· Messaging
Omni-channel · one agent, every channel
Web Contact Form
Today's contact form → Ada Email API → auto-reply from support@blablacar.com
Help centre · Contact us
We usually reply within a few minutes
Julia Durand
julia.durand@gmail.com
Refunds & cancellations
BC-99213
My driver cancelled our Paris → Amsterdam trip this morning. Am I getting refunded, and how long does it take?
Sent — Ada is drafting a reply to your inbox…
SE How the form reaches Ada
// Contact form submit → Ada Email API creates a conversation
POST https://blablacar-ai-agent-demo.ada.support/api/v2/channels/email/messages
{
  "from": "julia.durand@gmail.com",
  "subject": "Refunds & cancellations · BC-99213",
  "body": "My driver cancelled our Paris → Amsterdam trip…",
  "metadata": { "booking_id": "BC-99213", "market": "UK" }
}
// Ada runs the Cancellation & Refund playbook and emails the reply back ↓
Refunds & cancellations · BC-99213
Ada replied in 38 seconds
JD
Julia Durand
julia.durand@gmail.com → support@blablacar.com
Today, 08:47

My driver cancelled our Paris → Amsterdam trip this morning. Am I getting refunded, and how long does it take?

BlaBlaCar Assistant
support@blablacar.com → julia.durand@gmail.com
Today, 08:48

Hi Julia,

I'm sorry your driver had to cancel. I've checked booking BC-99213 (Paris → Amsterdam) and because this was a driver-side cancellation, you're due a full refund of €52.49 to your original payment method.

💳 Refund issued · arrives in 5–7 business days

There's no service fee deducted and no impact on your reliability rating — this wasn't your fault. I've also found two similar rides on the same route today if you'd still like to travel — just reply and I'll send them over.

Safe travels,
BlaBlaCar Assistant — Member Support
Available 24/7 · blablacar.co.uk/help
BB
BlaBlaCar
Text message · 60413
Today 07:40
Reminder: your carpool Paris → Amsterdam departs today at 08:00 from Porte Maillot. Reply STATUS to check your driver.07:40
STATUS07:52
Your driver Marc (4.8★) confirmed and is 8 min away. His message: "On my way, see you at the pickup point!" Have a great trip! 🚗07:52
Text message
BlaBlaCar
Typically replies instantly
The passenger who booked my ride never showed up 😤 Trip 4821318:20
I'm really sorry, Marc — a no-show is frustrating after you've made the trip. These cases are always reviewed by a member of our team, so I'll log everything and connect you now.18:20
✅ Logged for Trip #48213 — passenger no-show at pickup, you're requesting a reliability-rating exemption. A specialist has your full chat and will follow up here shortly. You won't need to repeat anything.18:20
Thank you18:21
Aa
blablacar
Instagram · Direct
Love the new look 👀 can I do a carpool AND a BlaBlaBus leg on one trip?20:11
Thank you! 💙 Right now you can search and compare carpool and BlaBlaCar Bus for the same route in one place and book each leg — e.g. a carpool to the city, then a bus onward.20:11
A single combined itinerary you manage as one trip is rolling out progressively by market — it's on the way! Want me to help plan your legs now?20:11
Maybe later, thanks!20:12
Message…
BlaBlaCar Voice
Inbound call · +44 20 7946 0913
01:12
live
📞 Call connected · Ada Voice answered in 1 ring
🔊 BlaBlaCar Voice
You're through to BlaBlaCar — I'm the AI assistant. How can I help with your trip today?
🎙️ Julia
Hi, my carpool to Amsterdam leaves in about twenty minutes and my driver still hasn't messaged me. I'm getting a bit worried.
🔊 BlaBlaCar Voice
No problem, I can check that right now. What's your trip number? It's the five-digit number on your booking.
🎙️ Julia
It's four-eight-two-one-three.
🔎 Looking up trip 48213 · Look Up Trip Status
🔊 BlaBlaCar Voice
Good news — your driver Marc is confirmed and about 8 minutes away. He's just messaged "On my way to Porte Maillot." You're all set. Anything else before your trip?
🎙️ Julia
Oh brilliant — that's a relief. No, that's everything, thank you!
🔊 BlaBlaCar Voice
You're very welcome, Julia. Safe travels! 👋
Web Messaging App Custom Knowledge