Travel Agency Handbook

Blacklane at a glance

We bring peace of mind to travelers moving through a fast-paced world Chauffeurs ensure guest safety, efficiency, and comfort worldwide. Travelers receive five-star service with competitive, allinclusive fares guaranteed at the time of booking

Advantages for your clients

Personalized Meet & Greet service for all airport pickups.

Cashless payment means no payment necessary in the vehicle.

High level of security with in-depth vetting of chauffeurs and vehicles.

Consistent high quality worldwide.

All chauffeurs speak English and the language of the country they operate in.

Flight tracking for airport pickups that automatically adjusts to account for flight delays or early arrivals.

One hour of complimentary wait time is included for airport and train station pickups, and 15 minutes for all other pickups.

Advantages for agents

Earn 10% commission on every booking.

Quick and easy booking with our intuitive platform.

Ultimate flexibility with free changes or cancellations up until one hour before pickup.

Provide secure and reliable rides for your clients, particularly in unfamiliar destinations.

Client instantly notified about booking confirmation (without price), when the chauffeur is arriving and when chauffeur has arrived.

Book months in advance or up to one hour before the planned ride.

Payment via client credit card, agency ’ s credit card, or invoicing (upon request).

Choose Blacklane for all your travel needs

One-way chauffeur services

Book comfortable rides to/from the airport, hotel, office, and more. Airport and train transfers come with 1 hour complimentary wait time and flight tracking in case of delays.

Distance-based pricing

Meet & Greet with a personalized pickup sign for airport transfers (or upon request)

By-the-hour

Need to make a few stops? Reserve a chauffeur for anywhere from 2 to 24 hours, during which they will go where the client requests.

2 hour minimum, with 20 kms of travel included per hour

Provide an itinerary in the special requests field, or let the traveler decide during the ride

City-to-City rides

Due to high demand, we ’ ve introduced intercity rides. Book a one-way ride between two cities so your client can get to their next destination with privacy and comfort for a fixed price.

Check the pricing for some of our top routes at www.blacklane.com/en/city-to-city/

Skip the queues and crowds of mass transit

Chauffeur hailing

Our on-demand service combines the quality of a traditional chauffeur, with the convenience of riding within minutes of booking.

Available in Miami and Dubai, with more cities to come

Book spontaneous rides with experienced, local chauffeurs

Booking and payments

Blacklane for Business, our web-based agent platform

We will set you up with access to Blacklane for Business. Here you can book, change, and cancel rides and download your invoices. You can also search rides by status e.g. upcoming or completed

Your preferred GDS

You can also book through all major Global Distribution Systems, including Amadeus, Sabre, Galileo, and more, all supported by a dedicated account management team. For interest about OBE, please contact agency@blacklane.com.

Payment options

Payment by credit card is the current standard at Blacklane If your agency wishes to pay by invoice, a full credit assessment will be conducted and the expected revenue will be reviewed.

If this is your preferred option, please contact agency@blacklane.com after your initial registration. We will then send you the relevant form.

Booking Instructions

Step 1 – Log in

During registration you will receive a link to create your login credentials for the Blacklane for Business booking portal.

Step 2 –

Enter the guest’

To book for one of your clie selected “Business Travel” the “Book for guest” optio

Enter the contact details of ride. Your client’s mobile nu receive important ride upda email address, please enter

The only occasions we cont When booking is place An email confirmation t their behalf will be sent invited to add the book with the chauffeur. The When the chauffeur is o They will receive an em chauffeur’s contact deta

When the chauffeur ha They will receive anothe confirming the chauffeu

If we need to clarify det mobile if, for example, them.

Your clients will not receive

Only you, as the agent, will

Step 3 – Choose the rid

One-way rides

The booking process for o same. Simply click “One w drop-off addresses for you train station, or any other to visit. There may be mul so please double-check th

By-the-hour bookings

Reserve a chauffeur for an hour bookings include 20 booked, and any addition charged after the ride is c booked, the chauffeur is a unlimited stops.

Please note that if during leave the city limits, the ch back to the origin city with a three-hour booking wou to make it from Hamburg knows ahead of time that cities, we recommend inst ride.

Step 4 - Enter locations and times

Choose the pickup location and time, p it’s a one-way booking.

Airport, train station, and port pickups

For airport pickups you will be prompte number This is so that the chauffeur can flight and automatically adjust the picku for delays or early arrivals.

For train station and port pickups please number or ship name in the “Special req information will help your chauffeur be w your client

We recommend giving your client 15-45 their arrival time and their ride pickup ti enough time to collect luggage, go thro control, etc. As a back-up in case of une offer complimentary wait time, but thi resort For airport and train station pic will wait up to 1 hour past the schedul minutes for pickups elsewhere.

Step 5 – Select a service class

You will then see the rates for the vehicle chosen city. This may include:

Business Class: Mercedes E-Class or passengers + 2 large suitcases).

Business Van/SUV: Mercedes Viano passengers + 6 large suitcases).

First Class: Mercedes S-Class or simi 2 large suitcases).

Electric Class: available in select citie similar (max. 3 passengers + 2 large

Sprinter Class: available in select citi Sprinter or similar (max. 12 passenge

The prices shown are fixed rates, includin

Additional costs are charged after the rid occur when:

For one-way rides:

The passenger requests a different r originally booked

The passenger requires extra wait ti

For by-the-hour rides:

The passenger travels more kilomete the booking (20 km/hour).

The passenger rides longer than the amount of hours booked

Step 6 – Payment and additional infor

Select a payment method

Select a saved credit card or add a new future use. If collective invoice payments be available here. Accepted cards includ Mastercard, and American Express Pickup signs

The passenger ' s name will auto-fill this f edit the pickup sign text if necessary. Pic for airport pickups or upon request.

Special requests

Provide any details or special requests fo English. Chauffeurs will receive this infor automatically and those able to accomm will accept the ride No extra charges ap is subject to availability. For example:

“child seat, 2 years old”

“Please wait outside the house”

“Entrance is on the next street, #3 S

Requests for specific vehicle models/co chauffeur, or Wi-Fi in the vehicle are no

Reference code or cost center

This field can be required if needed. Inf will be included on your single or month invoice.

10 Travel Agency Handbook

Step 7 – Confirm the booking

Now you will see an overview of the booking. Please review the information.

Once you ’ ve clicked “Book now ” , the booking is made, and you will receive an instant confirmation email.

Manage your account

Rides page

Change or cancel up until one hour prior to pickup.

Click “Export” to download a spreadsheet of your ride history.

Search rides by date and ride status (e.g. completed or future).

Download invoices of your finished rides.

Managing and adding users

Admins: Can add or remove agents in the portal, save up to 10 credit cards, and view, change, or cancel all booked rides

Under the “Employees” tab, Admins of the account can invite employees via email or add them to the account directly.

Other users: Can save up to 10 credit cards to their account and access an overview of their own rides.

The first user registered will be given Admin permissions by default.

To give an agent Admin permission or to create profiles for 15 or more agents, please email agency@blacklane.com.

Business and Personal booking

Switching between the two

The two booking pages in your Blacklane for Business account are to differentiate between rides booked for yourself (Personal) and your clients (Business) To ensure your bookings are commissionable and to access your business payment methods, please book all client rides under the “Business” tab. You can change between the business and personal by clicking your name in the navigation bar, and clicking on the “Switch to personal travel” or “Switch to business travel”.

Separate business and personal payment methods

Review or update your account information under “Profile”. There you can:

• Add and remove credit cards that you have saved to the account

• Change the invoice address

If your client needs a special invoice address, you can also change it directly in the rides overview page, which may be a more convenient process than switching the profile address back and forth. Simply go to the Rides Overview page, locate the specific ride, and adjust the invoice address as needed. This will create an invoice with the requested data only for that one ride.

Commission

Rate

The current commission rate is 10% of the net ride price, i e the price of the ride minus the relevant VAT of the city and country in question

A self-billed commission invoice is emailed by the 15th of the month after your payout cycle. It will be sent to the accounting email provided during registration, containing a PDF invoice and an Excel/CSV file with ride details.

Date

Commission is paid 30 days after the invoice has been issued into the bank account provided during registration. The bank descriptor will include Blacklane GmBH, the invoice time period, and the invoice number (e.g. BLACKLANE 01/19COM123456789). If you cannot see the full descriptor, please contact your bank to receive the full description.

Health and Safety

Our top priority

Your clients’ well-being, and the well-being of our chauffeurs, is always our number one priority.

This is why we ’ ve enhanced our existing standards for every journey.

Our safety measures include:

• Daily chauffeur health checks

• Vehicles sanitized before every ride

• Chauffeurs greet with a bow instead of a handshake

• Free hand sanitizer

• Bottles of water are sanitized, and amenities like candy and magazines have been removed

FAQs

In this section, you will find the answers to our top frequently asked questions. You can always find the most up to date answers in our designated Help Page, see help.blacklane.com for more information.

General booking support

When

do I receive a confirmation?

You and your client will receive an instant confirmation email after booking.

How far in advance can you book?

Rides can be booked months in advance or up until one hour before the ride

Can I make a booking over the phone or via email?

No, to keep your data secure Blacklane only accepts bookings made through our app and website.

General booking support

How much wait time is included?

Airport and train station pickups include one hour of free wait time from the scheduled pickup time, with adjusted wait time for delays. Other pickups have 15 minutes of free wait time; after that, additional charges apply. The chauffeur wait for 30 minutes before proceeding to their next ride.

How can I change or cancel a booking and what are the costs?

Change or cancel bookings online for free up to one hour before pickup in the "Rides" section Cancellations after this time are nonrefundable. Online changes are quickest and easiest. Changes made over the phone incur a 10 USD/EUR/GBP fee

If anyone other than the booker wishes to make a change to a booking, they must have: the booker’s email address. the booker’s phone number. the credit card details linked to the account.

Is it possible to change or cancel a booking by email?

Booking amendments or cancellations must be done online with Amendments or cancellations must be made online using the booking account. In exceptional cases (e.g., technical issues), contact Blacklane Customer Care. For changes or cancellations within 72 hours of pickup, call or use chat for quicker assistance

What information does my client receive?

Booking confirmations are only sent to the booker, and never to the client Your client will not receive any information about the price

The only occasions we contact the passenger are:

When the chauffeur is on the way: The passenger will receive an email and SMS message with the chauffeur’s contact details.

When the chauffeur has arrived: the passenger will receive another email and SMS message confirming the chauffeur’s arrival.

If we need to clarify details: e.g. we may call the passenger ’ s mobile number if our chauffeur cannot locate them.

How do I book additional stops during a ride?

For additional stops, we recommend hourly booking, which includes 20km of distance per hour. For one-way trips, specify extra addresses in the "Special requests" field (e g , "additional stop at ") Any extended route due to extra stops will incur additional charges based on distance. Passengers can discuss and agree on extra stops with the chauffeur during the ride, who will try to accommodate them based on their schedule

Hourly bookings

How many kilometers/miles are included in an hourly booking?

Most hourly bookings include 20 kilometers (12.4 miles) per hour. For example, a four-hour booking would have 80 kilometers (49 6 miles) included Some cities come with more kilometers/miles per hour due to their size. The exact distance is shown in the booking overview you see before confirming your booking

Additional requirements

Can you smoke in Blacklane vehicles?

Smoking is prohibited.

Can I request a child’s seat?

For child seat requests, specify the age in English in the "Special requests" field during booking (e g , "child seat, age 2 years") No extra confirmation is necessary.

Are pets allowed in your vehicles?

If a passenger wishes to bring a pet along, this information must be added to the “Special requests” section when booking. Please specify the type of animal, whether the animal will be in a transportation container, and what size the container is If, for example, your client is traveling with a Danish Mastiff, you may consider booking a Business Van/SUV rather than a Business Class vehicle We will try our best to carry out all special requests

Transporting animals with Blacklane without including the details in your booking could lead to additional charges Our partners reserve the right to refuse the carriage of an animal that was not agreed to and not added to the “Special requests” field prior to the service. This also applies to animals not contained in a suitable closed transport box

The only exception is service animals, for which we would kindly ask you to provide details in the “Special requests” field and also have the guest prepared to provide documentation to the chauffeur if needed

Are vehicles equipped with Wi-Fi?

Vehicles in the United States offer this service, but it is not currently available worldwide. You may add this in the “Special requests” ssection, however this cannot be guaranteed.

Does Blacklane accommodate people with disabilities?

We aim to accommodate all travelers to the best of our ability. Whether the client has limited mobility, hearing impairment, vision impairment, a service animal, an assistive device, or requires extra assistance from the chauffeur, we will do everything we can to meet their needs. The range of services we can offer varies around the world, depending on local regulations and the characteristics of the local vehicles

For bookings with special needs, please write your request in the “Special requests” box when booking If the client is traveling with an assistive device please be sure to also include its size, especially for larger devices like foldable wheelchairs, so the chauffeur can make sure it will fit in the trunk of the vehicle Please note that we are usu- ally unable to transport rigid-frame wheelchairs.

The Business Vans/SUVs are the most spacious, and therefore best suited for people with reduced mobility. We also highly recommend booking at least 24 hours before your trip After making the booking, we also recommend calling our 24-hour Customer Care Team to confirm. In the case of passengers with impaired vision, the Blacklane crew is also happy to help with choosing the best pickup location

Airport Travel

How should I choose the pickup time at airports?

It is important to include an appropriate buffer time between the planned flight arrival and the pickup time when booking When booking, we recommend considering the following:

Domestic/Schengen zone or international flight?

The passenger must pass through immigration and customs, which can take longer depending on the location. For example, wait times are usually longer in the U.S. than in the UK.

Does the passenger have to wait for their luggage?

For example, if a German client is arriving at Berlin Airport with only hand luggage at 6 p.m., you could make the booking for 6:10 p.m. knowing that your client should make it through immigration quickly.

If the client is traveling internationally with checked luggage, we recommend a minimum of 45 minutes between flight arrival and pickup

How does Blacklane’s real-time flight tracking work?

Please enter your client’s flight number when booking This is essential as we track the arrival time and automatically adjust the pickup time accordingly for flight delays and early arrivals (when possible).

The buffer time is retained even if there is a delay For example, say you selected a pickup time of 6:30 p.m. for a flight scheduled to arrive at 6 p.m. (meaning 30 minutes of buffer time). If the flight is delayed by one hour to arrive at 7:00 p m , our system will adjust the pickup time to 7:30 p.m.

The system doesn’t recognize my flight number, what do I do?

1. Check if there are any codeshare flight numbers and try that.

2 Is the flight number a private charter (non-commercial flight)?

In that case, leave the flight number field empty and enter the following information in the “Special requests” field:

Tail number of aircraft.

Name and contact details (mobile number) of the handling agent.

Where exactly is the pickup at airports?

As long as the flight number is provided when booking, the chauffeur will know the passenger ’ s arrival gate and will welcome the passenger with a pickup sign at the nearest arrivals

Train Travel

Where exactly is the pickup at train stations?

For train station pickups, you will also receive information regarding the exact street of the pickup This way, the passenger will know which station exit to use. At some stations, a meeting point will be given at the time of booking. If necessary, the passenger can always reach the chauffeur by phone once they have received their contact details via email and SMS.

Our vehicles

What color are the vehicles?

In some Middle-Eastern and Asian countries we allow white vehicles, otherwise all vehicles are black.

What vehicles does Blacklane use?

Blacklane offers several service classes depending on the city, as each city has a list of approved vehicles. These may include:

• Business Class: Mercedes-Benz E-Class, BMW 5 Series, Cadillac XTS, or similar

• Business Van/SUV: Mercedes-Benz V-Class, Chevrolet Suburban, Cadillac Escalade, Toyota Alphard, or similar

• First Class: Mercedes-Benz S-Class, BMW 7 Series, Audi A8, or similar

• Electric Class (available in select cities): Jaguar I-PACE, Tesla Model S, Tesla Model X, or similar

• Sprinter Class (available in select cities): Mercedes-Benz Sprinter or similar

Other vehicle types may be approved for different cities if they meet the Blacklane standard

Our Chauffeur

Which languages do the chauffeurs speak?

All of Blacklane’s chauffeurs speak English and the language of the country they operate in.

Are the chauffeurs specially trained?

All chauffeurs working for Blacklane have undertaken the training for the licenses required to provide chauffeur service in their country. Additionally, Blacklane has its own training and procedures that often exceed local requirements

Our rating system for passengers to provide feedback also helps us ensure that chauffeurs are meeting our strict standards and requirements This includes reliability, safety, appearance, language skills, and friendliness. Blacklane demands all chauffeurs drive carefully are responsibly, and does not tolerate any traffic regulation infringements

Payment details

When will the credit card be charged?

At the time of booking a pre-authorization is placed on the credit card to check there is sufficient funds and if the card details are correct. This amount will be released back into the account and the amount is charged 24-48 hours after the ride is complete

What currencies does Blacklane use?

Rides are charged in the currencies based on where the ride takes place. Including:

United Kingdom: GBP

Europe: EUR

United Arab Emirates: AED

How to get in touch

Travel Agency Team 24/7 Customer Care

Assisting in opening accounts, onboarding, payments and commission related questions.

agency@blacklane.com

Supporting with Blacklane services, live resolution and feedback.

Live chat via web or app

corporate@blacklane.com

USA +1 206 629 6013

UK +44 203 514 7400

DE +49 30 2016 3040