Sometimes you may have a guest that needs additional assistance during their Blacklane experience. This could be due to injury, old age, pregnancy, or a disability.
Disabilities where your assistance might be required include, but are not limited to, visual impairment, hearing or speaking impairment, and reduced mobility, such as using a wheelchair or crutches.
Always make sure you read the additional information field in a ride offer before you accept it, and again before you leave for the pickup location.
When first meeting the guest at the pickup location, pay attention to see if there are any visible indications they may need assistance in getting to and into the vehicle.
If you think a guest may need help, ask them first how you may assist. Do not insist if they say that no help is needed.
If you are not experienced in helping a guest with an impairment, do not be afraid to ask them for instructions. For example, "Would you kindly let me know what I should do to help you get in the car?"
If you are not sure you are assisting correctly, ask the guest if you are doing the right thing.
In cases of guests with reduced mobility or visual impairment, stand close by as they enter or exit the vehicle, so you can help should they fall back.
If the guest has any assistive equipment, such as a wheelchair, ask them what would be the correct way to store the item if you are unfamiliar with it.
Key guidelines to remember when providing a service to guests with access requirements
Be proactive. If you are unsure, ask your guest about their specific needs. This will help you to prepare and make sure that they have a comfortable and enjoyable ride.
Be patient and understanding. It may take your guest longer to get in and out of the car, or they may need help with certain tasks. Be patient and understanding, and offer your assistance without being overbearing.
Be discreet. Avoid making assumptions about your guest's disability or making them feel uncomfortable. Ask them how they would like to be assisted, and respect their wishes.
Be familiar with accessibility features. Make sure that you are familiar with any accessibility features of your vehicle, such as ramps, lifts, and seat belt extenders. This will help you to ensure that your guest is able to travel safely and comfortably.
Be aware of the law. There are laws in place that protect the rights of people with disabilities. Be sure to familiarize yourself with these laws so that you can ensure that you are providing your guests with the best possible service.