Blue Diamond Transfers provides professional support before, during, and after your journey. If you need assistance while travelling, it’s important to contact us the right way so we can help quickly and effectively.
This article explains when and how to contact us during travel, and what to expect.
If You Need Urgent Assistance During Travel
If your booking is active and something requires immediate attention, please call us directly.
๐ 1300 258 847
(International callers: +61 1300 258 847)
Urgent issues include:
- You cannot locate your chauffeur
- Your chauffeur cannot locate you
- You are running late for pickup
- A passenger no-show situation
- Airport pickup issues
- Safety concerns
- Vehicle issues affecting the trip
Calling ensures your request is handled immediately by our operations team.
Non-Urgent Matters During Travel
For non-urgent matters, such as:
- General questions
- Future booking enquiries
- Feedback or follow-up
- Payment or invoice questions
Please contact us via:
๐ง [email protected]
Email enquiries are monitored but are not suitable for time-critical issues.
Airport Pickups: If You Can’t Find Your Chauffeur
If you arrive at the airport and cannot locate your chauffeur:
- Check your booking confirmation for pickup instructions
- Allow time for customs, immigration, and baggage collection
- Call 1300 258 847 if you still cannot locate your chauffeur
Do not leave the terminal or pickup area without contacting us first.
Running Late or Delayed
If you are running late for pickup:
- Call us as soon as possible
- Do not assume the chauffeur will wait indefinitely
- Waiting time limits apply depending on booking type
Early communication helps us assist where possible.
On-Demand (ASAP) Bookings
For on-demand bookings:
- Dispatch occurs immediately
- Chauffeurs may already be en route
- Changes or cancellations may be limited once accepted
If an issue arises, calling us immediately gives the best chance of resolution.
Who We Can Communicate With (Important)
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)
We cannot:
- Take instructions from third parties
- Discuss booking details with anyone not listed
- Act on requests from passengers not named on the booking
This applies to all bookings, including guest and corporate travel.
Corporate, EA & PA Support
For Corporate Accounts:
- EAs and PAs can monitor active trips
- Vehicles can be tracked where available
- Our team can assist via the authorised account contact
Executives travelling under VIP profiles receive the same support standards.
If Something Goes Wrong
If an issue arises during your journey:
- Contact us immediately by phone
- Remain at the pickup location where possible
- Follow instructions provided by our team
We are here to assist, but timely communication is essential.
After the Trip
If you’d like to:
- Provide feedback
- Follow up on an issue
- Discuss billing or invoices
Please email [email protected] after your journey is complete.
Key Takeaway
- ๐ Call us for urgent, active-trip issues
- ๐ง Email us for non-urgent matters
- Only the named passenger or account holder can communicate with us
- Clear, timely contact helps us help you
