Blacklane partners with service providers to supply thousands of rides each day, all of which are performed to 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 Blacklane’s customer service policy and the costs that Blacklane and the partner will incur as a result of various service-related adjustments. We know this will lead to sustainable business for both our partners and for us.
If an incident occurs during a ride booked via Blacklane, the Framework Cooperation and Transportation Services Agreement reserves the right for us to adjust the remuneration payable to our partners as a reflection of the costs Blacklane may incur in relation to the incident. Among others, the adjustments may cover customer retention vouchers and handling effort. In the case of recurring or severe incidents, a temporary offline setting or a termination of the contract may apply.
To find out more about the incident review process, please see here.
Type | Payment for the ride | Agreed Costs
|
Chauffeur asked for tip [7] | Yes | 25% off + handling fee |
Chauffeur charged for ride in cash | No | 100% off + handling fee |
Chauffeur is late for pick up | Yes | 50% off + handling fee |
Dangerous driving style | Yes | 50% off + handling fee |
Harmful behavior | No | 100% + handling fee |
Local health & safety infraction | Yes | 10% + handling fee |
Behavior that does not meet professional standards | Yes | 50% off + handling fee
|
Lacked service standards | Yes | 25% off + handling fee |
Lost or damaged item during the ride | Yes | Case specific
|
Missing baby seat | Yes | 50% off + handling fee |
No pickup due to partner negligence | No | 50% off + handling fee |
No ride confirmation 60m ahead of pick up time not reachable, causing backup booking | Yes | Costs for the backup + handling fee |
Other (details in comment) | Yes | Case specific |
Solicitation, unauthorized subcontracting of ride, price collusion, or disclosing private information (FCTSA breach) | No | 100% off + handling fee + contractual penalty |
Vehicle state lacked agreed quality standards | Yes | 25% off + handling fee |
Wrong class vehicle sent | Yes | 50% off + handling fee |
Wrong review of extras sent | Yes | Correction of wrong review + handling fee |
Giving back a ride | No | 20% of ride price |
[1] Handling Fee is charged on all incidents to account for Blacklane’s amount of effort and time required to resolve the issue resulting from the incident.
[2] In case the chauffeur received the payment for the ride from the guest, we will adjust the remuneration payable to the partner in the next invoice.
[3] The costs for a short notice backup booking can be higher than the payment for the ride.
[4] Agreed costs are in place to reimburse for the retention vouchers we give to the passengers.
[5] The unauthorized subcontracting of rides is a safety issue. In case partners cannot fulfill their duties on their own, partners shall give back rides.
[6] When a partner accepts a ride, this is a binding contract. In case the partner cannot fulfill the contract, Blacklane will try to support the partner as much as possible, but the additional costs for the backup will be conveyed to the partner. In case Blacklane cannot find a new chauffeur for the ride, it will be considered a no pickup. If there are any questions regarding this overview, please email us at partnersupport@blacklane.com.
[7] An alternative process applies in New York, where Blacklane works with Tipjar in order to provide guests the opportunity to leave a gratuity for chauffeurs at the end of their ride. This option is exclusive to rides which are conducted in New York.