If you arrive at your pickup location and cannot immediately see your chauffeur, don’t panic. In most cases, the situation can be resolved quickly by following the steps below.
This guide explains what to do and how we can assist.
First Things First (Very Important)
Please ensure that:
- Your mobile phone is switched on
- You have signal or data coverage
- You check the Blue Diamond Passenger App and your SMS messages
Our chauffeurs may send you a message via our secure Chatlink system, which is used for:
- Confirming pickup location
- Advising where they are positioned
- Coordinating meet-and-greet at airports
Failing to check your messages is one of the most common reasons passengers miss their chauffeur.
Before Taking Further Action
Before contacting us, please:
- Check your booking confirmation for pickup instructions
- Confirm you are at the correct pickup location
- Allow a few minutes around the scheduled pickup time
Chauffeurs may be positioning legally or adjusting due to traffic or airport conditions.
Airport Pickups
If you’re being collected from an airport:
- Complete customs, immigration, and baggage collection
- Turn your phone on once you land
- Check the Passenger App or SMS messages for a Chatlink message from your chauffeur
- Proceed to the designated pickup or meet-and-greet area as advised
Chauffeurs must comply with airport rules and may not always be standing directly in front of arrivals.
Call Us for Immediate Assistance
If you have checked your messages and still cannot locate your chauffeur, call us immediately.
๐ 1300 258 847
(International callers: +61 1300 258 847)
Calling allows our operations team to:
- Contact the chauffeur directly
- Confirm their exact location
- Coordinate a clear meeting point
Please do not leave the pickup area without speaking to us first.
Do Not Contact the Chauffeur Directly Unless Instructed
For most bookings:
- Chauffeurs are instructed to limit direct contact
- Communication is managed via our secure systems
If direct contact is required, our team will advise you.
If You’re Running Late
If you are delayed reaching the pickup point:
- Call us as soon as possible
- Waiting time limits apply depending on your booking type
- Early communication helps us assist where possible
On-Demand (ASAP) Bookings
For on-demand bookings:
- Dispatch occurs immediately
- Chauffeurs may be travelling from nearby locations
- Short waits can occur depending on traffic and distance
Checking your messages ensures you don’t miss arrival instructions.
Who We Can Communicate With
For security and privacy reasons, we can only communicate with:
- The person named on the booking, or
- The account holder
If someone else is travelling, ensure the correct passenger is listed on the booking.
What Not to Do
To avoid delays and issues:
- Do not leave the pickup location without contacting us
- Do not ignore messages from your chauffeur
- Do not cancel and rebook without speaking to us first
- Do not accept transport from another provider while the booking is active
These actions can result in confusion or unnecessary charges.
Our Commitment
If you can’t find your chauffeur, our team will work quickly to locate them and get you moving. Keeping your phone on and checking messages gives us the best chance to resolve things promptly.
Quick Reminder
๐ฑ Phone on + check app/SMS after landing
๐ Urgent, active-trip issues: Call 1300 258 847
๐ง Non-urgent matters: Email [email protected]
