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

“everything perfect”

Posted 4 months ago

Dear Walter, Thank you so much for taking a moment to share your thoughts with us. We’re delighted to hear that everything went perfectly during your ride. Knowing you had a smooth, seamless experience with your chauffeur means a lot to our entire team. We look forward to welcoming you back for another effortless journey soon. Kind regards, Veronica

Posted 4 months ago

“Driver was unbelievably intrusive and wouldn’t stop asking me personal questions about income, job, etc. pushy about booking with him directly off the app. Not professional at all. Not booking with blacklane ever again.”

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Posted 4 months ago

Dear Jon, Thank you for taking the time to share your feedback with us. We're truly sorry to hear about your recent experience - that is not the level of professionalism we expect from our chauffeurs. We’d appreciate the chance to look into this further and ensure it’s properly addressed. Please reach out to us directly at guestrelations@blacklane.com with your booking details so we can assist you and take appropriate action. Warm regards, Veronica

Posted 4 months ago

“Fullstendig kaos. Lang ventetid. Sjåføren holdt på og sovne flere ganger på vei til hotellet. Grufull opplevelse.”

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Posted 4 months ago

Dear Cathrine, Thank you for taking the time to share your feedback with us. We’re concerned to hear about what you've described and understand how unsettling that must have felt. Please know that we take such reports seriously and would like to investigate the matter further to gain a full understanding of what happened. Could you kindly reach out to us at guestrelations@blacklane.com with your booking details so our team can look into this thoroughly and follow up with you directly? Best regards, Veronica

Posted 4 months ago

“In my last booking, I updated my pickup time by half an hour, and Blacklane charged me an additional $105 on top of the total cost. I find it unreasonable to be charged $105 just for updating the pickup details.this is pathetic and would never recommend to anyone else”

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Posted 4 months ago

Dear Khushboo, Thank you for sharing your feedback and taking the time to tell us about your recent experience. We're sorry to hear about the issue with the charge after you adjusted your pickup time. We’d appreciate the opportunity to review this further and better understand what happened. Please contact us directly at guestrelations@blacklane.com so we can assist you and look into the details. Warm regards, Veronica

Posted 4 months ago

“We used this service to get our daughter to the airport and the driver was FaceTiming and browsing TikTok in heavy traffic. It made her feel very unsafe. I’m disappointed because we thought this would be a safe option to get her where we needed her to be.”

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Posted 4 months ago

Dear Linsey, Thank you for sharing your feedback. We’re concerned to hear about your daughter’s experience and take any report of safety issues seriously. While we don’t yet have full details of what occurred, we’d like the opportunity to review this carefully and clarify what happened. Please contact us at guestrelations@blacklane.com so our team can look into it further and assist you directly. Kind regards, Veronica

Posted 4 months ago

“Having so much confident on your company but i lost my bag on my arrival.I given complaint also.But no response on your side.”

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Posted 5 months ago

Dear Pardhasaradhi, Thank you for sharing your feedback with us. We're truly sorry to hear about the missing bag and that you haven’t received a response yet. We'd appreciate the opportunity to look into this further - please reach out to us at guestrelations@blacklane.com so we can assist you directly and help resolve the issue. We value your trust in us and hope to make this right for you soon. Warm regards, Veronica

Posted 4 months ago

“We made it clear we have lots of luggage and arranged for 2 SUV but only one vehicle M/Benz pitched up and this was most inconvenient we had to arrange with our hotel (The Leela Palace) for extra transport in New Delhi. Vehicle was not clean!!”

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Posted 5 months ago

Dear Valued Guest, Thank you for bringing this to our attention. We’re sorry to hear about the inconvenience caused by the vehicle arrangement and your concerns regarding its condition. We’d like to review what happened and assist you directly - please contact us at guestrelations@blacklane.com so our team can look into this further. Warm regards, Veronica

Posted 5 months ago

“I booked an S Class vehicle only to land and be told that "your requested car class is unavailable" and I end up with a beat up Audi A4 with a broken windshield. To add insult to injury, Blacklane charges me for the S Class and makes no other change. I am not about to use this company again.”

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Posted 5 months ago

Dear Andrew, Thank you for sharing your feedback. We regret that you received a vehicle below the class you booked and understand how disappointing that must have been, especially after expecting an S-Class. We’d appreciate the opportunity to review your case and clarify what happened. Please contact us at guestrelations@blacklane.com with your booking details so we can assist you directly and address the issue properly. Kind regards, Veronica

Posted 5 months ago

“Both times I’ve used Blacklane have gone horribly wrong, will not be using again. This last experience in London was truly terrible customer service and can’t believe I paid that much for what we received. Will be sticking to uber or Lyft or other services. Would be happy to provide details if anyone wants them.”

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Posted 5 months ago

Dear Heather, Thank you for taking the time to share your feedback. We’re sorry to hear that both of your experiences, particularly your recent one in London, fell short of expectations. We understand how disappointing this must have been and take your comments seriously. We’d appreciate the chance to review the details and address your concerns properly. Please contact us at guestrelations@blacklane.com with your booking information so our team can assist you directly. Kind regards, Veronica

Posted 5 months ago

“Driver came too early tried to bully us into getting off ship then left us before he was supposed to be there”

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Posted 5 months ago

Dear Debbie, We’re truly sorry to hear about the early arrival and the pressure you felt from the chauffeur. That is not the experience we aim to provide and we understand how stressful this can be when you’re coordinating on a ship. We’d like to investigate what happened and ensure it doesn’t repeat. Could you please send us an email to guestrelations@blacklane.com with your booking details so we can look into this right away and assist you as best as possible. Thank you for bringing this to our attention and we look forward to hearing from you. Kind regards, Jacob

Posted 5 months ago

“Hi Thank you for requesting feedback regarding Blacklane Booking 242493423 | Pickup from The Pinnacle at Duxton to Singapore Changi Airport (SIN) on 29 November 2025 at 07:30. Unfortunately, the experience was quite disappointing. I did not receive any notification the day before, nor prior to 7:30 AM, confirming the assigned car or driver. I went downstairs with my 9-month-old baby, my wife, and all five pieces of luggage at 7:25 AM, but only at 7:35 AM did I receive an update from the app and the driver informing me that he was running late. The car eventually arrived at 8:10 AM. This created a very stressful situation for us, especially as we were traveling with an infant. It would have been extremely helpful if the service had communicated the accurate pickup time in advance, as the Blacklane app normally suggests. That said, the chauffeur was extremely apologetic upon arrival and assisted us with the luggage, which we appreciated. Our arrival experience in Dubai was smooth and very pleasant. My sincere request: For our upcoming pickup in Dubai (from Deema 3, Villa 147, The Lakes to the airport), could you please confirm the exact arrival time in advance and ensure that a large van is arranged? We will have a baby, a pram, and five pieces of luggage, so timely arrival and adequate space are essential. Thank you very much for your assistance. Regards, Yash +65 8181 0510”

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Posted 5 months ago

Dear Yash, Thank you for taking the time to share such detailed feedback about your recent journey. We’re truly sorry for the stress and delay you experienced during your pickup in Singapore, especially while traveling with your baby and family. We’ve reached out to you directly via email to assist personally and to ensure your upcoming Dubai transfer is handled smoothly, with the right vehicle and timely coordination. We appreciate your understanding and the kind words about your chauffeur’s efforts upon arrival, and we look forward to making your next ride a seamless one. Warm regards, Veronica

Posted 5 months ago

“Quality declined. Too many changes of assigned driver. Too many drivers for whom the English language is a distant aspiration.”

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Posted 5 months ago

Dear Craig, We’re truly sorry to hear that your recent experience didn’t meet expectations. Your feedback regarding chauffeur consistency and communication is very much appreciated, and we’ll ensure it’s shared with our team to help us improve. We understand how important smooth coordination and clear language are for a comfortable journey, and we regret any inconvenience this may have caused. Thank you for taking the time to bring this to our attention - it helps us continue refining our service. Kind regards, Veronica

Posted 5 months ago

“Very unhappy with the service and I now have concerns about trusting blacklane for my clients as well. I waited over 30 minutes in Baggage claim and the driver was no where in site. "Traffic" was the excuse. Thats no excuse. She should have planned accordingly. The reason I booked blacklane was so that I could leave the airport quickly after my long trip and not wait. I could have ubered much faster and for far less money.”

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Posted 5 months ago

Dear Valued Guest, We’re truly sorry for the experience you described. We completely understand your frustration, especially when reliability is the reason you chose our service. Thank you for bringing this to our attention - feedback like yours helps us identify where we need to improve. We would appreciate the chance to look into this further and restore your confidence. Please contact us at guestrelations@blacklane.com so we can assist you directly. With sincere apologies, Veronica

Posted 5 months ago

“I did a booking (115244415) that was confirmed on 18th of November at 1.05pm. On 20th of November at 09.54 am I receive an email that the ride is cancelled. This is just before I board my plane. I am then forced to do a new booking to get a chauffeur (299204444). Same time and place for pick up. This ride is then confirmed, but the fee is roughly 40usd more expensive. I expect to get this difference refunded at your earliest convenience.”

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Posted 5 months ago

Dear Morten, Thank you for reaching out and for providing the details of your experience. We truly appreciate your feedback. We’re very sorry for the inconvenience caused by the cancellation and the price difference on your subsequent booking. Please note that we’ve sent an email to the address associated with your account with more information regarding your refund request. We really appreciate your patience and understanding while we work to make this right. Warm regards, Veronica

Posted 5 months ago

“The chauffer never turned up and we had to get a taxi. They took my £225 for four hours chauffer hire and despite calling the number was put through to an automated service. Will be reclaiming monies via my credit card provider. Do not use this company. Buyer beware!! Derek”

Helpful Report

Posted 5 months ago

Dear Derek, Thank you for taking the time to share your experience. We’re very sorry to hear that your chauffeur did not arrive and that you were unable to reach our team by phone. We completely understand how frustrating this situation must have been, especially after arranging a pre-booked ride. We'd appreciate the chance to look into this further - please contact us at guestrelations@blacklane.com with your booking details so we can assist you directly. Kind regards, Veronica

Posted 5 months ago

“Terrible. Ship disembarkation was delayed. Iwas in contact with the driver but he left. Black lane never sent a back up .had to make a new booking wait 4 hours and pay again ($525) to get to Hamburg from bremerhaven. Will never use them again”

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Posted 5 months ago

Dear Cecile, Thank you for sharing your experience with us - we genuinely appreciate you taking the time, even though we’re so sorry it was under such disappointing circumstances. What you described is not the level of reliability and support we want for our guests. We're sorry to hear about your experience and we'd really like the opportunity to investigate what happened and make things right. Please reach out to us directly at guestrelations@blacklane.com with your booking details so our team can assist you further. Warm regards, Veronica

Posted 5 months ago

“I am still trying to get a refund after they didn’t reply to my repeated attempts to find out when they were picking me up. They had the flight time as my pick up time, never replied, and showed up anyway after u canceled and are charging me for the pick up. Horrible customer service. Will never use them again.”

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Posted 6 months ago

Dear Stephanie, Thank you for reaching out and sharing your experience with us. We’re very sorry for the inconvenience and poor communication you faced regarding your pickup and refund. We'd appreciate the chance to look into this further - please contact us at guestrelations@blacklane.com with your booking details so we can assist you directly. Best regards, Veronica

Posted 6 months ago

“The driver changed 3 times within an hour. I had a greeter meeting my client and it was ridiculous.”

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Posted 6 months ago

Dear Julie, Thank you for taking the time to share your feedback with us. We’re truly sorry to learn about the repeated chauffeur changes and the inconvenience this caused. We’d appreciate the opportunity to review what happened and address it properly. Please reach out to us at guestrelations@blacklane.com so we can look into your booking and assist you personally. With appreciation, Veronica

Posted 6 months ago

“I have written Blacklane about a dispute on a recent invoice and I think the responses I'm receiving are generated by AI because in addition to trying to resolve/reduce the fare for that invoice (which was sent to me again with the same fare and no further explanation, I've inquired 3x as to whether our firm, CVC, has a new account manager. Neither query has been answered to my satisfaction.”

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Posted 6 months ago

Dear Sally, Thank you for reaching out and sharing your concerns with us. We’re sorry to hear that your recent communication regarding the invoice dispute and account management hasn’t been handled to your satisfaction. We’d appreciate the chance to review this matter directly and ensure you receive clear, personalized assistance. Please contact us at guestrelations@blacklane.com so we can look into your case and provide the detailed support you deserve. Sincerely, Veronica

Posted 6 months ago

“I have used Blacklane throught Europe and in the US in the past and my final ride on November 9th in NYC will make me not use them. They said two checked bags and my wife and I had just that plus additional carryon bags. and the driver refused to take us. Found another service that was more than accommodating. DO NOT USE BLACKLANE”

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Posted 6 months ago

Dear Alan, Thank you for sharing your comments about your recent New York ride. We’re sorry to hear about your experience and understand how frustrating it must have been to be unable to make use of your scheduled ride. We’d like to review what happened and see how we can make this right. Please reach out to guestrelations@blacklane.com with your booking details so our team can investigate promptly. Kind regards, Chloe

Posted 6 months ago

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