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

“This will be the last time I use you. Flexibility is key in black car service and you've proven twice that it is not among the terms of ypur service”

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Posted 6 months ago

Dear Katia, Thank you for taking a moment to share your thoughts. We’re sorry to hear that your recent experiences didn’t reflect the flexibility you expected. We understand how important adaptability is and appreciate you bringing this to our attention. We’d like the opportunity to review your feedback and assist you directly - please reach out to us at guestrelations@blacklane.com so we can look into this further. Best regards, Veronica

Posted 6 months ago

“Prefer Uber or Lift! Driver was NOT honest!!!!”

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Posted 6 months ago

Dear Sam, Thank you for sharing your review. We’re concerned to hear about your impression of the chauffeur’s honesty and understand how disappointing that must have felt. We’d like to examine the details more closely and provide support - please reach out to us at guestrelations@blacklane.com so our team can review this directly. Warm regards, Veronica

Posted 6 months ago

“Overpriced considering the service quality”

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Posted 6 months ago

Dear Valued Guest, Thank you for your feedback regarding our service. We always strive to provide an exceptional experience, and I’m sorry to hear you felt our pricing didn’t reflect the quality you received. Your concerns are important to us, and we take them seriously as we continuously work to improve our service. If you’d like to discuss this further, please don’t hesitate to reach out to us at guestrelations@blacklane.com. We value your insights and would love to make this right for you. Best wishes, Chloe

Posted 6 months ago

“Dear team, I have been waiting for a week to hear back about my complaint. Clearly the customer is not a big priority. As a result, I have decided to use another car service today”

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Posted 6 months ago

Dear Mika, Thank you for reaching out to us. I sincerely apologise for the delay in addressing your complaint, as we recognise the importance of timely communication. Your concerns are truly valued, and it’s disheartening to hear that we did not meet your expectations. We would welcome the opportunity to discuss your experience further. Please reach out to us at guestrelations@blacklane.com so we can assist you directly and follow up on your concerns. Warm regards, Chloe

Posted 6 months ago

“The driver was great but the pick up was delayed by 1.5 hours. It was lucky I was not in a hurry. But I never had to wait so long a delay.”

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Posted 6 months ago

Dear Paul, Thank you for sharing your experience with us. We’re glad to hear your chauffeur made a good impression, but we’re truly sorry for the significant delay at pickup. Waiting that long is understandably frustrating and not reflective of the reliability we aim to provide. We’d like to review what caused the delay and prevent this from happening again. Please reach out to us at guestrelations@blacklane.com so we can look into it further and assist you directly. Kind regards, Veronica

Posted 6 months ago

“It was not as bad but not worth the premium. The car was nice but the driver was looking at the phone while driving on crazy NYC high way from JFK to manhattan. Unsure if I would book again, I would explore other chauffeur service.”

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Posted 6 months ago

Dear Wesley, Thank you sincerely for sharing your feedback. We’re sorry to hear that your recent ride didn’t fully meet your expectations. While we’re pleased the vehicle comfort was up to standard, your note regarding the chauffeur’s attentiveness on the road concerns us, as safety and professionalism are central to our service. We’d appreciate the chance to look into this matter more closely to ensure it’s addressed appropriately. Please reach out to us at guestrelations@blacklane.com so we can assist you directly. Warm regards, Veronica

Posted 6 months ago

“Did not have a car for me and didn't let me know until a few hours before.”

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Posted 7 months ago

Dear Matthew, Thank you for sharing your feedback. We’re very sorry to hear that your ride was cancelled just a few hours before your pickup and completely understand how frustrating that must have been. We’d appreciate the chance to review what happened and ensure it doesn’t recur. Please reach out to us at guestrelations@blacklane.com so our team can assist you directly. Warm regards, Veronica

Posted 7 months ago

“After enduring a grueling 32-hour long-haul journey, the last thing I expected was to be stranded at the arrival area with no chauffeur in sight. I had booked Emirates’ chauffeur service expecting a seamless transition from flight to car, but instead I was left wandering around the terminal, exhausted and frustrated. There was no one holding my name, no clear signage, no communication. I had to approach another chauffeur—who was waiting for someone else—just to figure out who the coordinator was. Only then did someone scramble to assign me a driver. This is not the level of service I expect from Emirates, especially after such a long flight. The lack of organization and accountability was shocking. When you’re tired, jet-lagged, and relying on a premium service to get you home, this kind of chaos is simply unacceptable. Emirates needs to seriously rethink how they manage their ground services outsourced to Blacklane. I had no issues with their Chauffer service in the US and Dubai but always an issue in SG.”

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Posted 7 months ago

Dear Valued Guest, Thank you for sharing your feedback. We’re very sorry to hear about the difficulties you faced after such a long journey and completely understand how frustrating it must have been to arrive with no chauffeur in sight. This is certainly not the smooth experience we aim to provide. We’re reviewing what happened with our local team to prevent this from recurring. Please contact us at guestrelations@blacklane.com so we can look into your case further and make things right. Kind regards, Veronica

Posted 7 months ago

“The drivers and the cars are great except the app doesn’t work well for any changes. I requested a bigger car 1.5 hrs earlier than meeting time, they still sent the original car which could not accommodate us. Still made me pay for it. Not happy about it at all.”

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Posted 7 months ago

Dear Valued Guest, Thank you for taking the time to share your feedback. We’re happy to hear you’ve had good experiences with our chauffeurs and vehicles, though we’re truly sorry about the frustration caused when your request for a larger car wasn’t reflected in the booking. We completely understand how disappointing that must have been, especially when your plans depended on having the right vehicle. We’ve noted your comments and will review this situation internally to help improve the reliability of our app and booking process. Your feedback is invaluable in helping us deliver a smoother and more consistent experience in the future. Warm regards, Veronica

Posted 7 months ago

“Hello, We would like to note that in the past few months, the booked rides were being cancelled on short notice”

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Posted 7 months ago

Dear Valued Guest, Thank you for taking the time to share your feedback with us. We’re sincerely sorry to hear that several of your recent rides were cancelled on short notice. We’d really appreciate the opportunity to look into what’s been happening and work on preventing future disruptions. Please reach out to us at guestrelations@blacklane.com, and our team will gladly assist you directly. With appreciation, Veronica

Posted 7 months ago

“The chauffeur was rushing clients somewhere else than they arrived, but then he wasn't there, he didn't speak English and they had a hard time arguing. There was no one standing at the exit with a signed name. It took 30 minutes to find the taxi driver”

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Posted 7 months ago

Dear Daniela, Thank you for sharing this feedback. We’re truly sorry to hear about the difficult experience your clients had upon arrival. We completely understand how stressful this must have been and regret that our service did not provide the smooth and reliable experience expected. We’d appreciate the chance to review the details and address this properly with our local team. Please reach out to us at guestrelations@blacklane.com so we can look into it further and ensure this doesn’t happen again. Kind regards, Veronica

Posted 7 months ago

“My last few airport pickups the drivers haven’t come inside with signs. And the in-app chat doesn’t work (the texts aren’t received by the driver) making it impossible to contact the driver without calling support.”

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Posted 7 months ago

Dear Jessica, Thank you for taking the time to share your feedback. We’re truly sorry to hear about the difficulties you experienced during your recent airport pickups - especially not meeting your chauffeurs inside with name signs and the challenges with our in‑app chat. We’d appreciate the opportunity to look into what happened and address these issues to improve your future experiences. Please contact us at guestrelations@blacklane.com, and our team will gladly assist you directly. Warm regards, Veronica

Posted 7 months ago

“According to my passenger - he feared for his life. The driver was driving way too fast.”

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Posted 7 months ago

Dear Erika, Thank you for bringing this to our attention. We’re deeply sorry to hear about your passenger’s experience and completely understand how distressing that situation must have been. Safety is our highest priority, and it’s very concerning to learn that your passenger felt unsafe during the journey. We’d appreciate the chance to investigate this further and take appropriate action. Please contact us at guestrelations@blacklane.com with the booking details so we can review the situation thoroughly and follow up with our chauffeur partners. Kind regards, Veronica

Posted 7 months ago

“This was a very disappointing experience. The price you quoted is multiples of what a ride hailing costs in shanghai (US$112 vs RMB 150) but I decided to book with you on the basis we were arriving late and were unfamiliar with the airport and the journey to the hotel. Your terms clearly state that amendments can be made to the booking without charge up to 60 minutes before the scheduled pick up. Just prior to taking off on our 2.5 hour flight, the pilot radioed we were expected to arrive 30 mins earlier than anticipated. I made the appropriate change in the app well within the time limit required with the intention of making it more convenient to the driver. And you charged me an additional $55. What was supposed to be a hassle free way of arriving into Shanghai became anything but as I tried to work this out through your customer service channels. I suggest you take a good look at what happened here and ensure it doesn't happen again.”

Helpful Report

Posted 8 months ago

Dear Valued Guest, Thank you for sharing your experience with us. We sincerely apologize for the discomfort and stress you encountered during your booking process, especially after your flight changes. Your feedback regarding the amendment charge and our customer service handling is valuable, and we will certainly look into this matter to ensure it doesn't happen again. Please feel free to reach out to us at guestrelations@blacklane.com so we can address your concerns more effectively. Warm regards, Veronica

Posted 7 months ago

“driver late.”

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Posted 8 months ago

Dear Valued Guest, Thank you for sharing your feedback. We’re sorry to hear that your chauffeur arrived late and understand how frustrating that can be when schedules are tight. We’d appreciate the opportunity to look into this further - please contact us at guestrelations@blacklane.com so we can assist you directly. Kind regards, Veronica

Posted 7 months ago

“the driver arrived 35 mins late”

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Posted 8 months ago

Dear Mohamed, Thank you for sharing your feedback with us. We’re very sorry to hear that your chauffeur arrived 35 minutes late and fully understand how inconvenient that must have been, especially when time is important. We’d appreciate the chance to look into this further and understand what caused the delay. Please get in touch with us at guestrelations@blacklane.com so our team can assist you directly and address this properly. Safe travels ahead, Veronica

Posted 7 months ago

“I have been a long time customer of Blacklane and I feel like the service has been diminishing over time. The drivers are not as professional as before (example: my driver did not hold up a name card and I wasn’t able to call him so I had to search for someone who looked like the image on the app). Many issues have arisen with the car and wrong driver being sent as well as multiple no shows. At this price point it should be a smooth experience with excellent customer service. I even got sent discount codes that did not work and had to chat to an agent for 1 hour just to confirm that yes indeed I am entitled to the code and to get it applied. If I find another drop off service I may just switch. I’m only a customer right now out of need for an airport drop off service.”

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Posted 8 months ago

Dear Valued Guest, Thank you for taking the time to share such detailed feedback. We’re truly sorry to hear about the issues you’ve experienced with recent rides and understand how disappointing this must feel - especially after being a long‑time Blacklane customer. We’d deeply appreciate the opportunity to review these concerns in detail. Please reach out to us at guestrelations@blacklane.com, and our team will personally assist you. Thank you again for bringing this to our attention. We genuinely hope to earn back your confidence and provide a smoother, more reliable experience next time. Warm regards, Veronica

Posted 7 months ago

“they didnt show up at an agreed pickup point”

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Posted 8 months ago

Dear Giuseppe, Thank you for letting us know about your experience. We’re very sorry to hear that your chauffeur did not arrive at the agreed pick-up point. We’d really appreciate the chance to look into this further and see what happened. Please reach out to us at guestrelations@blacklane.com so we can assist you directly. Kind regards, Veronica

Posted 7 months ago

“Really disappointed with my last few bookings with Blacklane. They confirmed the job had been accepted then cancelled about 20 minutes before we were meant to be picked up. I wish instead of 'confirmed' it said pending. In which case I would have started looking for an alternative company just in case. For context I was at an offsite with my company at a very remote location, so it wasn't ideal.”

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Posted 8 months ago

Dear Gabbi, Thank you for taking the time to share your feedback. We’re truly sorry to hear about your recent experiences. We’d appreciate the opportunity to investigate this further and understand what went wrong. Please contact us at guestrelations@blacklane.com so we can review the details and work on preventing this from happening again. Warm regards, Veronica

Posted 7 months ago

“We were expecting for the driver to meet us at the luggage collection. Although I booked my car using my USA number, they had it under my UAE, so, I had to call the company when we arrived since we did not see the driver at the luggage collection area. Finally they replied to my text stating that they do not have a reservation for us. even though the driver text me stating that he was there. We had to go and look for him. It would have been much easier and cheaper to have booked Uber or Lyft had I know the service is exactly the same as Uber anyway. Even the pick up place was in the same place as Uber. My experience with them in UAE is so much better. Will not be using them in USA. The driver was very nice though.”

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Posted 8 months ago

Dear Hugh, We truly appreciate you taking the time to let us know about your arrival experience. We’re sorry to hear about your experience. 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. It’s encouraging to know you still found your driver pleasant, and we hope we can make your next journey a smooth one from start to finish. Kind regards, Veronica

Posted 8 months ago

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