, white shirt and black dress shoes, either Oxfords or Derbys.
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).
Wait for the guest
For non-airport pickups, please wait for the guest outside the vehicle and refrain from contacting them before the pick up time. It is essential to represent yourself well in public, appearing alert and ready to greet the guest.
If the guest is late
Avoid contacting guests before the designated waiting time is finished. If you are unable to contact the guest after the wait time has ended, please contact the Partner Care team to approve a no-show before leaving pickup location.
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).
No-shows
If the guest can’t be found after you have attempted to contact them, please call Blacklane to request a no-show.
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.
Check for lost items
Make sure that the guest has not left any belongings behind in the vehicle. If you find a lost item, please place it in the boot/trunk or glove compartment of your vehicle and immediately contact the Partner Care team.
Finished ride
To complete the trip, push the "Finished ride" button after the guest has reached their
destination.
Feel free to download the operational guidelines leaflet below for future reference.