Please make sure you're familiar with these essential guidelines for giving back a ride:
If you can't perform a ride you previously accepted, you must let Blacklane know that you're no longer able to fulfill the booking by returning the ride in the app.
Give-backs for airport pickups where the flight time has changed by more than one hour will be accepted with no cost recovery amounts applied, as will cases where you've returned rides to prioritize other Blacklane rides at our request.
We check flight time changes automatically, so you don't need to contact us or tell us why you're returning the ride.
Note: You must have the ‘Dispatcher’ permission assigned to give back rides in the app. If you don't have this permission, ask a colleague in your company who does to return the ride for you.
Not sure which permissions you have? Your company's Admin can check and change them. See What do the chauffeur permissions mean?
How to give back a ride
1. Go to the Rides tab and select the booking you want to give back
2. Click the ? symbol and choose 'Give ride back'
3. If you give back the ride more than 24 hours before the pickup time, or less than 5 minutes after accepting it, you'll be asked to confirm that you'd like to give back the ride.
If you accepted the ride more than 5 minutes before returning it and the pickup is less than 24 hours away, you'll see a message that a give-back fee may apply. You can then continue, keep the ride, or read the give-back policy.
4. Confirmation of the give-back will appear at the top of the screen
5. You will also receive confirmation by email that the ride has been given back.
When can I give back a ride?
You can give back a booking in the app at any time, without reason, until the ride starts. Once the ride is in progress, the option is no longer available.
When should I contact Blacklane instead?
Please always give back rides in the app. Only contact us if:
You can't give back the ride in the app because of a technical issue.
There's an emergency, such as an accident, a vehicle breakdown, or a health emergency.
If your vehicle broke down or had another problem, please send proof, such as photos or videos, to partner@blacklane.com within 72 hours.
More information about the give back policy can be found here.