Back to my account Blackline Travel
ESENPT
STEP-BY-STEP GUIDE

Complete customer manual

From checking availability to payment, ticket, check-in and completion of your private tour.

011. Check availabilityThe availability bar is a consultation, not a confirmed booking.
  1. Choose a tour. The list contains active tours with published information.
  2. Choose the party size up to the allowed maximum. An extra seat appears only when the tour permits it and requires approval and a surcharge.
  3. Choose one of the available scheduled dates. A date without operational capacity cannot be selected.
  4. Check availability opens a summary. Continue only if tour, date and party size are correct.
022. Send the initial requestBlackline must review the request before it becomes a booking.
  1. The selected tour, date and party size are prefilled from the availability check.
  2. Enter the requested contact and pickup information. Fields may be disabled, optional or required depending on the tour.
  3. Submitting creates a Pending request. It does not charge money or issue a ticket.
  4. Blackline approves when operationally possible or rejects it with alternative dates or times when available.
033. Open the approved formApproval sends a personal, time-limited link by email.
  1. Do not forward the secure link. It may be single-use and expires for your protection.
  2. If the link is unavailable, contact Blackline to verify the booking and issue a new one.
  3. Review the tour summary before entering traveller information.
044. Complete travellers and policiesThe form requests only the data configured as necessary for that tour.
  1. Complete one traveller block for each reserved person.
  2. Required fields are marked. Optional fields can be left blank when they do not apply.
  3. Dietary, accessibility or health notes require explicit consent when supplied.
  4. Read the general rules and all tour-specific policies before accepting. Acceptance stores the version shown.
  5. If document upload is enabled, follow the stated purpose and alternative. Files are validated and encrypted.
055. Choose paymentAvailable options are determined by the tour and administration settings.
  1. For transfer, choose the required deposit or full amount, then select the destination account.
  2. Upload the receipt securely or send it to the displayed receipt email.
  3. For cash, administration must authorise the method and the driver collects the full balance at check-in.
  4. Payment selection remains under review until Blackline verifies or authorises it.
066. Receive code and QRThe ticket is issued only after payment-step approval.
  1. The unique booking code contains six non-sequential letters and numbers.
  2. The QR contains the same secure booking reference and can be presented from your phone.
  3. Review date, time, passengers, pickup, vehicle, driver, paid amount and balance.
  4. Protect the code and QR. Share them only with your party and the assigned driver.
077. Check-in and outstanding balanceThe driver verifies that the booking belongs to their assignment.
  1. Present the QR or read out the six-character code if the camera cannot be used.
  2. The driver verifies booking holder, tour, date, time and passenger count.
  3. Pay the exact displayed balance. The driver records the collection in the application.
  4. The tour cannot start while a balance remains or check-in is incomplete.
088. Start and complete the tourDriver actions update administration and your account activity.
  1. After payment and attendance validation, the driver confirms the tour start.
  2. At completion, the driver records the end and any operational incident.
  3. Your account timeline shows the visible check-in, start and completion events.
099. Account, privacy and documentsYour account provides control over reusable information and legal notices.
  1. Use “Forgot your password?” on sign-in. The response never reveals whether an email is registered.
  2. Recovery and verification links are temporary and single-use. A new request invalidates older links of the same type.
  3. Change your password under Access and account. This closes previous sessions and invalidates old secure links.
  4. Update the travel profile only with accurate information you want reused.
  5. Review current policies and their acceptance status. New material versions may require a new acceptance.
  6. Protected documents can be deleted from your account when permitted; legal or booking retention may still apply.
  7. Use the privacy channel to request access, rectification, erasure or other applicable rights.
  8. To request account erasure, confirm your current password and scope. Blackline reviews active bookings and any legal retention before deleting or anonymising eligible data.
1010. Help and problem resolutionUse contextual help, FAQ and Blackline contact channels in that order.
  1. Press any “?” button to understand the current section or field without leaving the page.
  2. Search the FAQ for availability, payments, cancellations, documents and privacy.
  3. Contact Blackline when a secure link expires, payment data is wrong, the ticket differs from your request or travel conditions change.
  4. Never send passwords or full identity documents through unapproved chat channels.