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

“My recent experience with your customer service has been disappointing and has fallen short of the standard we expect from a professional partner. Unfortunately, several areas have consistently missed the mark: Delayed Follow-Up Responses have been slow or nonexistent, forcing us to repeatedly follow up on matters that should have been resolved promptly. This has caused unnecessary frustration and delays. Poor System Usability Your system is cumbersome and difficult to navigate. Tasks that should be simple often require multiple attempts or assistance, which creates inefficiency and wastes valuable time. Inconsistent Communication The information we receive varies depending on who we speak with or which platform we’re using. This inconsistency has made it difficult to trust the accuracy of your guidance or processes. We’re disappointed that these issues remain ongoing despite prior attempts to work through them. At this stage, it’s clear that improvements are urgently needed to restore confidence in your service and systems.”

Helpful Report

Posted 7 months ago

Dear Shannon, Thank you for taking the time to share your feedback - I am so sorry you have not had the seamless experience with us we aim for. Your comments are truly appreciated and we will do all we can to make this right. We know that in busy periods, it can be frustrating to receive delayed responses. We will continue to improve our services to ensure contact with us is reliable and efficient. Receiving different information can be confusing, and I regret that we have not always been clear in our communication with you. We would really like to investigate what has gone wrong in your contact with us. Therefore I kindly ask you to email us at guestrelations@blacklane.com regarding your experience. As one of our valued professional partners, it is imperative we provide you with the quality of service you deserve. A senior member of the team will gladly look into things for you. Warmest regards, Chloe

Posted 7 months ago

“Never again. I have tried using Blacklane on a few occasions and each time it has not been right. Not the vehicle ordered / paid. Poor service”

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Posted 7 months ago

Dear Jason, Thank you for sharing your recent experiences with us. I'm really sorry to hear that we have not delivered the quality you expect from Blacklane. Please reach out to us at guestrelations@blacklane.com so we can look into this matter further and ensure it doesn’t happen again. Warm regards, Team Blacklane GmbH

Posted 7 months ago

“my last ride was not worthy of the name Blacklane. I flew in First Class with swiss and your driver did not picked me up. No sign - no driver. I had to call him twice to figure out, where he was. After 10 min I found him in front of the JFK airport. Not at the pick up G, as discussed in my second call. My RyderCup weekend started super! As bad as it gets, the driver was not able to drive his car in the JFK stop and go traffic. 70 min of go & brake, but not the normal way. Maybe I am a conservative German, but I am not, I am a German Disco owner. Make a long story short - this was not the blackline quality I know.”

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Posted 7 months ago

Dear Stefan, Thank you for taking the time to share your experience with us. I’m truly sorry to hear that your recent ride did not meet the high standards you expect from Blacklane. It's disappointing to learn about the issues you faced during your arrival at JFK and the challenges with your driver. Please reach out to us at guestrelations@blacklane.com so that we can further investigate your experience and address your concerns. Warm regards, Veronica

Posted 7 months ago

“they stranded us at bethpage golf course, an hour from Manhattan. I am requesting a refund because they didn't complete their service.”

Helpful Report

Posted 7 months ago

Dear John, Thank you for taking the time to share your experience. We’re truly sorry to hear about the situation at Bethpage and understand how inconvenient 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. Warm regards, Veronica

Posted 7 months ago

“I was deceived into thinking the app only offered luxury cars, since the only option listed was “Mercedes-Benz EQS or similar.” To my surprise, a GMC Yukon showed up—an older model that looked more like a shared ride than anything premium. It was honestly one of the biggest disappointments of the year.”

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Posted 7 months ago

Dear Leandro, Thank you for sharing your feedback with us. I'm truly sorry to hear about your experience and understand how disappointing it must have been to receive a different vehicle than expected. Please do not hesitate to reach out to us directly at guestrelations@blacklane.com, as we would like the opportunity to assist you further. Warm regards, Team Blacklane GmbH

Posted 7 months ago

“The driver booked from my hotel to JFK was lazy, unhelpful, indecisive if not appalling. His choice was to hesitate and argue rather than provide assistance and a solution to the inadequate manner in which he loaded my luggage into his car. The hopeless exercise resulted in my hotel concierge calling me a standard taxi to take me to the airport. The cost was $72.00 USD. After 3 weeks of travel worldwide I did not once experience such a dreadful driver. I will advise American Express Centurion accordingly.”

Helpful Report

Posted 7 months ago

Dear Damon, Thank you for taking the time to tell us about your experience. We’re truly sorry to hear about the service you received and completely understand your disappointment. This is not the standard we aim to uphold. Please contact guestrelations@blacklane.com so our team can look into the matter and assist you directly. Warm regards, Veronica

Posted 7 months ago

“Regent cruise line booked my car from Brooklyn, NY to Penn Club in NYC. ALL ARRANGEMENTS WERE MADE BY REGENT AND WERE TO BE CHARGED TO REGENT AS I AM A TITANIUM MEMBER. Booking #304036508 for pickup on Sept. 19 AT 9:15 AM. Driver was there and delivery was done. WHY DO I HAVE THREE CHARGES ON MY AMEX CARD FOR $ 226.71????????????????????????? ONE ON SEPT. 19 AND TWO ON SEPT. 21. PLEASE CALL ME AT 817-996-2437 ASAP. I HAVE DISPUTED THESE CHARGES WITH AMEX. RONALD GOLDMAN”

Helpful Report

Posted 7 months ago

Dear Mr. Goldman, Thank you for bringing this to our attention. We’re sorry for the confusion regarding these charges and understand your concern. We’ve checked your booking and can see that you’re already in contact with our Customer Care team about this matter. They’ll continue assisting you directly to ensure it’s resolved. Kind regards, Veronica

Posted 7 months ago

“Poor service. Had clearly pressed arrived at location 15 minutes prior to time but were not in location. Arrived 10 mins late post booked time with no apology. Did not answer phone when both I and concierge tried to contact them T ascertain whereabouts. Not up to standard.”

Helpful Report

Posted 7 months ago

Dear Stephen, Thank you for taking the time to share your experience. We’re sorry to hear about the delay and lack of communication you encountered, as this is not the level of service we strive to provide. 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

“Way too expensive. It should jot cost $160 to go 20 miles of back roads.”

Helpful Report

Posted 7 months ago

Dear David, Thank you for sharing your thoughts with us. I’m genuinely sorry to hear that you found our pricing to be higher than expected. We understand that cost is an important factor when choosing a transportation service. Our pricing reflects the quality of service, safety, and convenience we strive to provide. We consider ourselves a luxury service provider, and we aim to deliver only the best for our guests. We truly appreciate your input and hope to be able to prove we are value for money for you. Warm regards, Chloe

Posted 7 months ago

“You cancelled my reservation while I was flying. Not good”

Helpful Report

Posted 7 months ago

Dear Sean, I’m truly sorry to hear about your booking being cancelled during your flight. It’s completely understandable how frustrating this situation must have been for you, and I appreciate you bringing it to our attention. Ensuring a smooth experience for you is our top priority, and we regret that we didn’t meet that standard for your booking. We’re committed to investigating this issue thoroughly to prevent it from happening in the future. If you would like to discuss this further, please don’t hesitate to reach out to us at guestrelations@blacklane.com. We value your feedback and hope to have the opportunity to serve you better in the future. Warm regards, Chloe

Posted 7 months ago

“We were very pleased with the driver. On time and very pleasant. However when I received the final bill, they overcharged me 1/2 extra time. This wasn't true. The driver even commented that he dropped us off exactly at 1 pm, 3 hour ride.. Then they charged additional 22 KLM. They determined the 140 KLM would be sufficient, we had no indication they would charge extra based on their mileage calculation. They say they have a help centre, they only have answers to questions, no ability to connect with someone about our issues. After further dialogue with the company they have reverse the charges for the extra 1/2 hour and mileage. Based on these changes have rated the company differently..”

Helpful Report

Posted 7 months ago

Dear Martyn, Thank you for your feedback regarding your recent experience with us. I'm glad to hear that your chauffeur made a positive impression. However, I sincerely apologise for the confusion regarding your billing. It’s important to us that you feel you’re being charged fairly. I appreciate your patience as we worked through the situation together, and I'm pleased to know that the extra charges were reversed. We understand how vital transparent communication is in these matters, and we will continue to work on ensuring clarity in our pricing structures. As for our customer care team, we are contactable 24/7 by phone or online chat. You can reach us via our website. For less urgent support, you can also email us at service@blacklane.com. If you have any further concerns, please feel free to reach out to us. Warmest regards, Chloe

Posted 7 months ago

“App is a real problem. Texts sent to driver in the app did not pass to the driver. Resulted in a 30 wait. Deleted the app”

Helpful Report

Posted 7 months ago

Dear Jim, Thank you for sharing your experience, and I sincerely apologise for the inconvenience you faced with our app. We strive for seamless communication between chauffeurs and guests, and it’s concerning to hear that texts didn’t go through as intended. Your feedback is invaluable and helps us improve. I understand the frustration of waiting when things don’t go as planned, and we are committed to ensuring a smoother experience in the future. If you reconsider, I hope you might give us another chance to serve you better. We are here to assist you. Warm regards, Chloe

Posted 7 months ago

“HORRIBLE. You stranded the client. Cancelled - no show. This has NEVER happened to one of my clients booked with Blacklane. Unbelievable.”

Helpful Report

Posted 8 months ago

Dear Pamela, I sincerely apologise for the experience you and your client encountered; it’s truly disheartening to hear about this ride being a no show. We pride ourselves on providing reliable service, and we clearly fell short this time. Your feedback is incredibly valuable to us, and we would love the chance to understand what went wrong and ensure it doesn’t happen again. Please reach out to us at guestrelations@blacklane.com so we can address this matter directly. Thank you for sharing your thoughts, and we hope to restore your faith in our services. Warm regards, Chloe

Posted 7 months ago

“The lady did not speak good English, regretfully, was slow, not efficient and not enthusiastic to help us quickly. The result was that the passenger who needed an airport transfer went out to catch a taxi.”

Helpful Report

Posted 8 months ago

Dear Guest, Thank you for your comments - your feedback is essential in improving our service. It is very regretful that your client decided to make use of an alternative transport provider on this occasion. We would have loved the chance to take them to their desired destination. Understanding our guests' needs, and providing efficient solutions are essential parts of our luxury service. It is disappointing to hear we did not live up to our high standards on your contact with us. I hope you will consider giving us one more chance to make this right. We would love to have your guests on board with us soon. Kindest regards, Chloe

Posted 7 months ago

“I booked rides for an elderly couple and they were ghosted several times and still charged! Unacceptable.”

Helpful Report

Posted 8 months ago

Dear Denise, Thank you for bringing this to our attention. I sincerely apologize for the distress caused to the elderly couple during their rides. It is unacceptable for any of our valued customers to experience such issues and I understand how concerning this must have been for you and them. We take these matters seriously and would like the opportunity to investigate further to ensure this does not happen again. I kindly ask you to reach out to us at guestrelations@blacklane.com so we can address this directly. Your feedback is vital in helping us improve our services and restore your confidence in us. Warm regards, Jacob

Posted 7 months ago

“I request to log a complaint to Emirates chauffeur driver, Ka Tsun (Kanny) Chan, who picked me up at Hong Kong Airport on 17th September evening. His attitude and service was terrible. The driver slammed my luggages onto the ground when arrived the drop off destination. This resulted in immediate damage to one of the wheels of my luggages. Please reply to my email pandasa6688@gmail.com on how you would handle my case asap. Thank you.”

Helpful Report

Posted 8 months ago

Dear Charlene, Thank you for bringing your experience to our attention. I truly apologize for the unacceptable service you encountered with our chauffeur. We pride ourselves on providing a premium experience and it's disappointing to hear we missed the mark this time. Your feedback regarding the handling of your luggage is concerning and I assure you we take such incidents seriously. I was able to check and I can see that member of our team has been investigating your case and is currently working with you to resolve this issue. We appreciate your understanding and patience as we aim to resolve this matter. Warm regards, Jacob

Posted 7 months ago

“I booked my Blacklane ride to London Heathrow 2.5 weeks in advance to avoid last-minute travel stress. An hour before pickup, I even received a notification that my driver was on the way. Shockingly, the ride was canceled just 30 minutes before pickup. This was completely unacceptable. With Tube strikes happening that day, I had almost no alternatives and nearly missed my international flight. A premium pre-booked chauffeur service should never fail its customers like this, especially with no time to recover. I will never book with Blacklane again. If you value reliability and peace of mind before a flight, look elsewhere.”

Helpful Report

Posted 8 months ago

Dear Nick, Thank you for sharing your experience with us. I’m truly sorry to hear about the cancellation of your ride and the stress it caused before your flight. We understand how important it is to have reliable transportation, especially in situations involving international travel. Your feedback is invaluable to us and I assure you we are taking this matter seriously. We aim to uphold a standard of excellence and it's clear we fell short in this instance. I encourage you to reach out to us at guestrelations@blacklane.com so we can investigate further and ensure we address any underlying issues. We appreciate your understanding and hope to regain your trust in the future. Best wishes, Jacob

Posted 7 months ago

“Blacklane pick up at the Globe Theatre left us without a ride. I would think you had a means to know when the show time actually ended. The show ran longer & we hurried out the door 10 min before it ended to our Blacklane ride. He would not wait. VERY DISAPPOINTED.”

Helpful Report

Posted 8 months ago

Dear Winston, Thank you for sharing your experience with us. I sincerely apologize for the inconvenience you faced during your pick up after the show. We understand that timing is critical, especially when events run longer than expected and it’s disappointing that we didn’t meet your needs on this occasion. Please note that your 30 minute waiting period begins from the scheduled pickup time. As chauffeurs don’t receive live updates on show end times, we appreciate your understanding if there are any timing variations. We hope to see you on board of our vehicles in the near future for much smoother experience. Warmest regards, Jacob

Posted 7 months ago

“Please note, the driver was quite rude, saying he was waiting for 45 minutes but he wasn’t as he was still enroute at 10:58. We waited by his car and called Blacklane. We texted the driver twice (11:05) but the texts came back saying “sorry we cannot find your booking”. We also checked with him about going a southern route which would take 1hr 44min. But he said it would be triple the fare and we had to go the route booked, which was 2hr and 30 min. He then changed the route himself and I said “I thought you cannot change the route” - he said “well, I can, if I make the decision”. He had a massive attitude, said at one point they he will “stop talking” and was generally very rude - esp considering he knew it was our honeymoon!”

Helpful Report

Posted 8 months ago

Dear Valued Guest, Thank you for taking the time to share your experience with us. I’m truly sorry to hear about the conduct of the chauffeur during what should have been a joyful occasion. Your honeymoon is a special time and the lack of professionalism you encountered is unacceptable. We appreciate you bringing this to our attention and we will conduct a thorough review of the situation. Your feedback regarding the communication issues and route changes is essential for us to improve our service moving forward. I encourage you to reach out to us directly at guestrelations@blacklane.com with your booking details so we can address your concerns appropriately and work towards a resolution. Thank you for your understanding and we hope to have the chance to provide you with the quality service you expect in the future. Warmest regards, Jacob

Posted 7 months ago

“Driver late, car dirty, no child seat provided in spite of confirmation. Sent a complaint to their email and zero response or acknowledgement”

Helpful Report

Posted 8 months ago

Dear Otto, Thank you for taking the time to share your recent experience with us. We are truly sorry for the inconveniences you encountered - from the driver’s lateness to the vehicle’s condition, and the absence of a confirmed child seat. We fully understand how frustrating and stressful this must have been, especially when traveling with a child. Please rest assured that your concerns are very important to us. We have already reached out to you via the email address you provided in your booking so we can address the matter directly and find a resolution that reflects the service you expected and deserve. Warmest regards, Veronica

Posted 8 months ago

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