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

“Driver was extremely late. We were the last people on our flight to be picked up by either other services, cabs, etc. Car was too small. (maybe my fault but still). We could have easily taken a simple cab with higher level of service (which we did for the remainder of our trip) and better luxury. Drive didn't speak english well.”

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Posted 8 months ago

Dear Valued Guest, Thank you for sharing your feedback with us. I sincerely apologize for your experience and I understand how disappointing it must have been to encounter a late chauffeur and issues with the vehicle. Your feedback about the vehicle size and language barrier is also noted and we're committed to enhancing our services. We strive to provide a high level of luxury and professionalism and I'm sorry to hear that we fell short in these areas during your journey. Your satisfaction is important to us, and I encourage you to reach out to us directly on guestrelations@blacklane.com with you booking details so we can better understand your concerns and work towards a resolution. Thank you for your understanding and we hope to have the opportunity to serve you better in the future. Warmest regards, Jacob

Posted 7 months ago

“We were charged for an additional ride that we didn’t take. We are traveling in Scotland and we used Blacklane for pick up at the airport, and then return. Those rides were great. But we got an unknown charge for $295 from Berlin. We were never in Berlin. Frustrating because it’s not resolved. Also concerned that the app might not be secure. How did this happen?”

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Posted 8 months ago

Dear Jeanne, Thank you for your feedback and I’m truly sorry to hear about the charge for the additional ride. It’s understandable to feel frustrated, especially when you feel you’ve not received the service you expected from us. Your experience is invaluable and I assure you we take these matters seriously. Security and clarity in our billing process are crucial and I regret that this incident has caused concern, I would like to inform your that Blacklane headquarters are located in Berlin and that is why you might be seeing this location on your charges. We would very much like to investigate this further to resolve it for you. Please reach out to us at guestrelations@blacklane.com with your booking details so we can review this further. Thank you for bringing this to our attention and we hope to regain your trust in our services. Best wishes, Jacob

Posted 7 months ago

“Limo driver left before picking up my wife Told them to arrive at 14:05 Arrived at 13:35 Timed out at 14:35 Yet I asked for 14:05 Called me to tell me they could not contact my wife yet my wife and the driver will txt’d. Clearly lied to us. Wife was out of immigration and at the curb by 14:50 Had to arrange another car Charged me for the first car that left and the second car!!! This is unacceptable”

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Posted 8 months ago

Dear Glen, Thank you for taking the time to share your concerns. I sincerely apologize for the confusion and frustration you experienced regarding your wife’s pickup. We aim to provide a seamless service and it is clear we fell short in this instance. We understand how important timely communication is, especially when coordinating travel plans. Your feedback is invaluable and we will be sure to investigate as to what went wrong Please reach out to us at guestrelations@blacklane.com so we can assist you further and address any of your concerns. Thank you again for your comments and we hope to have the chance to restore your confidence in our service. Warm regards, Jacob

Posted 7 months ago

“Not worth the price.”

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Posted 8 months ago

Dear Nimrod, Thank you for sharing your thoughts with us. We’re sorry to learn that you feel the price did not reflect the value of your recent experience. We strive to ensure every guest feels they have received excellent quality, and your comments help us identify where we can do better. We would truly appreciate the chance to discuss this with you - please reach out to us at guestrelations@blacklane.com so we can look into your concerns directly. Kind regards, Veronica

Posted 8 months ago

“I did no appreciate being called by the subcontractor to be told that my booked transfer from Portofino to Linate airports of 180km was running 15 minutes late; it caused me huge grief and anxiety. Not easy to find an alternative in such a short time and that long journey in the height of season.”

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Posted 8 months ago

Dear Piero, Thank you for letting us know about your recent experience. We’re truly sorry that the delay in your scheduled transfer caused you such distress, particularly given the distance of your journey and the time of year. We would like the chance to review what happened in more detail - please contact us at guestrelations@blacklane.com with your booking number so we can look into this directly for you. Warm regards, Veronica

Posted 8 months ago

“Too overpriced - its a scam. Driver did not even open any doors for us. Will never book this again and company should be reported.”

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Posted 8 months ago

Dear Valued Guest, We're sorry to hear about your experience. We understand how disappointing it must have been to feel that the service did not meet your expectations, especially regarding the attentiveness of your driver. We’d appreciate the chance to look into this further and address your concerns directly - please reach out to us at guestrelations@blacklane.com so we can assist you personally. Sincerely, Veronica

Posted 8 months ago

“I cannot tell you how terrible this company is. I booked 2 trips - one to an event and one home in a city I don’t know. I called 2 times to confirm! I have written confirmation for both trips. They picked us up, took us to our event and an hour after dropping us off, cancelled the return stranding us an hour an a half from our hotel at midnight….Who does that? Worst ever.”

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Posted 8 months ago

Dear Chip, We're sorry to hear about your experience, especially given the trouble and stress it caused you late at night in an unfamiliar city. We’d truly appreciate the opportunity to look into this further and address what happened - please reach out to us at guestrelations@blacklane.com with your booking details so we can assist you directly. Kind regards, Veronica

Posted 8 months ago

“While the car services were good and the car was also good, while getting dropped from Hyderabad Airport to Home on 17th August 2025 - The driver asked me for a tip. If we are paying so much for these services , i am not sure why the tip. This was not the case when i was dropped to Aiport on 1st August 2025”

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Posted 8 months ago

Dear Balaji, Thank you for sharing your feedback regarding your recent ride. I'm pleased to hear that you were satisfied with the car and the service itself, but I'm sorry to learn about your experience with the driver asking for a tip. Your concern is completely valid, as our service fee is meant to encompass a complete experience without added expectations for gratuity. We appreciate you bringing this to our attention, and we will address it with our team to ensure consistent service for all our clients. If you have any further concerns or would like to discuss this matter, please don’t hesitate to reach out to us at guestrelations@blacklane.com. Warm regards, Veronica

Posted 8 months ago

“Cancelled ride 20 minutes before pick up. Left no message and provided no help. Had to find alternate ride to airport 90 minutes away. Offered no help and no alternatives. Should not have accepted booking and explains why driver never responded to my texts when he was supposed to be en-route.”

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Posted 9 months ago

Dear James, Thank you for your feedback. I’m genuinely sorry to hear about the last-minute cancellation of your ride and the resultant inconvenience it caused. It's clear that this situation was not handled as it should have been, and I apologise for the distress this caused you. We appreciate you bringing this to our attention, and I assure you that your concerns will be addressed with our team to prevent similar issues in the future. If you would like to discuss this further, please reach out to us at guestrelations@blacklane.com. We would like to make things right. Warm regards, Chloe

Posted 9 months ago

“Outbound. Driver wakes us by message and phone to change to earlier collection time - to help him, we agreed. Inbound. Flights cancelled and rearranged. Messaged same driver to advise. 5 hours no response. Rang driver, no answer but text back use app. Tried, cannot make changes only cancellations and bookings - too late for that, driver due in an hour. Rang contact centre who re-scheduled. Flight delayed on tarmac so unable to use phone on plane. Arrived 20 minutes after extended pick up window but driver had left. He had not made any effort to contact us. Not sure if driver tracked the flight, did he not remember we had helped him? We found the app to be limited and not helpful. It cost us £112.37 to get a taxi home. We feel we are unable to recommend Blacklane to anyone.”

Helpful Report

Posted 9 months ago

Dear Andrew, Thank you for taking the time to share your experience. I’m very sorry to hear about the difficulties you encountered with your driver on both your outbound and inbound journeys. We aim to provide a seamless, stress‑free service, and it’s clear we did not meet that standard on this occasion. Your feedback regarding the app is also valuable, and we will continue working to improve its functionality and ease of use. If you’d like to share further details and help us understand exactly what went wrong, please contact us at guestrelations@blacklane.com with your booking number. We remain committed to addressing your concerns and would value the opportunity to regain your confidence in us. Warm regards, Veronica

Posted 9 months ago

“I tried to cancel a ride on Saturday 26th July 2025 that I did not need and did not intend to book. I was unable to easily speak to anybody at Blacklane, I did eventually speak to somebody and I also spoke with the the driver (before he was scheduled to collect) in order to cancel the ride. Neither were able to and you charged me £178 for a ride I clearly didn’t need as I had a later ride to the same address. Very disappointing and will dissuade me from using you if I can avoid it. It is very frustrating having to go through a number of options to speak with an automated voice, when the app doesn’t allow me to cancel.”

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Posted 9 months ago

Dear Andrew, Thank you for taking the time to share your experience with us. I’m truly sorry to hear about the difficulties you faced when trying to cancel your ride. We strive to provide excellent customer service and I regret that we fell short in assisting you during this situation. Your feedback regarding the automated systems is invaluable and will be noted as we work to improve our communication channels. I understand how frustrating this can be, especially when trying to resolve a booking needing immediate attention. If you'd like to discuss this matter further, please feel free to reach out to us at guestrelations@blacklane.com with your details. We would love the opportunity to make things right and regain your trust. Warm regards, Jacob

Posted 9 months ago

“We booked 4 journeys. The drivers never came out to greet us, one driver shouted at me for not using the door he expected me to use. We were only offered water once. One driver tried to persuade us to meet our nighttime return driver at a different location, which we declined. Never using this service again.”

Helpful Report

Posted 9 months ago

Dear Reviewer, Thank you for sharing your experience with us. I deeply apologize for the shortcomings you encountered during your journeys. It's disappointing to hear that our chauffeur did not meet your expectations in terms of professionalism and service. We strive to provide a welcoming experience and it's clear we missed the mark this time. Your feedback is vital for us to improve and we will certainly address these issues with our team. If you would like to discuss your experience further, please feel free to reach out to us at guestrelations@blacklane.com with your booking number so we can look into this right away. We appreciate your feedback and hope you will consider giving us another chance in the future. Kind regards, Jacob

Posted 9 months ago

“You really do not want my review after what happened. Your driver after 5 minutes of leaving our hotel to go to the airport, hit the low rise concrete medium with the Cadillac Escalade and caused two flat tires. He proceeded to drive for 1/2 mile explaining he was checking tire pressure (I could see the screen and knew they were flat). I asked him to pull into the restaurant parking lot that we were by to have some protection and he could look at the tires. I let him fool around with the tires for a few minutes then called Blacklane canceled the booking and called Uber. We saved $100 and got to the airport. But maybe you need to give your drivers tests in the cars you assign them. He did not seem to understand it. No one can change two flat tires and they are made for long distance travel... Needless to say this was my first and last experience with you. Thank you”

Helpful Report

Posted 10 months ago

Dear LH, Thank you for bringing this situation to our attention. I sincerely apologize for the experience you had with your chauffeur and the issues with the vehicle. We certainly strive for quality and safety in our service and it's clear we fell short during your ride. Your feedback is invaluable and we will take your comments regarding your chauffeur seriously as we work to improve. If you would like to discuss this matter further, please don’t hesitate to reach out to us at guestrelations@blacklane.com with more details. We would appreciate the opportunity to learn from your experience and ensure better service in the future. Warm regards, Jacob

Posted 9 months ago

“We were abandon at the terminal. Said you couldn’t find a ride for us but didn’t find out until we got off the trip”

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Posted 10 months ago

Dear Deana, Thank you for letting us know about your airport pick-up. I am truly sorry to hear that you were left waiting at the terminal, and I understand how frustrating it must have been to find out there was no ride available upon your arrival. Your experience certainly doesn't align with the level of service we strive to provide. We take these situations seriously and will be looking into what went wrong to ensure it doesn't happen again in the future. If you would like to discuss this further, please reach out to us with your booking number at guestrelations@blacklane.com. We value your feedback and hope to regain your trust. Kindest regards, Chloe

Posted 9 months ago

“Blacklane cancelled our car within 30 minutes of the scheduled pickup, then arranged an alternative service that would take two hours to arrive. This level of service falls significantly below our expectations, given the amount we paid. Extremely unreliable.”

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Posted 10 months ago

Dear Mike, Thank you for sharing your feedback regarding your recent experience with us. I deeply apologise for the last-minute cancellation and the extended wait for an alternative service. I understand how disappointing it can be when expectations are not met, especially when it comes to timely transportation. We take reliability very seriously, and it is disheartening to hear we fell short during your ride. If you would like to discuss this further, please do reach out to us at guestrelations@blacklane.com. While we are premium service, we aim to deliver value for money by ensuring your comfort and peace of mind. We hope to regain your trust and provide you with a much better experience in the future. Warm regards, Chloe

Posted 9 months ago

“It wasn't as I expected. The driver did not consider my notes, he needed to pick up 2 guests but he had only taken 1 guest and his mobile phone was never reachable. I had to call the guest and I contacted to driver through her phone. The other guest (who was forgotten) was super unhappy and gave us her negative feedback. Probably I'd never want to use your services again.”

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Posted 10 months ago

Dear Begum, Thank you for taking the time to share your feedback regarding your recent experience with us. I am deeply sorry that your chauffeur was not contactable during this ride, resulting in one guest not being picked up. It is disheartening to hear that your experience did not meet our usual standards, and I understand how frustrating this situation must have been for both you and your guests. We strive to ensure all details are correctly followed, and I am sorry we fell short this time. If you'd like to discuss this further, please reach out to us at guestrelations@blacklane.com. We hope to have the opportunity to provide you with a better experience in the future. Warm regards, Chloe

Posted 9 months ago

“For the money you pay it is just way too much of a risk. We had two drivers in 3 days, 1 was terrible (keeping the phone with the sat nav on his lap so driving unsafely, missing turns), the 2nd one was great. When you're paying for Executive Rides, you can't afford to have such extreme differences in quality. When you complain to Blacklane they don't care.”

Helpful Report

Posted 10 months ago

Dear Lizzie, Thank you for taking the time to let us know what happened with your Blacklane rides. Please accept our genuine apologies for the delay in reaching your review. I am truly sorry to hear about the inconsistent quality of service you encountered. We aim to provide a consistently luxurious, professional service across the globe, and I am disappointed that we were unable to deliver this for you. Our guests are really at the core of what we do, so I'm sorry to hear that you felt neglected. Your comments will be taken to heart as we continually work to enhance our service. Please don’t hesitate to reach out to us at guestrelations@blacklane.com if you want to discuss this matter further. I'd like to assure you that we care deeply about your feedback and we will work hard to make this right. Warm regards, Chloe

Posted 9 months ago

“I was never informed about my return to the airport so I had to figure it out for myself 8 hours in advance as I had to ensure I will catch the plane”

Helpful Report

Posted 10 months ago

Dear Andrei, Thank you for sharing your concerns regarding your recent airport transfer. I am so sorry you were not able to ride with us as expected. It is vital that our guests feel informed and supported when booking with us. We understand how stressful travel can be, and we are sorry that you had to navigate this on your own. If you would like to discuss this further, please reach out to us at guestrelations@blacklane.com. We appreciate your understanding and hope to provide a more seamless experience next time. Warm regards, Chloe

Posted 9 months ago

“I was charged rice for th same ride and not refunded as I booked without fligh number and added it and then 2 bookings and charges were made amd CA has not responded”

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Posted 10 months ago

Dear Conor, Thank you for bringing your concerns to our attention. I sincerely apologise for any confusion you felt regarding the charges for your ride. We aim to provide a seamless experience, and it seems we fell short in this instance. I would like to dig deeper into your booking to find out what went wrong here. Please reach out to us at guestrelations@blacklane.com with your booking details so we can assist you more effectively. We really hope to have the opportunity to restore your confidence in our services. Warm regards, Chloe

Posted 9 months ago

“Our driver did not pick us up after the theater! He texted that he was stuck in traffic. We understood that the Eid celebration had closed a lot of roads, but it seems that Blacklane could have seen the situation and sent a driver on our side of the city. My husband is disabled and we were frustrated by the unavailability of any cabs and had to pay a pedicab driver 100 pounds to take us to our hotel. He had no problem with roads on that side of the City. We had been very impressed with Blacklane's communications and service, but this ride fell flat on its face, without any reimbursement for the disaster.”

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Posted 10 months ago

Dear Diane, Thank you for sharing your feedback. I sincerely regret the inconvenience you experienced after the theatre, especially given your husband's needs. It’s disappointing to know that we could not provide the service you expected, particularly during a challenging time with the traffic situation due to the Eid celebration. We appreciate your understanding and value the trust you've placed in us previously. Your experience highlights a gap in our communication and service, and I assure you that we will take your feedback to heart. I would encourage you to reach out to us at guestrelations@blacklane.com with your booking details so we can investigate this matter further and ensure it doesn't happen again. We hope to restore your confidence in our services in the future. Kindest regards, Chloe

Posted 9 months ago

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