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

“I booked once then cancelled. Then I booked again. Was sent a confirmation for two cars 48 hours ahead. I messaged them and confirmed that I only had one car booked. When we arrived at the airport two cars showed up and I told them I had cancelled one. Driver was good very professional. We ended up getting charged for two cars. Talk to them over the phone when you book so there is no confusion.”

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Posted 10 months ago

Dear Lissa, Thank you for your feedback regarding your recent booking experience. I sincerely apologise for the confusion surrounding the number of vehicles you had booked, and I appreciate your diligence in communicating this with us. It is great to hear that your chauffeur was professional during your ride — our team takes pride in providing friendly and helpful service. I completely understand how frustrating it can be when there are discrepancies with bookings. We will always do whatever we can to prevent this for you. If you would like us to take a deeper look into what happened here, please kindly send us an email with your booking number to guestrelations@blacklane.com. Please do feel free to contact us by phone for the added reassurance that your bookings have been placed correctly - we are always happy to do this for you. Wishing you an even better ride on your next booking! Warm regards, Chloe

Posted 9 months ago

“Dear Team, I hope this message finds you well. I am writing regarding Mr. Kahloon's transportation booking on July 28th. I notice that additional waiting time charges have been applied to the booking. However, as communicated in my previous email, the pickup time was adjusted from 9:15 AM to 9:40 AM that morning due to heavy traffic conditions. Given these circumstances, I would appreciate if you could review the charges and make the necessary adjustments. Thank you for your attention to this matter. From: Lam, Fiona (GM/HK) Sent: Saturday, June 28, 2025 4:01 PM To: 'Blacklane no-reply'; 'Charish from Blacklane' Subject: RE: Chauffeur arrived (Booking number: 370133120, Ride date: 28 Jun 2025 09:15 (09:15 AM)) Hi Charish and Team, Thank you for sending the chauffeur’s contact. Please note that Hamzah will get on the car at 9:40am instead of 9:15am this morning. Thank you for your attention. Best regards, Fiona”

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Posted 10 months ago

Dear Fiona, Thank you for your feedback regarding this ride. As you have kindly provided your booking number, I will reach out to discuss this with you directly. Wherever possible, we will try to accommodate changes to your requested pick-up time. It is important to be considerate of our guests' busy schedules. Thank you for choosing Blacklane for this ride! Kind regards, Chloe

Posted 9 months ago

“There should be a number to call where you can reach a person to talk to and I'm still waiting for a credit for a cancellation.”

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Posted 10 months ago

Dear Guest, Thank you for sharing your feedback regarding your experience with Blacklane. I’m sorry to hear about the difficulty you faced in reaching us and the wait for your credit after a cancellation. We are always striving to improve our communication and support options, and your comment about having a direct line to reach us is very important. We are contactable on various telephone numbers, depending on your location in the world. You can find these on our website. The pre-authorisation hold we place on your account when booking your ride can take a while to show on your bank account. However, we usually reverse this charge as soon as you cancel your ride. If you would like clarification about this, please email your booking number to guestrelations@blacklane.com. Thank you for your patience, and we hope to restore your confidence in us for future journeys. Warm regards, Chloe

Posted 9 months ago

“I have reserved for BSTDB's President several transportations to one of which the number of the driver was answered by a child and we had to contact Germany offices to connect us with the driver and finally provide us the correct phone number. For more than 1 hour we were searching for the driver. Moreover, to the next President transportation 2 different names of drivers provided which we did not know by the end of the day who will be the driver; all incedents took place in Istanbul.”

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Posted 10 months ago

Dear Rania, Thank you for telling us what occurred during your rides in Istanbul - I am sad to hear that these rides did not go smoothly for the President of BSTDB. A seamless, reliable experience is absolutely essential to what we do at Blacklane, and I am sorry we let you down. I have sent you an email about this to directly address what happened during these rides. As a valued guest, you deserve to receive the quality service you rightfully expect. I look forward to resolving this with you directly, and hope you will continue to choose Blacklane for future rides with BSTDB. Warmest regards, Chloe

Posted 9 months ago

“The driver was fine and the journey was fine but you do need to more accurately identify the pick up point and additionally find somewhere which is more salubrious.”

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Posted 10 months ago

Dear Guest, Thank you for letting us know about your Blacklane ride. Please accept our profound apologies for the delay in responding to your review. We expect our chauffeurs to have excellent local knowledge, enabling them to seamlessly carry out your journey. For us to fully understand the difficulty in locating your requested pick-up address, I kindly encourage you to email your booking number to guestrelations@blacklane.com. We really appreciate your feedback - it is invaluable in helping us understand whether we are providing the outstanding service we promise to. I hope that you will continue to consider Blacklane for your future rides. Best regards, Chloe

Posted 9 months ago

“The ride to the hotel was good. My Flight was delayed and it took a while before the luggage came. I didn't see anyone holding my name up when leaving the airport arrival hall I was waiting outside the airport and finally called the driver. He said he was inside and I didn't stop to him but when he showed me the name he was holding up it wasn't mine, it was the name of his next pick up . He repeatedly told me during the ride to the hotel that my flight was late and I took long to come out. I thought Blacklane accommodated for late flight arrivals less than 30 minutes.”

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Posted 10 months ago

Dear Guest, Thank you for taking the time to share about your recent experience with us. I am deeply sorry that this was not the seamless journey we strive for. While mistakes can sometimes happen, we always aim to prevent any negative impact to our guests' journey. Please accept our apologies that your chauffeur was not holding the correct name for your arrival. For airport pick-ups, we have a complimentary waiting time of 60 minutes. Our chauffeurs also track your flight and are expected to accommodate delays. I would really like to investigate what happened during your ride, as it is not acceptable for your chauffeur to express frustration regarding your flight delay. If you are able to forward your booking number to guestrelations@blacklane.com, I would be glad to investigate this for you. I sincerely hope you will continue to choose Blacklane again for future rides - it really would be our pleasure to have you riding with us. Warmest regards, Chloe

Posted 9 months ago

“I asked for a black MERCEDES sedan in houston. I did this because i am sick and tired of using Uber reqwuesting a black car (not an SUV) and getting a bloody suberban. Low and Behold, you people sent me a BLACK SUBURBAN. It riders like a truck becuase it is a truck. If you have a mercedes, BMW, Lexus Rolls, Bently Yadda Yadda Yadda...please, tell me and if you dont tell me. Dont send me an SUV.”

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Posted 10 months ago

Dear Jeff, Thank you for sharing your valuable feedback. I understand that you were not expecting an SUV for your business class ride. In the US, our premium SUVs are often used for business class rides - unfortunately we are not able to guarantee the exact model of the vehicle you will receive for your ride. However, all of our vehicles meet our high standards; only vehicles less than 3 years old can be used as Blacklane vehicles. Our chauffeurs must also be excellent drivers. We would love the opportunity to discuss your ride further, and see how we can help you give us another chance. Please could you email your booking number to guestrelations@blacklane.com? Warmest regards, Chloe

Posted 9 months ago

“Our driver was great. However, we had many issues with updating our delayed flight information and then we were charged for a complementary ride. We had to call multiple times while we were stuck at the airport. Very frustrating.”

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Posted 10 months ago

Dear Alycia, Thank you for your feedback about your airport ride. Please accept our apologies for the delay in responding to your comments. I am so pleased to hear you had an enjoyable ride with your chauffeur - I am sorry that you did not have a positive experience when contacting our customer care team. We want to provide a seamless, stress-free experience on every ride, and it is regretful you did not receive this service. I would really like to investigate your booking further. Please could you email your booking number to guestrelations@blacklane.com? Thank you for riding with Blacklane. Warmest regards, Chloe

Posted 9 months ago

“The driver showed up an hour early, which really confused me, I looked oult the hotel window and could not see a car & license plate match. Turned out he gave us the wrong license plate! I looked out front door of hotel too, and texted driver with no answer. Finally he came in, at the very moment we went back upstairs for all our luggage & spoke to clerk. And even though we said we had a scooter and large luggage, it was a pretty tight fit and car didn't seem any different than the G7 taxis we'd been using for several days. Color me not terribly impressed.”

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Posted 11 months ago

Dear Deborah, Thank you for taking the time to share your feedback with us. I’m sorry to hear about the confusion regarding the driver’s arrival and the issues you faced with the vehicle's size. At Blacklane, we want every experience to be an incredible one, and we really do regret not succeeding on this occasion. I would really like to investigate your booking further, and see how we can improve this for you. I kindly invite you to email your booking number to guestrelations@blacklane.com. Wishing you all the best. Warm regards, Chloe

Posted 10 months ago

“The last 2 trips they had my address pin wrong (the right address but the wrong pin which I couldn't edit), and wasted time both ways to the airport and back to get to my home address. All previous trips were ok, not sure what's going on with the company, even the vehicles have changed from the usual Mercedes fleet to other vehicles now”

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Posted 11 months ago

Dear Valued Guest, Thank you for sharing your concerns with us. We strive to provide seamless experiences, and I'm sorry we fell short this time. Your feedback is invaluable, and we'll look into the matters you've highlighted. We appreciate your understanding and hope to restore your confidence in us during your next journey. Warm regards, Veronica

Posted 10 months ago

“The booking experience, vehicle and drive to my destination were all great. What let the experience down a little was that the driver hadn’t researched the destination (major train station in London) had programmed it into the satnav but didn’t know where the private taxi drop-off point was, I had to navigate him to it. Good driver otherwise.”

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Posted 11 months ago

Dear valued guest, Thank you so much for sharing your recent experience. I am sorry that your chauffeur wasn't able to provide a perfectly seamless experience with your drop-off at the train station. We expect all of our chauffeurs to have extensive local knowledge, and it is disappointing that this was not the case for your ride. While I am pleased you still had an enjoyable ride, I would really like to investigate your booking further. I kindly invite you to please email guestrelations@blacklane.com with your booking number, so we can make sure the issue is resolved for you. We really value your feedback and want to make sure every single aspect of your Blacklane experience is top-quality! I hope this drawback doesn't prevent you from considering Blacklane again in future. We would certainly love to have you on board again soon. Best regards, Chloe

Posted 11 months ago

“Only Ok. Same level as Uber Black. Driver was very nice, but service and car itself not worth the premium ($250+), and definitely not same level as Blacklane in Europe (Paris and London). Don’t know if general level is lower in US (I suspect so) or if this was a one off.”

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Posted 11 months ago

Dear Mr. Philip, Thank you for your honest feedback. I apologize that your experience did not meet the premium expectations we've set, especially compared to our services in Europe. In order to investigate this directly and improve our service, we kindly ask you to contact us at guestrelations@blacklane.com and provide your booking details. Thank you for your valuable feedback -we look forward to resolving this for you and providing better service in the future. Warm regards, Veronica

Posted 11 months ago

“The service was not great. The driver was late to pick us up at the airport. The driver also seemed very lost, clearly did not know the area and seemed like a fish out of water. We had to give him our destination several times before it sunk in. It was uncomfortable. I will not be using Blacklane again.”

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Posted 11 months ago

Dear Valued Guest, Thank you for sharing your thoughts with us. I sincerely apologize for the experience you had with your driver. Your feedback is invaluable as it helps us to improve and ensure our drivers are better prepared. If you could provide your booking number at guestrelations@blacklane.com, we would love to look into this further and see how we can enhance our service moving forward. Best wishes, Veronica

Posted 11 months ago

“Late pick up which was different”

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Posted 11 months ago

Dear Harvey, Thank you for taking the time to let us know about your experience. I am deeply sorry you were not picked up on time for your recent trip. This does not meet the seamless, luxury service standards we aim for. I would like to investigate what went wrong with your booking so we can provide you a much better experience on your next ride. Your comfort and peace of mind are our top priorities. Please could you email your booking number to guestrelations@blacklane.com? Wishing you a wonderful day and I sincerely hope you consider Blacklane again for future rides. Best regards, Chloe

Posted 11 months ago

Author didn't leave any comments.

Helpful Report

Posted 11 months ago

Dear Igor, Thank you for taking the time to share your rating with us. We truly appreciate the time you took to do that. However, if you have any specific suggestions on how we can enhance and improve our service, please feel free to reach out at guestrelations@blacklane.com. We’d love to hear your thoughts! Thank you again for your review, and we hope you'll give us another chance in the future. Warm regards, Lucia

Posted 11 months ago

“Service is good but prices are too high. Can get just as good service from cheaper providers.”

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Posted 11 months ago

Dear Mr. K, Thank you so much for taking the time to leave us your feedback - it really helps us understand how we are performing. I am glad to know you received great service! I would like to invite you to email us at guestrelations@blacklane.com with your booking number. I would love to investigate your booking further to understand what we could have done to provide the luxury service you deserve! I sincerely hope you consider Blacklane again in the future. Warm regards, Chloe

Posted 11 months ago

“A bit disappointed”

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Posted 11 months ago

Dear Pierre, Thank you for sharing your thoughts with us. I'm sorry to hear that you felt disappointed with your experience. We strive to meet our clients' expectations, and your feedback is invaluable in helping us improve. Please feel free to reach out at guestrelations@blacklane.com if you'd like to share more about your experience. We’d love the opportunity to make things right. Best wishes, Max

Posted 11 months ago

“The drive itself was fine but instead of relaxing on the way home i had to deal with approximately 15 phone calls and emails including one call from New York something has gone badly wrong with 5 cars being despatched to pick me up.ld like to know what happened because this wasn't the peaceful journey i expected”

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Posted 11 months ago

Dear Stephen, Thank you for sharing your experience with us. I’m pleased to hear that the drive itself was fine, but I sincerely apologize for the interruptions you faced during your journey. We aim to provide a seamless and relaxing experience and it’s concerning to hear that we fell short in this instance. Please feel free to reach out to us at guestrelations@blacklane.com with more details and we’d be happy to investigate what happened to ensure a more peaceful journey in the future. Warm regards, Max

Posted 11 months ago

“It was practical to book and to have someone keep track of changes to my flight for the pickup but the experience itself wasn’t great. I couldn’t recognize my driver and he couldn’t recognize me, which made for a confusing experience and made me uneasy. I also received no assistance with my luggage during pick up and drop off. Not sure I would book it again for the price.”

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Posted 11 months ago

Dear Valued Guest, Thank you for sharing your experience with us. We appreciate your feedback regarding the challenges you faced with the chauffeur identification and luggage assistance. Your experience is important to us, and we take your concerns seriously - please reach us out with your booking number at guestrelations@balcklane.com. Once again, thank you for bringing these issues to our attention. Warm regards, Veronica

Posted 11 months ago

“Very nice drivers but now more often than not they show up with SUVs like Yukons or Suburbans and for one person it's a step down from even the Ubers I sometimes take which if you book in advance are luxury sedans. So have been doing Ubers more often. Too bad, in earlier times the cars matched the prices.”

Helpful Report

Posted 1 year ago

Dear Mr. W., Thank you for your feedback. We're glad you appreciate our drivers, but we're sorry to hear our recent vehicle selection hasn’t met your expectations. Your comments are important to us as we continually strive to improve, and we'll certainly share your feedback with our team. We hope to have the opportunity to welcome you again in the future. Warmest regards, Veronica

Posted 11 months ago

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