In between each ride, chauffeurs thoroughly disinfect vehicles. Chauffeurs have also changed several parts of the typical ride experience. For example, they now wear masks and gloves. They greet guests with a slight bow instead of a handshake. Chauffeurs provide guests a mask in case guests do not have one, and they offer hand sanitizer. They also removed newspapers and magazines from seatbacks.
Blacklane also reduced the maximum number of guests per vehicle to ensure that the front passenger seat remains free, providing maximum social distancing in vehicles. No more than two guests may ride in Business Class and First Class vehicles and no more than four guests may ride in Business Vans and SUVs.
We also ask all guests who are showing any symptoms or have tested positive to not book a Blacklane ride until you receive a doctor’s permission to travel.
What happens if a chauffeur or Blacklane employee is directly affected or tested positive for coronavirus (COVID-19)?
Safety of our guests, chauffeurs, and employees is our top priority. We require any employee or chauffeur who tests positive to inform Blacklane immediately. Once informed, we will notify those who were in contact with the affected person for the previous two weeks. We directed all chauffeurs who suspect they may be sick to not perform any rides. Any chauffeur who tests positive for coronavirus may not perform Blacklane rides for 14 days or until receiving a doctor’s permission.
Yes, we kindly require guests to wear masks during rides. This protects chauffeurs and future guests, as more than 20% of infected people show no symptoms and could spread the virus unknowingly.
In case you or one of your co-travelers get tested positive for COVID-19 within two weeks of riding with Blacklane, please inform us immediately. This will help us to stop the spread.
Can I still use Blacklane globally?
We accept bookings globally and monitor country and local travel restrictions. We also encourage travelers to double check their schedules and plans during this time of evolving restrictions. If new safety measures would prevent an existing booking from occurring, we will notify guests and modify or cancel rides without penalty. It’s important to note that we cannot perform cross-border trips right now due to closed borders and quarantine requirements. We comply with local rules and will take the necessary actions to protect public health and the wellbeing of guests and chauffeurs.
What is the cancellation policy?
Blacklane has the most customer-friendly policy in the industry, with guests able to change or cancel most one-way rides up to an hour before the pickup time. The exception is longer-distance inter-city rides, which must be changed or canceled 24 hours in advance. If the coronavirus has caused you to make a last-minute cancellation, please inform Blacklane as soon as possible so we can best care for you and our chauffeurs.
What will happen if I am delayed due to long queues at the airport?
Blacklane includes one hour of complimentary waiting time for all airport pickups. However, we know that airport arrival procedures may change unexpectedly. Therefore, we suggest that guests arriving internationally schedule the chauffeur to arrive 60 minutes or later after the flight arrival time. We are also asking for chauffeurs to be flexible and wait longer than an hour if at all possible.
Can chauffeurs assist guests with luggage and other personal effects?
Yes, chauffeurs will continue to provide the same personal assistance with luggage and other belongings. If you prefer to handle your luggage personally, please inform the chauffeur. He or she will open and close the trunk so only you will touch your belongings. If the chauffeur handles your luggage, s/he will wipe down the luggage handles before handing it back to you.
Does Blacklane offer city-to-city rides?
Yes, Blacklane offers rides between cities for all vehicle classes, as long as the estimated travel time is six hours or less. Because of coronavirus travel restrictions, city-to-city rides right now cannot cross country borders. You can book these rides on our website and app with as little as 12 hours’ notice before the pickup time. Our site links to even better fares for our most common city pairs for one-way rides and round trips. Please note that due to social distancing requirements, Blacklane permits no more than two guests in Business Class and First Class vehicles and no more than four guests in Business Vans and SUVs.
Can I schedule a stop along the way of a city-to-city ride to pick up another passenger?
No. Guest pickup and dropoff is permitted only in the designated locations provided at the time of booking.
Are hourly bookings still available?
Yes, guests can still take hourly rides in all cities, in all vehicle classes. Hourly rides give guests a safe, private space with only one chauffeur for two or more hours. Guests can provide their planned stops in advance or simply direct the chauffeur where to drive on an as-needed basis. Hourly rides can be canceled without penalty 24 hours or longer in advance.
I still have questions, who should I contact?
Please contact Blacklane’s 24/7 customer service using the chat button in the bottom right corner of our website or the “Via Chat” link in the “Help” section of our app. Or, you may call one of the numbers below:
U.S. +1 (415) 429-1027
Germany +49 30 2016 3020
U.K. +44 20 3318 5249
France +33 1 8488 9352
Hong Kong +65 3163 8905