Rides which involve a late pick up are now recorded using GPS tracking.
This is an automated process which has been rigorously tested in select cities, so we are confident that the process works and the data we collect is accurate.
We understand that during a ride there may be some circumstances which affect your arrival time and are out of your control. A grace period of two minutes after the pick up time is applied to allow for such events.
If your company performs a ride where a late pick up is recorded, you will be notified via the account's primary email address as you would for any other incident type.
The incident email will include the details of the booking in question, and any consequences which may be applied as a result of the late pick up.
Please do not respond to this email unless you are able to provide proof that the incident was created in error.
Examples of the kind of documentation we can accept include:
GPS logs of chauffeur activity
Text/chat communication between the chauffeur and the guest/Blacklane Partner Care
Should you be able to provide either of the above, please reply to the incident email with your perspective on the incident and any relevant screenshots or additional information attached.
Please also be aware that as part of our ongoing commitment to providing the best possible quality service, the rating of the ride may be considered during our monthly review process.
