Do you know why it’s so important to press the “60min prior pickup button” before you start a journey and what can happen if you don’t press it in time?
Blacklane handles thousands of rides each day, all of which are performed with the highest service standards in the ground transportation industry. Our main focus is to give our customers a great experience and to do that, we want to help you avoid any incidents. Incidents are events that typically lead to a disappointing customer experience.
This month, we’d like to focus on the “60min prior to pickup” button in the chauffeur app and how, when used correctly, it can help prevent bookings being reassigned to different chauffeurs.
It is extremely important to always press the “60min prior pickup” button as early as 90 minutes and no later than 60 minutes before the scheduled pickup time. Why?
- Pressing the button triggers a text message to the guest with the chauffeur’s name and contact details.
- Pressing the button also informs Blacklane that you are heading to the pickup location.
- Forgetting to press this button within the correct time frame may lead to the booking being reassigned to a different partner. This would result in costs for both you and Blacklane.
- If you need to travel a distance to the pickup location and therefore need to leave more than 90 minutes before the scheduled pickup time, please call Blacklane Customer Care and inform them that you will be pressing the “60min prior pickup” button early. The same applies if you need to press the button when there is less than 60 minutes before the pickup time. This could be necessary due to a last-minute ride offer or if you are experiencing a technical error.
- Forgetting to press this button on time will affect your service excellence bonus.
If you forget to press the “60min prior pickup” button and we are unable to reach you, Blacklane may have to place a back-up booking, at around 50 minutes before the pickup time, which you would be charged for. Incorrect app usage also impacts your Service Excellence Score.
So what are the important takeaways? Please always make sure to press the “60min prior pickup” button at the correct time. If for some reason you have to press it earlier than that, please remember to let Blacklane know via chat or phone call.
Thank you for always providing an amazing experience for our guests!
Do you have any suggestions or feedback on what we should include in our next training post? We would love to hear from you. Send us your thoughts and ideas by filling out this short form.
