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

“The driver himself was excellent and really considerate. I paid for a car that will suit us and our luggage. The front seat was not available as a fridge was on that seat. Imagine having 5 people and no where to seat. BUT very disappointed that you guys charged me for a waiting time that is beyond our control. I will really rethink using you guys again.”

Helpful Report

Posted 9 months ago

Dear Bernadette, Thank you for sharing your experience with us. I'm glad to hear that you found our driver considerate, and I sincerely regret the inconvenience caused by the seating situation. Regarding the charges for waiting time, we understand that this can be frustrating. To review your case properly, please write to us at guestrelations@blacklane.com, we will look into your situation and verify the extra charges incurred. Your feedback is invaluable and will help us improve our services. We strive to provide an excellent experience for all our clients, and it's disappointing to hear we fell short in this instance. Warm regards, Lucia

Posted 9 months ago

“We got picked up from the Rome airport for a 2 hour and 45 minute drive to Tuscany and not once did the driver offer us a bottle of water. It was the middle of summer, boiling hot day and during the transit from one city to another, catching a flight to Rome to get picked up by a Chauffer service and not offered even a bit of water is a disgrace !”

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Posted 9 months ago

Dear Fiorella, Thank you for taking the time to share your experience. I sincerely apologize that our chauffeur did not offer you water during your long transfer in the heat. I completely understand how uncomfortable that must have been, and I appreciate you bringing this to our attention. Customer comfort is a priority for us, and this feedback will be addressed with our team to enhance our service going forward. If you would like to discuss this matter further, please reach out to us at guestrelations@blacklane.com. We’d love the opportunity to make things right. Warm regards, Lucia

Posted 9 months ago

“Driver arrived in a different vehicle than what was selected. The driver was not at baggage claim for meet and greet. There was no sign as described in the agreement.”

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Posted 9 months ago

Dear David, Thank you for your feedback. I’m truly sorry to hear that you received a different vehicle than expected and no meet-and-greet service at the airport. This is not the standard we strive for, and I understand how frustrating this experience must have been for you. We appreciate you bringing this to our attention, and your concerns will be addressed with our team to ensure improvements are made. If you'd like to discuss this further, please reach out to us at guestrelations@blacklane.com. We value your feedback and hope to make things right. Warm regards, Chloe

Posted 9 months ago

“Disappointed as when I arrived in Naples there was no one holding a sign with my name. I kind of panicked as I never was in Naples airport before. I then received a text that said a driver was there to pick me up but no one showed up. I started walking around where the drivers with signs of other people and asked a woman. She fortunately knew I was on her list but again no sign. The driver I was texted about; she told me was switched. I then thought it was a scam but fortunately she said to trust her. I told her I already paid for this and there better not be another charge. She assured me there would not be. It was all very confusing.”

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Posted 9 months ago

Dear Paul, Thank you for taking the time to share your experience. I’m very sorry to learn about the confusion upon your arrival in Naples and that the pick‑up did not meet the smooth standard we strive to provide. Please know that we take your feedback seriously. If you’d like to share any additional information or discuss your booking further, please contact us at guestrelations@blacklane.com with your reservation number. We truly appreciate your patience and would value the opportunity to provide you with a more seamless experience in the future. Warm regards, Veronica

Posted 9 months ago

“When I landed in JFK, I had to wait morebthan 45 min for the cab after reaching the exit. The greeter was not seen. Neither did he greet after I eventually found him. It was a pain. Never expected this from emirates.”

Helpful Report

Posted 9 months ago

Dear Madhavi, Thank you for sharing your experience with us. I'm truly sorry to hear about the long wait you endured upon your arrival at JFK and the lack of proper greeting from the greeter. This certainly does not reflect the level of service we strive to provide. Your feedback is important and I assure you that we take it seriously. We will investigate this situation to understand what went wrong and how we can improve in the future. If you would like to discuss this matter further, please feel free to reach out to us at guestrelations@blacklane.com. We appreciate your understanding and hope to have the opportunity to see you again next time. Warm regards, Jacob

Posted 9 months ago

“Wrong size car turned up without enough boot space for two large cases car replaced after 1 hour !”

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Posted 9 months ago

Dear Mike, Thank you for your feedback. I'm truly sorry to hear about the inconvenience you experienced with the wrong size vehicle and the wait for a replacement. We strive to ensure our vehicles meet your needs and I regret that we didn’t deliver on that promise this time. Your insights are invaluable to us and we will review our processes to prevent similar situations in the future. If you wish to discuss this further, please reach out to us at guestrelations@blacklane.com with your booking details. We appreciate your patience and hope to provide you with a better experience next time. Best wishes, Jacob

Posted 9 months ago

“Make sure you do your research ahead of doing your first booking. They moved my family into a different vehicle class without notifying us first. We expected the mercedes and didn't get it in the end. This is very misleading.”

Helpful Report

Posted 9 months ago

Dear Valued Guest, Thank you for taking the time to share your experience. I’m truly sorry to hear that your family was placed in a different vehicle class than expected without prior notice. We understand how important it is to have clarity and satisfaction in your booking experience and it’s clear we missed the mark this time. Your feedback is invaluable to us as we strive to improve our communication and service quality. If you have any further concerns or would like to discuss this situation in more detail, please don't hesitate to reach out to us at guestrelations@blacklane.com. We appreciate your understanding and hope to have the opportunity to serve you better in the future. Best wishes, Jacob

Posted 9 months ago

“I did not personally use your service, but I paid for your service to transport 2 friends from LAX Southwest Airlines to the Cambria LAX Hotel. Unfortunately, I was informed by the 2 people who did use your service that the driver arrived in a timely manner, but he apparently, while driving to the hotel, received a phone call for additional work and requested, rather rude, for his passengers to be quiet so that he could her. This was very unprofessional. As a result, I will not be utilizing your service anytime in the future.”

Helpful Report

Posted 9 months ago

Dear Ronald, Thank you for sharing your feedback. I sincerely apologize for the unprofessional behavior you described during your friends' ride. We aim to provide a high standard of service, and it’s clear we fell short this time. Your concerns regarding the driver’s conduct are important to us, and we will address this matter internally to ensure it does not happen again. Please contact us directly at guestrelations@blacklane.com so we can take the necessary steps to resolve the issue and prevent a recurrence. We appreciate your understanding and hope you might consider giving us another chance in the future. Warm regards, Lucia

Posted 9 months ago

“Driver was late to meet us, on top of which the driver went to the wrong terminal so we had then to wait for him to make his way to the correct side of the airport. I had to cal lthe driver for this information, no courtesy of contacting me via phone or app to let me know. he did get us to our destination smoothly in a well prepared clean vehicle however. first and last time of using Blacklane.”

Helpful Report

Posted 9 months ago

Dear Bernard, Thank you for your feedback. I’m truly sorry to hear about the issues you experienced with your chauffeur's arrival and terminal mix up. We understand how important timely and clear communication is, and I apologize for not meeting your expectations in this regard. It's good to hear that your ride to the destination was smooth and that the vehicle was clean. Your comments are valuable to us and we will use them to improve our service and communication going forward. If you would like to discuss your experience further, please reach out to us at guestrelations@blacklane.com. We hope to have the opportunity to provide you with a better experience in the future. Warm regards, Jacob

Posted 9 months ago

“I paid for a meet and greet for my wife because she had lots of bags to carry. The driver text her and said to meet her at the curb because parking and walking takes too long. This should have been communicated prior to the booking.”

Helpful Report

Posted 9 months ago

Dear Christopher, Thank you for your feedback regarding your experience with the meet and greet service. I’m truly sorry to hear that the communication about the chauffeur's request to meet at the curb was not conveyed to you prior to your booking. We strive to ensure that all details are clear to our clients and I appreciate you bringing this to our attention. We value your feedback and would welcome the opportunity to discuss this further. If you would like to provide more details, please reach out to us at guestrelations@blacklane.com. Thank you for your understanding and we hope to see you again in the future. Warm regards, Jacob

Posted 9 months ago

“I’m writing to express our disappointment with the service we received during our recent trip. We booked two car transfers between Boston Logan Airport and Great Barrington (round trip). Unfortunately, our experience fell short of expectations. Upon our arrival at Boston Logan, our flight was delayed due to a plane parking issue. Despite informing both the driver and your central dispatch by phone, no driver was present when we exited the airport. We were left waiting over an hour for a replacement, which led to complications with our hotel check-in and a very disrupted night. For our return trip, we attempted to change the pickup address in advance, but this change was not honored. The driver went to the original location, and we had to rush to meet him there, which caused additional stress. One of the main reasons I rely on professional drivers during business trips is to save time and ensure a smooth, stress-free experience. Unfortunately, this was not the case on this occasion.”

Helpful Report

Posted 10 months ago

Dear Louis, Thank you for taking the time to share your experience with us. I sincerely apologise for the delays and the complications you faced during your recent trip. I understand how important timely and efficient transportation is, especially during business trips, and I’m sorry that your travel plans were disrupted. We would really like to get to the bottom of what went wrong here, and make it right. I kindly encourage you to email your booking number to guestrelations@blacklane.com, so a member of the team can investigate for you. I am so sorry we could not deliver the service you deserve this time around - I hope you will consider giving us one more chance. Kind regards, Chloe

Posted 9 months ago

“Car booked and paid for was mercedes suv, but that model or car wasn't there and a regular suv was sent for pick up. Have no complaint for the driver.”

Helpful Report

Posted 10 months ago

Dear Poonam, Thank you for your feedback on your recent ride in one of our business vans. I am deeply sorry the vehicle you journeyed in was not what you were expecting. We advise that our business vans will be a Mercedes-Benz V Class or similar. We have a variety of different premium SUVs in our fleet, so we are unable to guarantee one specific model. Our guests can rest assured that all our vehicles must be approved by us as being top quality and made in the last 3 years. We want to understand how we can help you to give us another chance. I gently encourage you to contact us at guestrelations@blacklane.com with your booking number for this ride. Hopefully we will see you again in the near future. Best regards, Chloe

Posted 9 months ago

“Unimpressed at all. Customer service also unhelpful.”

Helpful Report

Posted 10 months ago

Dear Prof. Mohamed, Thank you for your feedback regarding your recent ride with us. I'm truly sorry to hear that our customer service did not meet your expectations. We strive to provide excellent support for our customers, and it's evident that we fell short this time. I would appreciate the opportunity to understand what happened with your booking, as our guests' experience is our highest priority. Please feel free to contact us at guestrelations@blacklane.com with your booking reference. We would love the opportunity to restore your faith in us. I hope you will consider giving us another chance in future. Best regards, Chloe

Posted 9 months ago

“When we landed in Amsterdam our driver was 10 minutes late. Not really a problem but, quite q walk to the vehicle. Second pick-up The driver could not get to the hotel because of partial construction on the side street. The concierge had to tell him to go around the street to get to the hotel We were charged 6 Euros and told we were late. I requested a ride to our cruise ship, not realizing their were two terminals in Amsterdam.. When the driver called he told me the ship had been diverted. I panicked and placed multiple calls to our cruise line. It had not been diverted and always went to the same terminal. He refused take us to the correct one and left us at the ferry terminal. Took a taxi to the cruise ship terminal for 140 Euros. He was also rude and claimed I had requested cancelling the ride, which is untrue. Our third pick up at the Copenhagen Terminal went smoother, but not without several calls about which terminal and that he could not find us. I had texted him the night before arrival with the exact terminal information the cruise line had given me. All in all a VERY frustrating experience.”

Helpful Report

Posted 10 months ago

Dear Diane, Thank you for taking the time to share your comments regarding your recent experience with us. I extend my genuine apologies for the challenges you faced during your pickups in Amsterdam and Copenhagen. You were relying on us for a smooth, relaxing ride either side of your cruise, and we let you down. Each of your concerns is valid, and I want you to know that we take this feedback seriously. I encourage you to reach out to us at guestrelations@blacklane.com with your booking details so we can investigate these matters further. We would like the opportunity to make things right. Thank you for your understanding, and we hope to provide you with a better experience in the future. Kind regards, Chloe

Posted 9 months ago

“We have used Blacklane in the past and been happy with the service. But the LGA pick up was horrible. It started with the wrong written instructions about where to go, then the driver texting an old phone number rather than the one I used to book the service, and lastly with the driver condescending to my husband once we finally met up with him. I doubt we will use the service in the future.”

Helpful Report

Posted 10 months ago

Dear Heather, Thank you for taking the time to share your recent experience with us. I am truly sorry to learn that your recent LGA pick-up did not meet our usual standards. Communication should be seamless at every stage of your booking, including when meeting your chauffeur. We strive to ensure our chauffeurs provide excellent service, including respectful interactions at all times. We sincerely hope to have the chance to regain your trust in the future. I encourage you to send us your booking number to guestrelations@blacklane.com so we can properly address your concerns. Warm regards, Chloe

Posted 9 months ago

“While I had to edit my pick up address a couple of times between two locations (more than an hour prior), each time I made the change, my fare went up $50, however, the locations were less than two miles from each other and my final pick up location was also my original location, yet the same pick up was now $100 more than the original quote. unfortunately, in addition, the car did not smell clean. The driver was personable and kind...and the ride showed up on time, but the experience was less than acceptable.”

Helpful Report

Posted 10 months ago

Dear Guest, Thank you for sharing about your recent experience. Our chauffeurs' promptness and professionalism are both essential to our service, so it is great to hear your feedback regarding this. I am, however, very sorry for the frustration you encountered with fare adjustments. Our dynamic pricing means that various factors affect the price of your ride, including the amount of time left before the ride is due to take place. We pride ourselves on high-quality, clean vehicles, so it is disappointing to hear you did not receive our expected service. Please do send your booking number to guestrelations@blacklane.com if you'd like to discuss your experience further. We sincerely hope you will consider riding with us again in the near future. We would be ecstatic to have you aboard. Warm regards, Chloe

Posted 9 months ago

“Not the car we ordered. Driver didn’t speak any English - was advised fluent English on booking. Timely arrival Good communication”

Helpful Report

Posted 10 months ago

Dear Thomas, Thank you for sharing your thoughts with us about your recent ride. Please accept our deepest apologies for the delay in responding to your review. I am so sorry to hear that your assigned chauffuer did not speak sufficient English, and arrived in a different vehicle than you were expecting. This is not reflective of the reliable, luxury service we wish to offer. So we can thoroughly investigate this matter, I kindly ask you to email us at guestrelations@blacklane.com with your booking number. Regardless, it is reassuring to know that your chauffeur arrived on time and that the communication in the lead up to your ride went smoothly. I really hope that on your next trip, we are able to provide you with the level of service you deserve. Hoping to see you booking with us again soon. Kind regards, Chloe

Posted 9 months ago

“1. You sent 2 cars instead of 1 car to Greening Wood on 28th June to transfer us to Heathrow Terminal 5. 2. You have not answered my email dated 30th June confirming that our Booking for 1 car from Heathrow to Greening Wood on 9th July is confirmed. We do need this transfer!!! See also my email today. Peter Eckert”

Helpful Report

Posted 10 months ago

Dear Mr. Eckert, Thank you for sharing your feedback about your ride to the airport. I apologise for the confusion regarding your transfers and for not responding promptly to your email about your return booking. We understand how important your travel plans are, and I would like to offer my personal apologies for any added stress to your journey. I am glad to see that the same issue was avoided on your return journey, and sincerely hope that you had a pleasant trip. I do hope you will consider Blacklane again on future journeys. Best regards, Chloe

Posted 9 months ago

“No one seems to answer the phone. My phone was stolen and I emailed with someone to let them know that it would be difficult for me to contact the driver. I landed at 5:30 AM and still no one answered the phone. I was on hold for 20 minutes.”

Helpful Report

Posted 10 months ago

Dear Margaret, Thank you for taking the time to share your experience with us. I sincerely apologise for the frustration you encountered when trying to reach our team. Your situation is concerning, especially after having your phone stolen, and it’s clear we did not meet your expectations when you needed us the most. We strive to provide reliable support, and I'm disappointed to hear that we fell short in this instance. If you have ongoing concerns, please reach out to us directly through email at guestrelations@blacklane.com. We are here to help. Kindest regards, Chloe

Posted 9 months ago

“Very slow responding to customer emails. Substituted limo with local minicab at very short notice. Not very impressed”

Helpful Report

Posted 10 months ago

Dear Jonathan, Thank you for your feedback regarding your ride. I am profoundly sorry for our delay in responding to you - this is not reflective of the excellent service we wish to provide. We want our guests to be able to depend on us to go the extra mile. Occasionally local supply issues mean we are not able to provide your expected vehicle, instead finding a suitable alternative. These instances are rare, and our dedicated team do everything they can to locate the best possible vehicle for your journey. I would like to extend my sincere apologies that on this occasion, the local minicab we found for you did not meet your rightfully high standards. If you could kindly email us your booking number, I would be happy to investigate what sadly went wrong with your ride. Please contact guestrelations@blacklane.com. We really hope you will give us another chance to deliver the service you deserve. Best regards, Chloe

Posted 9 months ago

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