Skip survey header

Chauffeur Training: 4. Waiting Time Policy

Waiting Time Policy

Blacklane has standardized the amount of waiting time for guest pickups to make sure you get the most out of your day. Waiting times are separated into one-way transfers (standard pickups) and pickups at airports or train stations.

  
Airport and train station pickups include 60 minutes of waiting time

 
All other pickups include 30 minutes of waiting time
.....

Waiting Time Policy for Standard Transfers

A standard transfer is a pickup from a regular address that is not an airport or a train station.

For standard transfers, chauffeurs are required to wait 30 minutes past the scheduled pickup time. Guests receive 15 minutes of complimentary waiting time, and you will be reimbursed for the additional waiting time if the ride is performed. 

For example: Pickup scheduled for 11:00.
 

  • Arrive at the location 10 minutes before 11:00 and press the “Arrived at pickup location” button.
  • At 11:00 the green timer on your ride button will start automatically to calculate your waiting time — you do not have to press any additional buttons for this to happen.
  • At 11:15, if the guest has not arrived, the timer color will switch to orange to indicate that you are now getting paid for the additional waiting time if the ride gets performed.
  • At 11:30, if the guest has not shown up, call Blacklane’s Customer Care and confirm that the guest is a no-show.

Waiting Time at Airports and Train Stations

 

For pickups at airports and train stations, chauffeurs are required to wait 60 minutes past the scheduled pickup time. You will be reimbursed for any additional waiting time that exceeds the 60 minutes, if the ride is performed.
 

Note: For airports and train station pickups, please remember that the scheduled pickup time may not be the same as the actual flight or train arrival. Guests may choose to have a buffer time between flight arrival and pickup time to allow for enough time to get through customs and collect their luggage.
 

Example 1: 

  • Flight is scheduled to arrive at 10:00 a..m.
  • The pickup time is scheduled for 10:15am.
  • Confirm that the flight is arriving on time by checking the flight number on www.flightstats.com or a similar service for trains. Adjust the pickup time if necessary.
  • Arrive at the pickup location at least 10 minutes in advance, in this case by 10:05 a.m.
  • Since the guest receives 60 minutes of complimentary waiting time, wait until 11:15 a.m. in case they are delayed. If the guest has not arrived by 11:15 a.m. and you are not able to reach them, call Blacklane’s Customer Care and confirm that the guest is a no-show.



Example 2:

  • Flight is scheduled to arrive at 10:00 a.m.
  • The pickup time is scheduled for 10:15 a.m.
  • You check www.flightstats.com and it shows that the flight is delayed 60 minutes, arriving at 11:00 a.m.
  • Since the guest has scheduled a 15-minute buffer time between flight arrival and pickup time, the new pickup time is now 11:15 a.m.
  • Arrive at the pickup location at least 10 minutes before the scheduled pickup time, which in this case by 11:05 a.m.
  • Since the guest receives 60 minutes of complimentary waiting time, wait until 12:15 p.m., in case they are delayed. If the guest has not contacted you or appeared by 12:15 p.m., then call Blacklane’s Customer Care and confirm that the guest is a no-show.

 

Example 3: 

  • Flight is scheduled to arrive at 10:00 a.m.
  • The pickup time is scheduled for 10:15am.
  •  You check www.flightstats.com  and it shows that the flight is due to arrive 30 minutes earlier, arriving at 9:30 a.m.
  • Arrive at the pickup location at least 10 minutes in advance, which in this case by 9:35 a.m.
  • Since the guest receives 60 minutes of complimentary waiting time, wait until 10:45 a.m. in case they are delayed. If the guest has not arrived at 10:45 a.m., and you are not able to reach them, call Blacklane’s Customer Care and confirm that the guest is a no-show.



Note: If the flight is quite early or delayed, by at least 60 minutes or more, then please contact Blacklane’s Customer Care immediately if you are not able to adjust your schedule.

Note: If the 60 minutes of included wait time have passed and the guest has still not arrived, then remember that you must call Blacklane to report the no-show. If you have already been in touch with the guest, please make sure you inform Blacklane of this during the call.

*All of the above procedures apply to both airport and train station pickups.

Waiting time and flight delay
 

The BL Chauffeur app tracks the flight status and updates you on:

  • If the flight landed on time.
  • If the flight was canceled. When this happens, please call Blacklane.
  • If the flight was delayed.
  • If the flight is landing on time.
  • If the flight status is unknown. When this happens, please call Blacklane.
  • If the flight is early.
  
  
  • Remember:
  • The pickup time is not updated with the flight status updates. Please recalculate the pickup time according to the flight status. You must always include the same amount of buffer time requested by the guest between flight arrival and pickup time, even when flights are delayed or arriving early. When in doubt, check the flight or train status using www.flightstats.com, or a similar service, for any changes in scheduled arrival of flights or trains. If you find mixed information, please refer to the flight updates from the airport.
  • Adjusted airport pickup times also always include 60 minutes of waiting time.
  • Flight landing time is defined as the airplane arriving at the gate.

Waiting Time Policy For Hourly Rides

There is no waiting time for hourly bookings.  If a guest is late for an hourly booking please contact Blacklane to ask for any update regarding the guest.

 

Example: Scheduled pickup time is 09:00 am. Booked duration of ride 3h. 
 

  • (If the ride is from an airport, track the flight and adjust the pickup time accordingly)
  • Arrive at the location 10 minutes before 09:00 am and press the Arrived at Pickup button
  • At 09:00 am press the Start Hourly Service button.
  • At 09:20, if the guest has not arrived, call  Blacklane customer care to inform them of the situation and get an update regarding the guest.
  • The guest arrives at 11:00 am, open the door for them, put their luggage in the trunk of the car and complete the remaining 1h duration of the ride.

Waiting Time Policy For Long Distance Rides

A Long Distance Ride is a ride that is over 200km long.

For long distance rides, chauffeurs are required to wait 75 minutes past the scheduled pickup time. Guests receive 15 minutes of complimentary waiting time, and you will be reimbursed for the additional waiting time if the ride is performed. For these rides there is also important that you take the mandatory stops as per the local regulation for Chauffeurs.

Example: Scheduled pickup time is 09:00 a.m. 
 

  • Arrive at the location 10 minutes before 09:00 and press the “Arrived at pickup location” button.
  • At 09:00 the green timer on your ride button will start automatically to calculate your waiting time — you do not have to press any additional buttons for this to happen.
  • At 09:15, if the guest has not arrived, the timer color will switch to orange to indicate that you are now getting paid for the additional waiting time if the ride gets performed.
  • Wait until 10:15 a.m. in case the guest is delayed. If the guest has not arrived by 10:15 a.m. and you are not able to reach them, call Blacklane’s Customer Care and confirm that the guest is a no-show.
  • Important: If the Long Distance Ride starts at an airport the waiting time procedure for airport pickups apply.

Add Waiting time Policy

If your guest has not arrived at the end of the mandatory waiting time, please call Blacklane Customer Care to receive a confirmation that you are authorized to wait for the guest for a longer amount of time. 
If you receive a confirmation from Blacklane and are able to wait longer for the guest, then you need to report the added waiting time through the BL Chauffeur app. This ensures you receive payment for your additional time if the ride is performed. 

The process to add waiting time in the BL Chauffeur app is different for standard transfer pickups and airport or train station pickups. Please see the following procedures for correctly reporting your additional waiting time:

For a standard transfer pick up scheduled for 10:00 a.m.:

  • Arrive at the pickup location 10 minutes early (9:50 a.m.) and press the “Arrived at pickup location” button.
  • At 10:00 a.m. the waiting time counter automatically begins to calculate your waiting time.
  • At 10:25, if the guest hasn’t arrived, then call Blacklane Customer Care to confirm if you should wait longer than the mandatory 30 minutes.
  • If Blacklane authorizes you to wait longer for the guest, then the added waiting time will be automatically calculated by the BL Chauffeur app.
  • As soon as the guest arrives, press the “Passenger on board” button.

For an airport or train station pickup scheduled for 10:00 a.m.:

  • Arrive 10 minutes early (9:50 a.m.) and press the “Arrived at pickup location” button.
  • Wait for the guest for 60 minutes
  • If by 10:45 a.m. the guest has not contacted you or arrived, then call Blacklane Customer Care and confirm if you should wait longer than 60 minutes.
  • After receiving confirmation from Blacklane, press the “Passenger on board” button and then at 11 push the “Add waiting time” button to record any extra waiting time exceeding the mandatory 60 minutes.
.
.
.
This question requires a valid email address.