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

“Terrible! The driver was not where I told them to pick me up and had to walk far with all my luggage and I was there for a job with extra luggage and I had to pull all the heavy luggage because you couldn't listen to instructions. It was stressful and a taxi would of been much better and attentive. You need to change your vendor in Naples. The worst service ever!!”

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Posted 10 months ago

Dear Isabella, I want to offer my profound apologies for the distressing experience you had in Naples. Your frustration is completely understandable, especially when traveling with extra luggage for an important commitment. We aim to provide attentive and reliable service, and we fell short in this instance. I appreciate your feedback as it is crucial for us to ensure our guests receive the highest standard of service. To investigate this matter further, I kindly ask you to reach out to us at guestrelations@blacklane.com with your booking details. Thank you for bringing this to our attention, and I hope we have the opportunity to make things right for you in the future. Kind regards, Chloe

Posted 9 months ago

“My concern was raised within the day of my unfortunate experience. But I have not received any actions and approval of my request.”

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Posted 10 months ago

Dear Katherine, Thank you for letting us know about your negative experience - I am so sorry your ride did not go according to plan. For me to understand exactly what went wrong, I kindly ask you to email your booking number to guestrelations@blacklane.com. We want to find an effective solution to problems whenever they arise, therefore it is with deep regret that you did not receive support in a timely manner. I want to iterate that this is not the desired or expected experience for our guests, and we want to work to resolve your issue as soon as possible. Please do follow up using the mentioned email address. I thank you for reaching out and hope to address the matter with you soon. Best regards, Chloe

Posted 9 months ago

“I booked a First Class ride with Blacklane (Booking #103589960) for 3:55 am to Gatwick, hoping for a seamless and safe transfer. Unfortunately, the experience was the exact opposite — upsetting and distressing. The driver arrived at the wrong location and had no idea where he was. I was left alone on the street in the middle of the night, calling him repeatedly to guide him. This completely defeated the purpose of choosing Blacklane over cheaper alternatives like Uber — I paid a premium to avoid this very situation. When he eventually arrived, he did not assist me with my heavy luggage — I had to drag it three blocks alone. Worse, he was rude, combative, and argumentative throughout the journey, making me feel extremely unsafe. As a woman traveling alone at 4 am, this was terrifying. I reached out to Blacklane immediately, asking for a full refund and assurances this would be addressed, but received only an automated response. For nearly £300, I expected professional service and basic decency — neither of which were delivered. I cannot recommend Blacklane based on this experience. If safety and reliability matter to you, look elsewhere.”

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Posted 10 months ago

Dear guest, Thank you so much for taking the time to share about your experience. I am truly sorry we failed to deliver the service we promised for your early morning ride to Gatwick. You are absolutely right to expect a first-class service from us. As you have kindly provided your booking number and an explanation of your journey, I have reached out to you by email to discuss the matter further. We take your feedback incredibly seriously, and a full investigation is being carried out into what went wrong on your ride. Safety and reliability are the cornerstones of any service, let alone a premium one. Therefore, it is essential we get these right. I hope we are able to resolve the matter for you, and that we are able to restore some of your trust in us. Best regards, Brooke

Posted 10 months ago

“Terrible service worst possible. First driver walked away and I was charged a cancellation fee. Still not returned. Return trip driver was. 30 mins late. Wish I'd never ever met Blacklane”

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Posted 10 months ago

Dear Anthony, Thank you for sharing your feedback regarding your recent experience with us. I truly apologise for the issues you encountered, particularly with the unexpected cancellation and the delays on your return trip. This is not the level of service we aim to provide. I want to assure you that your feedback is very important to us. We would really like to investigate further, to ensure everything is resolved with your rides. Please could you email your booking numbers to guestrelations@blacklane.com? Warm regards, Chloe

Posted 9 months ago

“Extremely difficult to navigate your website. Regent says a credit was applied to my acccount, yet my credit card shows a charge from Blacklane. Was the credit received and was it posted?”

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Posted 10 months ago

Dear Robert, Thank you for reaching out and sharing your concerns regarding your Regent Seven Seas booking. I sincerely apologise for the confusion you've faced. Navigating these situations can be frustrating, and it's important to us that you get the clarity you need. I recommend reaching out to us directly, so we can confirm whether your booking was correctly placed. Please could you kindly email us at guestrelations@blacklane.com? We appreciate your patience, and sincerely apoloigse for our delay in reaching your review. If we have not already found a solution for you, please contact us so we are able to reach one as soon as possible. Warmest regards, Chloe

Posted 9 months ago

“Unable to connect with customer service. Literally impossible - on hold for 30 minutes multiple times before giving up. Chat link is broken - useless to have a driving service if you can't reach someone when you need help. Cancelling and will just use uber.”

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Posted 10 months ago

Dear Alison, Thank you for sharing your recent experience - please accept my deepest apologies that you experienced difficulties contacting us. We are available for our guests on phone and chat 24/7, so it is really regretful that you could not reach us for support. This experience is not acceptable for our luxury service, and we would really like to make it up to you. Please could you send your booking number to guestrelations@blacklane.com? Kindest regards, Chloe

Posted 9 months ago

“Twice in a row, in Paris and in LA, your drivers showed up in cars with license plate numbers different than those texted to me which made the cars difficult to find as I w always meet curbside. Also, I tried to order a Blacklane in LA at 5 PM last Wednesday for a 7 PM pick-up and I precluded from ordering and had to use a different service. Not good!!!”

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Posted 10 months ago

Dear Guest, Thank you for sharing your feedback with us. It is important to know how we are doing in all our locations, as we strive to create a consistent, fantastic service no matter the location. I am sorry for the delay in responding to your valuable comments. So we can be sure to take the necessary action regarding your rides in Paris and Los Angeles, please can you email your booking number to us at guestrelations@blacklane.com? We really want to understand what went wrong for your rides, and how we can regain your trust. Best regards, Chloe

Posted 9 months ago

“I am writing this review because I am honestly shocked at how poorly our recent booking was handled. We trusted Blacklane with a fleet of seven vehicles for a major event, and what should have been a seamless, premium experience was instead a chaotic and stressful ordeal. The issues began when a minor scheduling change was needed for one car. The drivers were inflexible and impatient, refusing to help directly and forcing me to call Blacklane's support line. It was impossible to get through. For over 30 minutes, two of us were desperately trying to reach someone, only for Blacklane’s only action to be calling the driver to ask for their permission. It was a pointless, stressful hassle that solved nothing. The drivers' conduct was equally unprofessional. One attempted to direct my handling of the other cars—telling me to release vehicles before passengers had even arrived—and then had the audacity to request a 5-star review. Another driver smoked a cigarette while waiting for our passengers and then threatened to leave if we took much longer, effectively threatening to leave them stranded. The whole experience was a chaotic disaster. The complete lack of accessible support, combined with the unprofessionalism of the drivers, created a mess. There was no semblance of the premium service Blacklane advertises. For any event that requires coordination, reliability, and professional conduct, I strongly advise against using them based on this experience.”

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Posted 10 months ago

Dear guest, Thank you for taking the to time to share such detail about your recent booking. I am profoundly sorry you had such a disappointing experience - this is absolutely not reflective of the high quality service standard we pride ourselves on. The Blacklane experience should be seamless, with our chauffeurs and customer concierges always going the extra mile to accommodate your needs. This is especially important when you are at a major event, as many complex pieces of the puzzle need to fit together perfectly for things to go right. I would really like to investigate what went wrong with your booking, and help provide a resolution that works for you. If you haven't already, I kindly ask you to email your booking number to guestrelations@blacklane.com. We take our service standards seriously and we want to make this right. Kindest regards, Chloe

Posted 10 months ago

“When I specifically ordered a Mercedes Benz Sprinter as there were four passengers with 6 large and 4 small pieces of luggage a large SUV arrived. NOT ACCEPTABLE. It meant that one person was in the front passenger’s seat, two in the back seat and one in the single third row seat as the double seat had to be folded down to accommodate the luggage. A very uncomfortable ride from the airport to the hotel. VERY DISAPPOINTED IN BLACKLANE.”

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Posted 11 months ago

Dear Paul, Thank you for reaching out and sharing your experience with us. I’m truly sorry to hear that your recent ride did not meet your expectations and caused discomfort during your journey. This is certainly not the valued service standard we strive to provide. Your feedback is important, and I want to ensure we address this issue effectively. If you could please provide your booking details to guestrelations@blacklane.com, we will investigate the matter further and work towards a solution for you. Warm regards, Veronica

Posted 10 months ago

“Unfortunately, I was charged twice for one service.”

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Posted 11 months ago

Dear Zayed, Thank you for sharing about your recent Blacklane booking. I am very sorry it did not live up to our usual seamless experience. Your concern may relate to the pre-authorisation hold we put on your bank account to secure your booking. However, to be sure, I kindly ask you to email your booking reference number to guestrelations@blacklane.com. We would be more than happy to investigate and resolve the matter for you. Kind regards, Chloe

Posted 11 months ago

“I was really expecting so much more when ordering with this company. When the car picked me up I thought to myself “I should have just ordered an uber black”. The driver was nice, but the car had a smell of smoke. There was no sign at the airport with my name. The car was a Lincoln Navigator and I was expecting a Mercedes or a car within that class of luxury. I was really disappointed that I spent more money on a car that I expected to have an exclusive experience. It fell short on so many levels. There was nothing that represented a luxury experience. I would not recommend spending this money when you can get a nicer car and experience through other ride share programs.”

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Posted 11 months ago

Dear Valued Guest, Thank you for taking the time to share your feedback about your recent experience with us. I sincerely apologize that the service did not meet your expectations. It is disappointing to hear that the vehicle did not provide the luxurious experience we aim for, and I understand how frustrating it can be when things fall short. We take our customers' feedback very seriously and would appreciate the opportunity to investigate your experience further. Please reach out with your booking details to guestrelations@blacklane.com so we can address your concerns directly. Warm regards, Veronica

Posted 10 months ago

“Driver never showed up to my clients hotel. In fact, I had a persuade her to use you guys. She wanted to use the hotels transfer service.. this made me look so bad as a travel agent.”

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Posted 11 months ago

Dear Ms. Allison, Thank you for sharing your experience, and we sincerely apologize for the inconvenience caused by the missed pickup. If you could provide your booking details to guestrelations@blacklane.com, we would be happy to investigate this further and ensure we address your concerns. Your feedback is invaluable in helping us improve our services. Best wishes, Veronica

Posted 11 months ago

“2 rides got cancelled one hour before the flights arrived resp. departed - that's unacceptable”

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Posted 11 months ago

Dear Ms. Ulrike, Thank you for your feedback regarding your recent experience. We sincerely apologize for the cancellations of your rides and we regret that we did not meet your expectations on this occasion. If you could share your booking details with us at guestrelations@blacklane.com, we would be more than happy to investigate this further. Our goal is to ensure a seamless experience for all our customers. Thank you for your understanding, and we hope to regain your trust in the future. Warm regards, Veronica

Posted 11 months ago

“The driver couldn’t be bothered to wait a few extra minutes for a minor delay. I personally called him and clearly instructed him to reschedule the pickup time. Not only did he ignore my request and show up at the original time, but he also had the audacity to leave at the time I had asked him to arrive. This is completely unacceptable and shows a total lack of professionalism and basic customer service. A truly disappointing and frustrating experience.”

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Posted 11 months ago

Dear Mustapha, Thank you for letting us know what went wrong with your recent ride. Please accept my profound apologies that our service didn't live up to your expectations this time around. We really do aim to provide excellence on every ride. I will gladly investigate the conduct of your chauffeur if you could please send your booking number for this ride to guestrelations@blacklane.com. It is vital to know what we need to do to make your next experience a much better one. Wishing you all the best. Warm regards, Chloe

Posted 11 months ago

“Driver showed up late and it was 3x the price of an Uber Black from the Houston airport to the Heights.”

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Posted 11 months ago

Dear Gardner, Thank you for your feedback regarding your recent experience. We sincerely apologize for the delays you faced with the chauffeur and for the pricing concerns you mentioned. Your comments are important to us, and we continuously strive to improve our services. Please reach out to us at guestrelations@blacklane.com so we can address this matter further. We appreciate your understanding and hope to have the opportunity to provide satisfactory service in the near future. Warm regards, Max

Posted 11 months ago

“Very poor last time. Emirates made the reservation for my trip to the Houston airport on May 21 at 16:55. I was surprised to receive an e-mail in the morning of May 21 that my reservation had been canceled. I called Emirates, who tried to call Blacklane to rectify the situation, but couldn’t get through. I stayed on the phone for over an hour, and then got cut off. They gave me a number to call, and I called that number, and waited and waited. Finally one living breathing person responded. She spent another 5 to 10 minutes, and then wanted to transfer me to another department. To my surprise, I was transferred back to the same place where I started, listening to the same music and announcements. By this time, I’ve spent about three hours on this, and was running out of time. I then made a new reservation, which cost me $196.00. to get to the airport. I want this charge refunded.”

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Posted 11 months ago

Dear Pk, Thank you for sharing your experience and we deeply regret the challenges you faced with your reservation. It’s truly disappointing to hear about the cancellation and the difficulties you encountered while trying to resolve the issue. Your feedback is very important to us and we are committed to improving our services. Please reach out to our support team at guestrelations@blacklane.com, so we can assist you further. Thank you for your understanding, and we hope to make this right for you. Warm regards, Max

Posted 11 months ago

“Why did you send me a “Summer Gift” of $50 which doesn’t work?? I tried multiple times. It’s a horrible experience!”

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Posted 11 months ago

Dear Sidney, Thank you for bringing this to our attention. We’re truly sorry to hear about your frustrating experience with the “Summer Gift” and appreciate your feedback. Please reach out to our support team at guestrelations@blacklane.com so we can resolve this issue for you. Thank you again for your patience, and we look forward to assisting you further. Warm regards, Max

Posted 11 months ago

“The driver wasn't waiting at the designated spot. There was no name sign and later the driver stated that he had no phone number to contact me. However, my assistants cell phone was added to the reservation and he hasn't received a call either. Very poor service for what we have paid!”

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Posted 11 months ago

Dear Alexander, Thank you for taking the time to share your feedback regarding your recent experience. We sincerely apologize for the inconvenience you faced with the driver not being at the designated spot and the lack of communication. Please reach out to us at guestrelations@blacklane.com with your details so we can look into this matter further. Thank you once again for your feedback, and we hope to regain your trust in the future. Warm regards, Veronica

Posted 11 months ago

“You guys totally screwed this up. When we first booked the car and gave the flight info, your booking showed the wrong arrival time. I tried to call you to tell you that you had the wrong time, and was on hold for 30 minutes, so hung up. Then we texted you. We were told not to worry, you track the flight. The plane did not land at the time you had, it landed after 11:30, which was the scheduled arrival time when we booked the car. If I could give zero stars, I would. You are supposed to track the plane. You apparently didnt. When the passenger landed, no car was there and when she called you, no one ever picked up.”

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Posted 11 months ago

Dear Richard, Thank you for taking the time to share your experience with us. We genuinely appreciate your feedback and are very sorry to hear about the issues you faced during your recent booking. We also regret that you had difficulty reaching our team and we understand how crucial timely service is. We would like to look into this further, please share with us your bookings details to guestrelations@blacklane.com. Thank you once again for your feedback, and we hope to hear from you soon. Warm regards, Robin

Posted 11 months ago

“Pick up and ride were great BUT still waiting for an invoice and payment! How hard can it be? I’ve chased and have now given up. Utter rubbish”

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Posted 1 year ago

Dear Mr. Timothy, Thank you for sharing your experience with us. We're glad to hear that your pick-up and ride went well, but we sincerely apologize for the delay you've encountered with the invoice. Please reach out to us at guestrelations@blacklane.com with your details, and we will do our best to assist you. Thank you for your understanding, and we hope to resolve this for you soon. Warm regards, Robin

Posted 11 months ago

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