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

“Way too expensive.”

Helpful Report

Posted 4 months ago

Dear Sacha, Thank you for taking a moment to share your thoughts with us. We understand your concern about pricing and truly appreciate your feedback. Our fares reflect the added elements of a premium service - such as professional chauffeurs, fixed rates without surge pricing, and a consistently high level of comfort and reliability. That said, we completely understand that value is personal, and we’ll continue reviewing our offerings to make sure they meet our guests’ expectations. Warm regards, Veronica

Posted 4 months ago

“Driver was complaining we had too many suitcases (one large, two carry on, one backpack, a CPAP); finally when he tried to put them in the trunk they all fit. During the ride it was a lot of complaining about foreigners taking over the city.”

Helpful Report

Posted 4 months ago

Dear Valued Guest, Thank you for bringing this to our attention. We're sorry to hear about your experience with your chauffeur - this certainly doesn’t reflect the professionalism and respect we expect from our team. We’d appreciate the chance to look into this further and address the matter appropriately. Please contact us at guestrelations@blacklane.com so we can assist you directly. With sincere apologies, Veronica

Posted 4 months ago

“I‘ve booked a first class ride and it was changed without my knowledge to a business class ride because of availability I‘ve got a short term message. This would be acceptable but not to pay the same price as for a first class ride…”

Helpful Report

Posted 4 months ago

Dear Christian, Thank you for taking the time to share your experience and for choosing us for your recent ride. We’re truly sorry to hear that your booking was changed from a first class ride to a business class option without prior notice and at the original rate. We’d really appreciate the opportunity to look into this further and make things right - please reach out to us directly at guestrelations@blacklane.com so we can assist you in resolving this matter. Warm regards, Veronica

Posted 4 months ago

“Driver needs to be more familiar with area and easy way to approach freeways . During our trip to the j.k airport was a concern”

Helpful Report

Posted 4 months ago

Dear Luis, Thank you for sharing your feedback. We’re sorry to hear that the chauffeur's familiarity with the area and freeway access affected your trip to the airport. We take concerns like this seriously and will make sure that they do not occur in the near future. We hope to welcome you again soon. Kind regards, Jacob

Posted 4 months ago

“Good service. A bit too expensive. From my home to jfk the cab fare is $50. I don't mind you charge double. But yoy charge TRIPLE@”

Helpful Report

Posted 4 months ago

Dear Joshua, Thank you for taking the time to share your experience. We’re glad you found the service good, but we’re sorry to hear you felt the price was not justifiable for the trip to JFK. We provide a professional and luxurious chauffeur service that goes beyond a standard cab fare, ensuring your comfort and safety throughout your journey. We hope to welcome you again on your next trip. Kind regards, Jacob

Posted 4 months ago

“Driver obviously didn't want to work that night. Was a bit aggressive in his driving and not very friendly.”

Helpful Report

Posted 5 months ago

Dear Reviewer, Thank you for letting us know. We’re sorry to hear the chauffeur's behavior affected your night and that the ride wasn’t as friendly as expected. This isn’t the standard we aim for. We’d like to investigate this further. Please contact our team at guestrelations@blacklane.com with your booking number so we can review the trip details and address the issue promptly. Kind regards, Jacob

Posted 4 months ago

“Blacklane’s service can be incredibly good - but depends on contract drivers who occasionally self-destruct and provide very poor service. The app and head office are diligent but unable to provide timely updates to avoid disasters when a driver lets them down”

Helpful Report

Posted 5 months ago

Dear Simon, Thank you for sharing your experience. We’re sorry to hear that some chauffeurs and communication didn’t meet your expectations and that timely updates were lacking. We take issues like this seriously and would like to review what happened in detail. Please contact our team at guestrelations@blacklane.com with your booking number and a brief summary so we can look into it right away. Kind regards, Jacob

Posted 4 months ago

“Car smelt like an ashtray. My journey was 40min so it was rather unpleasant and started affecting my sinuses. Either ensure all cars are non-smoking or give me the choice between a smoking or non-smoking car”

Helpful Report

Posted 5 months ago

Dear Valued Guest, Thank you for sharing your experience. We’re very sorry to hear about the strong smoke smell and that it affected your journey. We understand how unpleasant this can be. Please contact our team at guestrelations@blacklane.com with your booking number so we can review what happened and work to resolve this issue. Kind regards, Jacob

Posted 4 months ago

“unfortunately, despite being quite nice cars, MB efull electric are as uncomfortable as Teslas. Extremely hard seatings at the rear side of the car. They are more like buckets instead of real seatings. Plus electric cars are way too hard to drive. Too much of torque for a smooth driving for this kind of service. I'll come back to 7 series UBER instead”

Helpful Report

Posted 5 months ago

Dear Jorge, Meeting our climate change goals is important to us, so we are proud to have electric vehicles in our fleet. However, it is crucial that our guests feel comfortable and relaxed when riding in our electric cars. Your feedback is important, and we’d like to review this with you to understand how we can improve. Please contact us at guestrelations@blacklane.com with your booking details so our team can assist directly and explore a suitable resolution. Kind regards, Chloe

Posted 4 months ago

“Although we received a note that the driver had arrived we couldn't locate the car and spent 20 minutes looking for it. Eventually found the drivers contact details and gave him a call. He claimed he couldn't pull in front of the venue. There were several other cars and taxis waiting in front of the venue. If I had been by myself I would not have been happy to search for the car in the streets. The streets around the venue were quite busy but by that time, just after midnight, we just wanted to be on our way home.”

Helpful Report

Posted 5 months ago

Dear Valued Guest, We’re very sorry to hear about the trouble locating your chauffeur and the delay you experienced after midnight. That’s not the standard we aim for and we understand how frustrating the situation must have been. We’d like to review your booking in detail and make this right. Please contact us at guestrelations@blacklane.com with your booking number so our team can assist directly. Kind regards, Jacob

Posted 4 months ago

“Uber black is a better experience”

Helpful Report

Posted 5 months ago

Dear Clark, Thank you for sharing your feedback with us. We understand your perspective and appreciate you letting us know how your experience compared. Insights like yours help us continue refining the level of comfort and professionalism we aim to deliver with every ride. We hope to have the opportunity to better meet your expectations in the future. Warm regards, Veronica

Posted 5 months ago

“Service was excellent-timing, courtesy, professionalis. BUT, it is dramatically overpriced. I had hoped to book in advance but there was some uncertainty about timing so I was constrained into booking same day. The already expensive ride price had increased by 40%, which is ridiculous. I was using a credit card perk so I went forward with the booking, nevertheless. Absent that perk, I would not have booked the ride with Blacklane. Three times the price of what I might have paid with Uber,”

Helpful Report

Posted 5 months ago

Dear Lourdes, Thank you for sharing your feedback. We’re glad to hear our service met your expectations in terms of timing and professionalism, but we’re sorry the pricing was not aligned with your needs. Please email guestrelations@blacklane.com with your booking number - we would be happy to review your booking and would love for you to give us another chance. Kind regards, Chloe

Posted 5 months ago

“Driver was late. No sign. Would have been better with executive uber. Not impressed. The value not there. Expecting Mercedes. Got Chevy suv instead.”

Helpful Report

Posted 5 months ago

Dear Marc, We’re truly sorry to hear the assigned vehicle did not meet your expectations during your recent booking. This isn’t the standard we aim for, and we understand how disappointing it was that your chauffeur was late. Please email guestrelations@blacklane.com with your booking number. We’ll investigate immediately and work to make this right. Kind regards, Chloe

Posted 5 months ago

“I didn't have any difficulties with them in (admittedly limited) past usage, but a recent experience in Dublin, and the very poor team response to it, has put me off them and I'll be looking for alternatives in the future.”

Helpful Report

Posted 5 months ago

Dear Mark, Thank you for your feedback and I’m sorry to hear about your recent Dublin experience and the poor response you received. This isn’t the level of service we strive for. If you could share your booking number and a brief outline of what happened by emailing us on guestrelations@blacklane.com, we’ll investigate immediately and provide you with further assistance. Kind regards, Jacob

Posted 5 months ago

“It was an excellent service to use when I was in Switzerland (where most app-based car services have limited availability). I was truly impressed with the quality of service and the vehicle provided. Here in New York, it's much less impressive though. When I order a Mercedes-Benz E-Class or similar, I should NOT be getting dispatched a Chevy Suburban. That's not a luxury vehicle and not similar to a Mercedes in any way. Because of these differences between geographies, I rate Blacklane only three stars.”

Helpful Report

Posted 5 months ago

Hi Lucas, Thank you for sharing your experience. We’re sorry the vehicle you received in New York didn’t meet your expectations or align with the Mercedes-Benz E-Class standard you anticipated. We understand how important a consistent luxury experience is. We offer a variety of vehicles depending on the location, rest assured all of our vehicles fall under the respective vehicle class, regardless of the location. Warm regards, Jacob

Posted 5 months ago

“I had scheduled two rides for my clients - one from the airport to hotel and one from the hotel to the airport. The pickup at the airport went great. The pickup from the hotel did not happen. Less than 12 hours before, no chauffeur had been assigned so my client called Blacklane only to be told that there was no reservation in the system. This was false. We both had a confirmation email for it and I could see it in my bookings. I had to cancel this “non-existent” reservation and they took a Lyft instead.”

Helpful Report

Posted 5 months ago

Dear Beth, Thank you for sharing your experience. We’re sincerely sorry for the mix up with the second ride and for the confusion around the reservation status. This is not the level of reliability we strive for and we understand how frustrating it must have been for both you and your client. To help us investigate and address this promptly, could you please email us on guestrelations@blacklane.com with your booking number? Kind regards, Jacob

Posted 5 months ago

“The ride was comfortable; however, the driver made a video call and was texting a number of times during the ride. It was not safe and a bit surprising.”

Helpful Report

Posted 5 months ago

Dear Patrick, Thank you for sharing your experience. We’re glad the ride was comfortable, howver we’re very sorry to hear about the chauffeur's repeated video calls and texts during the trip, that is not acceptable and we understand why this was surprising and unsafe. Please email us to guestrelations@blacklane.com with your booking number so we can investigate this with the chauffeur and take appropriate action. We’re committed to ensuring safer and distraction free rides for all guests. Kind regards, Jacob

Posted 5 months ago

“A really wonderful ride in great comfort but alas very expensive. Chauffeur was excellent but the cost was more than double the usual fare I pay with Uber - so not affordable”

Helpful Report

Posted 5 months ago

Dear Nandu, Thank you for sharing your feedback. We’re glad the ride and chauffeur met your comfort expectations, but we’re sorry to hear the price was not affordable for you. Our pricing can vary by vehicle type, distance and time and we’re always aiming to provide transparent options. We hope to welcome you again in the near future. Warm regards, Jacob

Posted 5 months ago

“Black lane luxury car 10/10 black lane driver 7/10 Black lane website 2/10 Black Lane updates and messages 1/10 Black lane sent not one but TWO automatic messages with FALSE information about my airport booking. It said flight had been DELAYED by 12 hours and therefore the airport booking had been CHANGED as well. These automated FALSE messages came through when I was sitting onboard my flight. It caused extreme distress and unnecessary panic. Direct contact with the driver was advised and the driver confirmed that he would be waiting as planned at the original time. Even though I complained - the message came a second time. I have no plans to use Black Lane again.”

Helpful Report

Posted 5 months ago

Dear Valued Guest, We’re truly sorry for the automated messages with false information and the distress this caused. This isn’t the experience we aim to provide and we understand your frustration. Please share your booking number so we can investigate with our booking/IT teams and ensure this doesn’t happen again. You can email guestrelations@blacklane.com with the details. Thank you for bringing this to our attention. We’ll work to prevent similar occurrences in the future. Warm regards, Jacob

Posted 5 months ago

“More expensive than uber for similar experience”

Helpful Report

Posted 5 months ago

Dear Sheena, Thank you for sharing your feedback. We understand that our pricing may be higher than rideshare options like Uber. Our service operates as a professional chauffeur experience, which includes premium, well maintained vehicles, trained chauffeurs and a higher level of comfort and reliability. We aim to provide a luxury service rather than a standard transportation option. We truly appreciate your understanding and hope to have the opportunity to serve you again in the future. Warm regards, Jacob

Posted 5 months ago

Blacklane GmbH is rated 4.7 based on 3,627 reviews