Name: Blacklane GmbH
Address: Feurigstr. 59, Berlin, Berlin
Rating: 4.70

“I made two bookings for pick-ups on consecutive days. On first day, the driver left without picking up the guest although the waiting time had not yet finished. The guest was waiting at immigration, I even called the driver in advance and told him that even if waiting time is finished please don't leave, I would be happy to pay extra. Still he left and stopped picking up calls. For second booking, the guest arrived in time. The driver picked him up but kept arguing with blacklane customer service that the customer didn't arrive on time. All this while the guest was still in the car. I never expected this type of behaviour from the drivers”

Helpful Report

Posted 6 months ago

Dear Mr. Singh, Thank you for your review. I am so sorry that these two bookings did not go seamlessly for you and your guests. I will reach out to you directly to resolve this matter, as this experience is not reflective of our premium service. It is extremely regretful that both of your bookings encountered issues, and we will work hard to make this right. Rest assured we will investigate thoroughly, and we hope to restore your trust in us. Kind regards, Chloe

Posted 6 months ago

“Several days ahead I booked my car for pickup at LHR to our hotel. Everything was confirmed. Upon arrival, after a long 10 hour flight, no one was there to great us. I then received a call from Blacklane advising me that my driver cancelled and I could wait 60-90 minutes for another driver. So if this is the experience you are looking for, feel free to book with them.”

Helpful Report

Posted 6 months ago

Dear Susan, Thank you for sharing your feedback with us. We’re very sorry that your arrival experience didn’t go as planned and understand how exhausting it must have been after a long flight to face unexpected changes to your booking. We’d like to review what happened and see how we can best assist - please contact us at guestrelations@blacklane.com with your booking details so our team can look into this further. Warm regards, Veronica

Posted 6 months ago

“Driver could not greet at the meeting point at JFK (Welcome area Terminal 8) due to ongoing costruction works. The meeting location should be updated in all e-mails please.”

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Posted 6 months ago

Dear Anika, Thank you for sharing your feedback with us. I am very sorry that this situation caused some confusion regarding your pickup location. I have taken careful note of your comments and will share them with the relevant department. I hope that the ride went smoothly despite this issue. I wish you a wonderful day ahead, and we truly look forward to traveling with you again. Best regards, Lara

Posted 6 months ago

“If you can't trust your time or reliability to a ride sharing service, don't put your faith in Blackline. Pre-booked weeks in advance for black car service from the French Quarter to Baton Rouge for the LSU Texas A&M game. Service to Baton Rouge was as I expected only to learn minutes before our return trip (via email no less) Blacklane chose to let us down by indicating they were unable to fill our ride. Think twice about using Blacklane.”

Helpful Report

Posted 6 months ago

Dear Michael, Thank you for sharing your feedback. I am truly sorry that we were unable to perform your return ride following your sporting event. While it is rare that we are unable to fulfil a booked ride, this does not take away from the negative impact it had on your plans. We should always notify you of important changes by phone, and so it is concerning to hear you did not receive a call from us on this occasion. I would love the opportunity to investigate this further, and work to make things right. Therefore, I kindly encourage you to email your booking number for this unsuccessful ride to guestrelations@blacklane.com. I hope we can restore your faith in our service, as your custom really is valued. Warm regards, Chloe

Posted 6 months ago

“Took way too long to get picked up. Your maps aren’t updated. Driver dropped us off at the wrong location. The place had moved and your location finder wasn’t updated. We called Uber and they got us right there. Terribly disappointed”

Helpful Report

Posted 6 months ago

Dear Steven, Thank you for taking the time to share your feedback. We're sorry to hear about the delay in your pickup and the inaccurate drop-off location. We understand how important punctuality and accurate navigation are, and we regret that our system didn’t meet your expectations this time. We’d appreciate the chance to look into this further and make things right. Please reach out to guestrelations@blacklane.com so we can assist you directly. Kind regards, Veronica

Posted 6 months ago

“Normally, I have had great cars and service with Blacklane. However, my most recent trip from JFK was less than OK. I had scheduled a Mercedes pick up with the chauffeur and instead was given an old Chevy suburban and was told to walk out to the Uber area and find my chauffeur. A taxi would’ve been easier than half the price.”

Helpful Report

Posted 6 months ago

Dear Colleen, Thank you for your continued trust in us and for sharing your recent experience. We're truly sorry that your latest transfer from JFK fell short of the high standard you've come to expect from Blacklane. We’d like to look into this in detail and ensure it’s properly addressed. Please contact us at guestrelations@blacklane.com with your booking details so we can assist you directly. Sincerely, Veronica

Posted 6 months ago

“To be honest, my ride in Riyadh was amazing. But I am very surprised and shocked with the price differences across different countries! Right that is 200 SAR in Riyadh, is almost €200 and Istanbul! This affects the trust and credibility of your company.”

Helpful Report

Posted 6 months ago

Dear Sam, Thank you for sharing your feedback. We're glad you enjoyed your ride in Riyadh and understand your concern about price variations across cities. Rates differ due to local operating factors, but we know transparency matters. Please reach out to guestrelations@blacklane.com if you'd like us to review this with you. Warm wishes, Veronica

Posted 6 months ago

“The last transfer was out of the many the worst one. The driver waited in the car no approach to welcome us and I have to ask him if he is the blacklane driver. No interaction at the beginning (e.g temperatur fine etc), I have no issues to carry / load the luggage into vehicle, but this is not what I paying for, for the half I can get the taxi with a better service ! I hope next time it will be as usual 🙂”

Helpful Report

Posted 6 months ago

Dear Valued Guest, Thank you sincerely for sharing your impressions with us. We’re sorry to hear that your latest transfer did not reflect the high standard of care you usually experience with Blacklane. We’d like the opportunity to review this in detail and ensure your next journey meets your expectations again. Please reach out to us at guestrelations@blacklane.com so we can assist you directly. Kind regards, Veronica

Posted 6 months ago

“Very disappointed in your NY system... Had a problem with a pickup and it has been virtually impossible to contact a live person to address it.”

Helpful Report

Posted 7 months ago

Dear Anthony, Thank you for taking the time to share your feedback with us. We're truly sorry to hear about your recent experience with our New York operations and the difficulties you encountered when trying to reach our team. This is not the level of accessibility or care we aim to provide. We’d appreciate the opportunity to look into this further and make it right. Please reach out to us directly at guestrelations@blacklane.com so we can assist you personally and review what went wrong with your pickup. Warm regards, Veronica

Posted 6 months ago

“I just got an email from Regent cruises, says my clients can get 5% discount, if they book in their personal portal. I assume this means I am cut out...is this true? Or can I book for them, get their whopping 5% discount AND make commission...I just tired of working so hard, selling a great product to be cut out for direct. Let me know”

Helpful Report

Posted 7 months ago

Dear Andrea, Thank you for reaching out and sharing your concerns. Our partnership with Regent Seven Seas Cruises is so important to us, and we only want the best booking and riding experience for our Regent guests. Please reach out to us at guestrelations@blacklane.com so we can work with the Regent team to properly address your concerns. Warm regards, Chloe

Posted 7 months ago

“Not a great experience if you are a company trying to impress a client. In this case I was the client and my flight changed. I did everything I could do to contact your company and let you know my change. I was told by three different people that whoever booked it had to do the change… Well guess what, I’m the client, I have no idea who within the company booked it. I just got my own Uber. Not a great experience”

Helpful Report

Posted 7 months ago

Dear Robert, Thank you for taking the time to share your experience. We’re sorry to hear about the difficulties you faced updating your booking and understand how frustrating that must have been. We’d appreciate the opportunity to review this further - please contact guestrelations@blacklane.com so our team can assist you directly. Kind regards, Veronica

Posted 7 months ago

“Ordered two cars. Couldn’t see any of them in the app. And I only got a voucher for one of the cars. The other one I didn’t pay. I even send documentation of the lack of visibility in the app”

Helpful Report

Posted 7 months ago

Dear Anders, Thank you for bringing this to our attention. We’re sorry to hear about the trouble you had with the bookings and the app visibility issue, and we understand how confusing that must have been. We’d like to review this further - please contact guestrelations@blacklane.com so our team can investigate and assist you directly. Warm regards, Veronica

Posted 7 months ago

“Two out of three airport transfers cancelled.”

Helpful Report

Posted 7 months ago

Dear Leanne, Thank you for sharing your feedback. We’re sorry to hear about the cancellations you experienced and understand your disappointment - this is not the level of reliability we aim to provide. We’d appreciate the chance to look into this further; please contact guestrelations@blacklane.com so our team can assist you directly. Kind regards, Veronica

Posted 7 months ago

“Driver was driving too fast. Got into a car accident with my clients in the car. I called customer servcie and the did refund the ride and applied a 100 Euro credit to the client's next ride.”

Helpful Report

Posted 7 months ago

Dear Amy, Thank you for taking the time to share these details. We’re very sorry to hear about this incident and understand how distressing it must have been for everyone involved. Safety is our highest priority. Please reach out to guestrelations@blacklane.com so our team can review the matter further and ensure proper follow‑up. Warm regards, Veronica

Posted 7 months ago

“Horrible service. Won’t use again. Scheduled a driver and while I was told there was no drivers available, I passed the driver that took me to the game looking for pick ups. The pre scheduled rate was ignored by all drivers for this service and not enough so we were stranded to find another way back to the city.”

Helpful Report

Posted 7 months ago

Dear Austin, Thank you for sharing your experience with us. We’re very sorry to hear about the difficulties you faced with your ride and completely understand how frustrating it must have been to be left without a confirmed chauffeur after scheduling in advance. We’d appreciate the opportunity to review what happened and make it right. Please reach out to us at guestrelations@blacklane.com , and our team will gladly assist you directly. Kind regards, Veronica

Posted 7 months ago

“Driver almost an hour late for a midnight pickup. I received about 10 calls from different dispatchers and several notices of new drivers being allocated - all of them arriving AFTER the late arrival time of my original driver. It was a real mess and most unpleasant given the time of the night”

Helpful Report

Posted 7 months ago

Dear Catja, Thank you for taking the time to share your experience with us. We’re truly sorry for the delay and confusion during your midnight pickup - we understand how stressful that must have been. We’d appreciate the opportunity to review what happened; please contact guestrelations@blacklane.com so our team can assist you directly. Warm regards, Veronica

Posted 7 months ago

Dear Austin, Thank you for sharing your comments. We’re sorry to hear about the difficulties you faced and understand how frustrating the situation must have been. We’d appreciate the chance to review this in detail - please contact guestrelations@blacklane.com so our team can investigate and assist you directly. Kind regards, Veronica

Posted 7 months ago

“We were expeecting someone to meet us outside the custom area, she was a no show. Apparently she https://collector.reviews.io/www.blacklane.com/company?textReview=true&reputation=no&token=cvRSsvuZY85rLiMoThoq5YTT%2FQIfl55g1E6tLNo%2BbXz05OTa5p%2FvW5dSdcXvGd3Jry3%2BhteQRhbUeEuh1NpA%2BbZyzEp1TPHdmGwbDqOwuHmasg5d8VyzIaQumPACiK0rghy0yAZ1yqjcNqN%2FbpZ8IFY3S6mMu98ZZsAEnWse940Bp5tJ2BlWzLROWjGp39%2B9PUrXQ8qodhMc9B%2B9Xz5m8ooKkGGhNs4kqQamWQ0NE47DtKUrq%2B7vuenjfkbv0ub4LDk7An5Wo55GpYM%2BqS1tD4S9OM6%2FR%2BQD1nPaqGy6HASfnjCddb3wtmwtWvAk6IR6&rating=&nps=&l=en#in the wrong place. Then while dirving on the freeway, she was traveling at 40 miles per hour in clear traffic. Several cars were passing by at normal speed. I would have serious reservation about using the service again in Miami.”

Helpful Report

Posted 7 months ago

Dear Robert, Thank you for sharing your experience. We’re sorry to hear about the pickup confusion and the driving concerns you encountered in Miami. That’s certainly not the level of service we aim to provide, and we understand your disappointment. Please contact guestrelations@blacklane.com so our team can review the details and assist you directly. Kind regards, Veronica

Posted 7 months ago

“Actually, more like 0 points. Within two weeks, BLACKLANE bookings within Berlin were canceled because there were no drivers available. What ever happened to the company? I really have to reconsider whether I will continue using BLACKLANE in the future. It's a long way from 5 stars these days. What happened?”

Helpful Report

Posted 7 months ago

Dear Andrè, Thank you for taking the time to share your thoughts. We’re sorry to hear about the recent cancellations in Berlin and understand your disappointment - this isn’t the experience we want for our guests. We’d appreciate the chance to look into it further; please reach out to guestrelations@blacklane.com so our team can review and assist. Warm regards, Veronica

Posted 7 months ago

“I ordered 1 ride for $764 and they duplicate charged for 4 rides. Same duplicate. They respond by saying being nice and they cut the additional rides at half price.”

Helpful Report

Posted 7 months ago

Dear Valued Guest, Thank you for sharing your feedback. We’re sorry to hear about the duplicate charges and understand your frustration. We’d appreciate the chance to review this further and clarify what happened - please contact guestrelations@blacklane.com , and our team will investigate and assist you directly. Kind regards, Veronica

Posted 7 months ago

“The ride experience with the driver was terrible. I wrote a complain about it and no one did anything about it. This is a white glove service but didn’t feel like it.”

Helpful Report

Posted 7 months ago

Dear Maria, Thank you for your feedback. I’m truly sorry to hear that your experience did not reflect the service we strive to provide. We take these matters seriously and would appreciate the opportunity to investigate further. Please reach out to us at guestrelations@blacklane.com so we can work to make this right for you. Best wishes, Veronica

Posted 7 months ago

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