For security and privacy reasons, we can only communicate with and act on instructions from:

• The person named on the booking, or

• The account holder (individual or corporate)

This applies to all bookings, including guest, corporate, and VIP travel.

Can someone else call or email on my behalf?

No. We cannot:

• Discuss booking details with third parties

• Accept instructions from anyone not listed on the booking

• Make changes based on requests from unauthorised individuals

This policy protects passenger privacy and prevents unauthorised changes.

Can an EA or PA contact you for an executive’s booking?

Yes — if the EA/PA is the account holder or authorised contact.

For Corporate Accounts:

• EAs and PAs listed on the account may manage bookings

• Executive (VIP) bookings remain visible to authorised account contacts

• Changes can be coordinated centrally through the corporate portal or by contacting our team

Can the passenger contact you if someone else made the booking?

Only if the passenger is named on the booking as the contact person.

If the passenger is not listed as the booking contact, we are unable to act on their instructions.

Why does Blue Diamond Transfers have this policy?

This policy exists to:

• Protect passenger privacy

• Prevent fraud or unauthorised changes

• Ensure accurate communication

• Maintain professional and compliant service standards

What should I do if I need someone else to manage my booking?

Ensure the correct person is:

• Listed as the booking contact, or

• Set up under a Corporate Account with appropriate access

Our team can assist with account setup if required.

How do I contact you for urgent support?

For urgent, active-trip issues:
📞 1300 258 847

For non-urgent matters:
📧 [email protected]

Your mobile phone is the primary way we coordinate your pickup. Chauffeurs may need to contact you to confirm their location, provide instructions, or advise of any minor adjustments.

If your phone is switched off, we may be unable to locate you.

How will my chauffeur contact me?

Chauffeurs communicate using our secure Chatlink system, which sends messages via:

• The Blue Diamond Passenger App, or

• SMS to the mobile number listed on the booking

These messages are used to guide you to the correct pickup point.

When should I turn my phone on?

For airport arrivals:

• Turn your phone on as soon as you land

• Check your app or SMS messages after clearing immigration and baggage

This helps avoid delays and missed connections.

What happens if my phone is off or has no signal?

If your phone is off or unreachable:

• The chauffeur may be unable to locate you

• Waiting time limits may apply

• The booking may be affected if contact cannot be made

Keeping your phone on helps prevent no-show situations.

Can the chauffeur call me directly?

Chauffeurs generally communicate via Chatlink or SMS to keep communication clear and secure.
If a direct call is required, our operations team will coordinate this.

What if I don’t have data or roaming?

SMS messages do not require mobile data.
If you are travelling internationally, ensure your phone can receive SMS messages.

What should I do if I haven’t received a message?

If you have checked your app and SMS messages and still haven’t received anything:
📞 Call 1300 258 847 for immediate assistance.

Key Reminder

📱 Phone on
📩 Check app or SMS
📞 Call us if unsure