Blacklane GmbH Reviews

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

4.7 Rating 3,627 Reviews

100 %

of reviewers recommend Blacklane GmbH

Company Reviews

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About Blacklane GmbH:

Upgrade your travels with Blacklane. We bring peace of mind to the most stressful part of travel: between the front door and your destination. Our chauffeurs are available for airport transfers, by the hour, on-demand and for city-to-city trips, ensuring guest safety, efficiency, and comfort across more than 500 cities worldwide. Book your Blacklane service at all-inclusive rates on our website or app or via distribution and channel partners.

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Anonymous

Anonymous // 01/01/2019

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English

“It is very difficult to get in touch someone on the telephone and the email response is very slow. That doesn't work for our company.”

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Posted 10 months ago

Dear Vinay, Thank you for your feedback regarding your difficulties in reaching us. I truly apologize for the slow response times you encountered, we understand how crucial prompt communication is for your business. We value your input and are always looking to improve our service. Please feel free to contact us directly at guestrelations@blacklane.com so that we can address your concerns more effectively. Best regards, Max

Posted 9 months ago

“Blacklane didnt arrive on time at my expected pick up spot. I had landed in a foreign country with no cellphone connection and language barrier. Not being there when I got off the train became a big frustration for me.”

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Posted 10 months ago

Dear Seana, Thank you for sharing your experience with us. I sincerely apologize for the inconvenience you faced upon arriving at the pick up location. We understand how important timely service is, especially when navigating a new location without a cellphone and with language barriers. I would appreciate the opportunity to discuss this matter further to see what has exactly happened and what we can do to help. Please reach out to us at guestrelations@blacklane.com and we will ensure your concerns are taken seriously. Warm regards, Max

Posted 9 months ago

“Nearly impossible to find driver after a concert. Only a postcode to find him, took three phone calls and texts to get him to finally drop his location and even then we couldn’t find him. The app needs to have the exact dropped location pin, 40mins of hell trying to find the car”

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Posted 10 months ago

Dear Emma, Thank you for sharing your experience with us. I'm truly sorry to hear about the difficulty you faced in locating your driver after the concert. This is certainly not the smooth, hassle-free experience we aim to provide. Your feedback is invaluable, and we'll be addressing this issue to ensure our app provides clearer location guidance in the future. If you'd like to discuss this further, please reach out to us at guestrelations@blacklane.com. We would appreciate the opportunity to make things right for you. Warm regards, Chloe

Posted 10 months ago

“Very difficult to reach an agent. I was on hold for 35 minutes and finally hung up and used another company.”

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Posted 11 months ago

Dear Marilyn, Thank you for your feedback regarding your recent experience with us. I sincerely apologise for the difficulty you faced in reaching our team. We really do value your input and hope you’ll consider giving us another try in the future. If you would like us to thoroughly investigate what went wrong for you, we will gladly do so. Please email us at guestrelations@blacklane.com. Warm regards, Chloe

Posted 11 months ago

“Although I rate the driver a 5* my son left a backpack on the back seat full of charger cords. We were his first drop off of the day and I left a message with him immediately after drop off and throughout the day. I never received a call back from him and lost out on around $150 of cords and blocks and backpack.”

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Posted 11 months ago

Dear Gloria, Thank you for taking the time to share your Blacklane experience with us. I would be keen to investigate the feedback you have shared. Could you kindly share your booking number with me via guestrelations@blacklane.com so I can look into this? I look forward to hearing from you. Best wishes, Dylan

Posted 11 months ago

“The driver (name) was not the driver stated in the pickup confirmation email although the car and license plate matched. Instead of pickup at the luggage belt as announced the driver asked us to come to an upper floor, instructions were difficult to understand due to accent and bad connection. It took an extra 20 minutes to sort out the pickup. Car and drive to destination were ok.”

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Posted 11 months ago

Dear Mr. Franz, Thank you for sharing your experience with us. I am sorry to hear about the confusion during your pickup and the difficulty in understanding the driver's instructions. If you could send your booking details to guestrelations@blacklane.com, we would be happy to investigate this matter further. We appreciate your patience as we work to enhance our service. Warm regards, Veronica

Posted 11 months ago

“Have send you this mail yesterday: first of all, my clients were not 100% satisfied with the transfer in New York. 1. The driver was not informed that a small city tour was ordered, but unfortunately he did it a bit reluctantly. 2. He dropped my clients off at the wrong hotel and then refused to take them to the booked hotel. My second question is: The agreed amount has been debited from my VISA account BLACKLANE *977017731. However, there is still a reservation under the same booking number on my VISA account. I kindly ask you to clarify this as soon as possible, before there is a double deduction.”

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Posted 11 months ago

Dear Lara, Thank you for reaching out and sharing your concerns. We're genuinely sorry to hear that your clients were not fully satisfied with their transfer in New York. It's important for us that every aspect of our service meets expectations, and we apologize for any inconvenience caused by the driver’s lack of information regarding the city tour, as well as the incorrect drop-off location. Regarding the billing issue, we understand how concerning this can be and we appreciate you bringing it to our attention. Please contact us directly at guestrelations@blacklane.com so we can clarify the reservation status and ensure everything is resolved promptly. Thank you for your understanding, and we hope to have the opportunity to serve you better in the future. Warm regards, Lucia

Posted 11 months ago

“I used the service in Europe and it was great. I tried them in Atlanta and never again. Driver did not meet us at the baggage claim. We had to wait for him at A2. Car was dirty and the driver was non stop talking about politics and Trump. Not worth the cost.”

Helpful Report

Posted 11 months ago

Dear Valued Customer, Thank you for sharing your experience with us. We're pleased to hear that you enjoyed our service in Europe, but we are truly sorry to learn about your experience in Atlanta. We understand how important it is for our chauffeurs to meet you promptly and ensure the vehicle is clean. Your feedback about the conversation being inappropriate is also noted, as we strive to provide a pleasant and professional atmosphere. Please reach out to us at guestrelations@blacklane.com, as we'd like to investigate further and ensure we address your concerns. We appreciate your feedback and hope to exceed your expectations in the future. Warm regards, Max

Posted 11 months ago

“With reference to Booking Number 123059719, the flight number is indicated, and the assigned driver was Varinder Singh, driving a Cadillac XT6 T755194C. Unfortunately, the customs process was very busy when Andreas arrived that day on May 6, causing delays and frustration for him. We were disappointed to learn that the driver left after waiting for only an hour. While we understand that the one-hour grace period is free of charge, we were under the impression that Blacklane drivers would continue waiting beyond the initial hour and simply charge extra for the additional waiting time. The driver just left and Andreas Hartl has to navigate his way via Uber and causing him to miss an important meeting with customer.”

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Posted 1 year ago

Dear Ms. Zoey, Thank you for sharing your feedback and providing details about your experience. We understand how frustrating delays at customs can be, especially when they impact important plans. Our one-hour waiting time policy is standard, and we are sorry for any confusion or inconvenience this may have caused. We see that you have already been in contact with our customer care team, but if you need any further clarification or would like to discuss your experience in more detail, please feel free to reach out to us at guestrelations@blacklane.com . Thank you once again for your feedback, and we hope to have the opportunity to seeing you onboard soon. Warm regards, Robin

Posted 11 months ago

“Our driver was prompt and courteous, no problem there. The situation is that he was supposed to pick us up on a Chevrolet Suburban and instead he picked us up on a normal car. What if I would been carrying four instead of two big pieces of luggage as I usually do? Not to mention that I was charged the price of a big SUV and not a normal car. Totally unacceptable. I won’t hire your services anymore.”

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Posted 1 year ago

Dear Mr. Ismael, Thank you for taking the time to share your feedback. We’re glad to hear that your driver was prompt and courteous. However, we sincerely apologize for the mix-up regarding the vehicle type. Please reach out to us at guestrelations@blacklane.com so we can address this matter and ensure a smooth experience in the future. Warm regards, Robin

Posted 11 months ago

“I booked airport pickup. The driver was late by 40 minutes, due to traffic. At airport arrivals, the driver held a phone with name on display (instead of A4 size name board)- which is not possible for the guest to see unless they are staring close to the phone! I was expecting a standard airport pick up service from Blacklane.”

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Posted 1 year ago

Dear Ms. Laine, Thank you for taking the time to provide your feedback. We sincerely apologize for the delays and the inconvenience caused upon your arrival. We aim to offer a seamless experience, if you could share more details about your booking at guestrelations@blacklane.com, we would be grateful for the opportunity to address this matter. Thank you for your understanding, and we hope to serve you better in the future. Warm regards, Robin

Posted 11 months ago

Blacklane GmbH is rated 4.7 based on 3,627 reviews