Corporate Handbook

Corporate Handbook

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

Advantages for Corporate Travelers

Advantages for Corporate Bookers

Personalized Meet & Greet service for all airport pickups.

Quick and easy booking with our intuitive platform.

Cashless payment means no payment necessary in the vehicle.

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

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

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

Consistent high quality worldwide.

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

Clients are instantly notified about booking confirmation (without price), when the chauffeur is on the way, and when chauffeur has arrived.

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

Flight tracking for airport pickups means pickup times automatically adjust 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.

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Corporate Handbook

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

User roles: For easy admin, assign different permissions to your team

Choose Blacklane for all your travel needs One-way services Book comfortable rides to/from the airport, hotel, office, and more.

Airport pick-ups come with 1 hour complimentary wait time and flight tracking Meet & Greet with a personalized pickup sign automatic for airport pickups, or upon request for other rides

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.

Allows for 40 km of travel included per hour (typically more than enough) Provide an itinerary in the special requests field, or let the traveler decide during the ride

City-to-City rides Book a one-way ride between two cities so your client can get to their next destination with privacy and comfort.

Check the pricing for some of our top routes at 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

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Corporate Handbook

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.

Payment options Payment by credit card is the standard. If you wish 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 business@blacklane.com after your initial registration.

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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.

The first user registered will be given full Admin permission by default.

This person has the ability to add additional employees as users.

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Corporate Handbook

Step 2 – Enter the traveler details To book for yourself or a client, ensure "Business Travel" is selected in the top right corner.

Enter the passenger's contact details, including a mandatory mobile number for ride updates. If the traveller’s mobile number or email address is not available, use yours.

For guest bookings, passengers are only contacted during booking, when the chauffeur is en route, upon arrival, or if details need clarification. Pricing information is only sent to the booker, not the client.

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Step 3 – Choose the ride type One-way rides For one-way and city-to-city rides, enter the pickup and dropoff locations and choose a pickup date/time.

By-the-hour bookings For by-the-hour service, enter just the pickup location and select how long the chauffeur should be reserved for.

Please note: If your client plans to go between cities, we recommend booking a one-way city-to-city ride instead. If they leave the city limits during a by-the-hour booking, the chauffeur must be able to make it back to the origin city within the time booked.

Tip: There may be multiple streets with the same name, so please double-check the postal/zip code.

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Step 4 - Enter locations and times Choose the pickup location and time, plus the destination if it’s a one-way booking.

Airport, train station, and port pickups For airport pickups you will be prompted to enter the flight number. This is so that the chauffeur can track the passenger’s flight and automatically adjust the pickup time to account for delays or early arrivals.

For train station and port pickups please provide the train number or ship name in the “Special requests” section. This information will help your chauffeur be well placed to meet the passenger.

We recommend giving 15-45 minutes in between their arrival time and their ride pickup time so they have enough time to collect luggage, go through passport control, etc. As a back-up in case of unexpected delays we offer complimentary wait time, but this should be a last resort. For airport and train station pickups, the chauffeur will wait up to 1 hour past the scheduled pickup time, and 15 minutes for pickups elsewhere.

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Step 5 – Select a service class You will then see the rates for the vehicle types we offer in the chosen city. This may include:

Business Class: Mercedes E-Class or similar (max. 3 passengers + 2 large suitcases).

Business Van/SUV: Mercedes Viano or similar (max. 5 passengers + 6 large suitcases).

First Class: Mercedes S-Class or similar (max. 3 passengers + 2 large suitcases).

Electric Class: available in select cities, Tesla Model X or similar (max. 3 passengers + 2 large suitcases).

Sprinter Class: available in select cities, Mercedes-Benz Sprinter or similar (max. 12 passengers + 12 large suitcases).

The prices shown are fixed rates, including all taxes and fees.

Additional costs are charged after the ride is completed and only occur when:

For one-way rides:

The passenger requests a different route than the one originally booked The passenger requires extra wait time.

For by-the-hour rides:

The passenger travels more kilometers than are included in the booking (40 km/hour).

The passenger rides longer than the amount of hours booked

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Step 6 – Payment and additional information Select a payment method Select a saved credit card or add a new one for one-time or future use. If collective invoice payments are set up, they'll be available here. Accepted cards include Visa, Maestro, Mastercard, and American Express.

Pickup signs The passenger's name will auto-fill this field, but you can edit the pickup sign text if necessary. Pickup signs are used for airport pickups or upon request.

Special requests Provide any details or special requests for the chauffeur in English. Chauffeurs will receive this information automatically and those able to accommodate the requests will accept the ride. No extra charges apply, and fulfillment is subject to availability.

For example:

“child seat, 2 years old” “Please wait outside the house” “Entrance is on the next street, #3 Smith Street” Requests for specific vehicle models/colors, a particular chauffeur, or Wi-Fi in the vehicle are not guaranteed.

Reference code or cost center This field can be required if needed. Information entered here will be included on your single or monthly invoice.

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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.

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Step 8 – Share and booking another journey!

Use our “Share” feature to share the booking with others or add it to your calendar.

On this page, you can find options to book again or book a return journey.

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Our user-friendly app Easy-to-book platform Our mobile booking app is available on both iOS and Android.

Instantly book and manage your rides In the app you can easily book, modify, cancel and manage your rides.

In-app support available Accessible to both the Help Center and a 24/7 chat within the app, where you can speak to our support team or the chauffeur directly.

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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 users 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 for new onboarded accounts.

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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 you require 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.

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Health and safety Our top priority Your clients’ well-being, and the well-being of our

Our safety measures include:

chauffeurs, is always our number one priority.

• Daily chauffeur health checks

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

• 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

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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 Help Page at help.blacklane.com.

General booking support When do I receive a confirmation?

You and the guest 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?

Yes, for those who have a corporate account with at least 1 booking, can place future bookings with us over the phone.

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General booking support

What information does my client receive?

Booking confirmations are sent to both the booker and the client, but

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

the client version does not include pricing information.

The only other 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?

pickup in the "Rides" section. Cancellations after this time are

For additional stops, we recommend hourly booking, which includes

nonrefundable. Online changes are quickest and easiest.

20km of distance per hour. For one-way trips, you can specify extra addresses in the "Special requests" field (e.g., "additional stop at...").

If anyone other than the booker wishes to make a change to a

Any extended route due to extra stops will incur additional charges

booking, they must have:

based on distance. Passengers can discuss and agree on extra stops

the booker’s email address. the booker’s phone number. the credit card details linked to the account.

with the chauffeur during the ride, who will try to accommodate them based on their schedule.

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

Booking amendments or cancellations must be done online using the booking account.

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

Most hourly bookings include 40 kilometers (24.85 miles) per hour. For example, a four-hour booking would have 160 kilometers (99.4 miles) included. The exact distance is shown in the booking overview you see

In exceptional cases (e.g., technical issues), email Blacklane Customer Care. If the ride is within 72 hours, you can call or use chat for quicker assistance.

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before confirming your booking.

Additional requirements

Are vehicles equipped with Wi-Fi? Vehicles in the United States offer this service, but it is not currently

Can you smoke in Blacklane vehicles?

Smoking is prohibited.

available worldwide. You may add this in the “Special requests” ssection, however this cannot be guaranteed.

Can I request a child’s seat?

Does Blacklane accommodate people with disabilities?

For child seat requests, specify the age in English in the "Special

We aim to accommodate all travelers to the best of our ability. Whether

requests" field during booking (e.g., "child seat, age 2 years"). No

the client has limited mobility, hearing impairment, vision impairment, a

extra confirmation is necessary.

service animal, an assistive device, or requires extra assistance from the chauffeur, we will do everything we can to meet their needs. The range

Are pets allowed in your vehicles?

If a passenger wishes to bring a pet along, this information must be

of services we can offer varies around the world, depending on local regulations and the characteristics of the local vehicles.

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.

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.

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 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.

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.

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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/EU/Schengen zone or international flight?

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.

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.

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

Does the passenger have to wait for their luggage?

with a pickup sign at the nearest arrivals.

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.

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

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

the time of booking. If necessary, the passenger can always reach the

Please enter your client’s flight number when booking. This is

chauffeur by phone once they have received their contact details via

essential as the chauffeur will track the arrival time and automatically

email and SMS.

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.

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Vehicles

Chauffeurs

What color are the vehicles?

Which languages do the chauffeurs speak?

In some Middle-Eastern and Asian countries we allow white vehicles,

All of Blacklane’s chauffeurs speak English and the language of the

otherwise all vehicles are black.

country they operate in.

What vehicles does Blacklane use?

Are the chauffeurs specially trained?

Blacklane offers several service classes depending on the city, as

All chauffeurs working for Blacklane have undertaken the training

each city has a list of approved vehicles. These may include:

for the licenses required to provide chauffeur service in their coun- try.

Additionally, Blacklane has its own training and procedures that often

• 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.

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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

What currencies does Blacklane use?

Rides are charged in the currencies based on where the ride takes

When will the credit card be charged?

place. Including:

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.

Which credit/debit cards does Blacklane accept?

Blacklane accepts Visa, Maestro, Mastercard, and American Express.

You can check the updated list of payment options here.

Europe: EUR U.K.: GBP Sweden: SEK Australia: AUD New Zealand: NZD Dubai: AED Saudi Arabia: SAR Mexico: MXN USA and countries not listed above: USD It is not possible to switch between currencies.

How to get in touch Account Support Team

24/7 Customer Care

Assistance with opening accounts, user onboarding and escalations.

Supporting with Blacklane services, live resolution and feedback.

business@blacklane.com

USA

+1 206 629 6013

Live chat via web or app

UK

+44 203 514 7400

corporate@blacklane.com

DE

+49 30 2016 3040

Treat your employees to our award-winning global chauffeur service www.blacklane.com/en/corporations/ business@blacklane.com