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

“Late by 45 minutes. Why use Blacklane? Just go with the local luxury ride offered!”

Posted 2 weeks ago

Dear Valued Guest, Thank you for taking the time to share your feedback with us. We are very sorry to hear that your chauffeur arrived 45 minutes late and that your experience left you questioning the value of choosing Blacklane. Punctuality is one of our core priorities, and we understand how frustrating and disruptive such a delay can be, especially when you booked us to avoid exactly this kind of situation. This is not the level of reliability we want to provide. We would really appreciate the opportunity to review what happened with your ride and see how we can make things right. Please contact us at guestrelations@blacklane.com with your booking details so our team can assist you directly. We regret the inconvenience caused and hope we may have the chance to restore your confidence in us in the future. Kind regards, Sam

Posted 2 weeks ago

“Great outside US. My last experience with Blacklane at IAD was terrible. Hence the 1-*. Ram”

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Posted 3 weeks ago

Dear Valued Guest, Thank you for sharing your feedback with us. We’re sorry to hear that while your experiences with Blacklane outside the US have been positive, your recent ride at IAD was so disappointing. We truly regret that this last experience led you to rate us so poorly, as this is not the impression we want you to have. We’d really like to review what happened and try to make things right, so please contact us at guestrelations@blacklane.com so we can look into your case and assist you directly. We hope you’ll consider giving us another chance in the future. Kind regards, Veronica

Posted 3 weeks ago

“This wasn’t a good experience. The driver first went to the wrong terminal, despite me saying it was Terminal 1, he went to Terminal 3. After figuring out how to get there, he dropped me off at the opposite end of the terminal entry from where I was supposed to be dropped off. Ended up confusing everyone and walking the entire length of the terminal to find the check in area. This was an anomaly as every other black lane ride I had over the last 15 years was impeccable.”

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Posted 3 weeks ago

Dear Mansurjan, Thank you for taking the time to share your experience with us, and for your loyalty over the years. We understand how frustrating it must have been to deal with the driver going to the wrong terminal and then dropping you at the opposite end of the terminal from your check-in area, especially before a flight. We are truly sorry that this ride did not meet the standards you’ve come to expect from Blacklane and that it caused you confusion and extra walking at the airport. This is not the level of accuracy and care we aim to provide. We would really appreciate the opportunity to look into what went wrong with this specific trip and follow up with you directly, so we can try to make things right. If you’re willing, please contact us at guestrelations@blacklane.com with your booking details. We value your long-term trust and hope we can restore your confidence in your future journeys with us. Kind regards, Veronica

Posted 3 weeks ago

“I'm pretty frustrated. I applied a discount code upon booking yesterday. When I booked, it was applied correctly. Then later, I saw that I was charged full price. I didn't have access to wifi while I was trveling so my message was not going through to handle it immediately. And your emails are "no reply." Today when I reached out to handle this, I was told nothing could be done.”

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Posted 2 months ago

Dear Mary, Thank you for taking the time to share what happened and for choosing Blacklane. We’re truly sorry for the stress and frustration this caused, this is not the experience we want for you, particularly when you saw the discount correctly applied at the time of booking. 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 so we can assist you directly. We genuinely hope we can restore your trust and offer you a smoother experience in the future. Warm regards, Veronica

Posted 2 months ago

“The driver didn’t have the required standing or reactiveness”

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Posted 2 months ago

Dear Valued Guest, Thank you for taking the time to share your feedback with us. We’re truly sorry to hear that your experience with your chauffeur did not meet the level of professionalism and attentiveness that we expect from our partners. We genuinely appreciate you bringing this to our attention, as it helps us improve the quality of our service. We'd appreciate the chance to look into this further - please contact us at guestrelations@blacklane.com so we can assist you directly. We hope to have the opportunity to welcome you again and provide the smooth, reliable experience you should always expect from us. Warm regards, Veronica

Posted 2 months ago

“Expensive service, poor quality experience. My driver was late which meant I was late for a very important meeting. Due to being late I did not experience the quality that Blacklane prides themselves on. I was not met inside the airport for example and had to ask several times for updates, ETA and where to meet. I was told be there in five minutes and the driver ended up showing up forty-seven minutes later. My driver also had the audacity to say that he was “tracking my flight and it said I was arriving late” when my flight, departed early and arrived a bit early as well. I would’ve been better off taking Uber which would have enabled me to arrive at my meeting on time and pick me up when requested. My driver also said he had arrived when they hadn’t (I have the receipts to reflect this,) I’m assuming to avoid me cancelling, which, I would have if I could have because I could’ve ordered ride share and been picked up before as well as tracked my ride and known where to meet my driver without asking. I have used in the past and had excellent service. Unsure if I will use again.”

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Posted 2 months ago

Dear Valued Guest, Thank you for taking the time to share such detailed feedback with us. We’re truly sorry that your chauffeur’s delay, the lack of proper meet-and-greet, and the confusing updates caused you to arrive late and fall short of the quality you previously experienced with Blacklane. We'd appreciate the chance to look into this further - please contact us at guestrelations@blacklane.com withyour booking details so we can assist you directly. We genuinely appreciate your past trust in us and hope we’ll have the opportunity to restore your confidence in our service. Warm regards, Veronica

Posted 2 months ago

“Blacklane booking was for 09:25 with driver option to wait 60 mins if delayed. Driver waited 50 mins and left. Leaving us to book a taxi for $40.00. Thank you Blacklane for your useless service.”

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Posted 2 months ago

Dear Harry, We’re very sorry to hear about the experience with your morning airport pick-up. This isn’t the standard we aim for, and we understand how frustrating this must have been. We’d like to review what happened and explore options to make this right. Please contact guestrelations@blacklane.com with your booking details so we can investigate and assist directly. Kind regards, Chloe

Posted 2 months ago

“Felt exactly like booking an Uber, but double the price. Still had to find the driver in the pick up garage and wait for him to pull up to us. Wasn't waiting in the line, no sign. Car seat in the back. I don't get the point of Blacklane. I'll just use Uber Black from now on and save some money.”

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Posted 2 months ago

Dear Valued Guest, We’re sorry to hear about your experience and that it didn’t meet your expectations. We understand feeling the price difference and the confusion at pickup and this isn’t the standard we aim for. We’d like to investigate what happened in more detail and see how we can make this right. If you’re open to it, please reach out to guestrelations@blacklane.com with your ride details so we can review and assist directly. Kind regards, Jacob

Posted 2 months ago

“Unfortunately we have to stop using Blacklane for corporate due to consistent issues with drivers.”

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Posted 3 months ago

Dear Jennifer, Thank you very much for taking the time to share your feedback. We’re very sorry to hear that you’ve experienced consistent issues with drivers and that this has led you to stop using Blacklane for your corporate rides. We would really appreciate the chance to look into what happened in more detail and see how we can make things right. If you’re open to it, please reach out to our Customer Care team so we can review the specific rides and address your concerns directly. Warm regards, Veronica

Posted 3 months ago

“Cancelled ride at 4:45 AM with absolutely no explanation that was consistent between representatives. Horrific customer service and communication. Had no intention of providing the ride but waiting until early morning hours to alert.”

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Posted 3 months ago

Dear Amy, Thank you for sharing your feedback with us. We’re very sorry that your ride was cancelled and that you received inconsistent information from our team. This is not the level of reliability and clear communication we want to provide, especially at that hour, and we understand how stressful this must have been. 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 so we can assist you directly. Kind regards, Veronica

Posted 3 months ago

“Received notice that no car available at 2AM for a ride scheduled for 11AM”

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Posted 3 months ago

Dear Ann, Thank you for taking the time to share this, we understand how frustrating it is to receive a no-availability notice at 2AM for a ride scheduled for 11AM. That’s not the experience we want our guests to have, and we’re sorry for the inconvenience this caused. 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 so we can assist you directly. Thank you again for flagging this, and we hope we can make things right. Sincerely, Veronica

Posted 3 months ago

“Terrible. My senior citizen mother’s safety was placed at risk. I requested in my reservation for a “sedan ONLY”. Instead, we received an SUV that she had trouble getting into and almost fell! I am not happy that you did not follow my reservation instructions.”

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Posted 3 months ago

Dear David, Thank you for sharing this - we understand how upsetting this must have been, especially given your mother’s safety and comfort. We're sorry to hear about your experience and we'd appreciate the chance to look into this further - please contact us at guestrelations@blacklane.com so we can assist you directly. Thank you again for raising this, and we hope we can make things right. Sincerely, Veronica

Posted 3 months ago

“We had 2 bookings for 2 SUVs under my card. One for me, another for Race Musumba. We got delayed at immigration and customs and 1 driver left (the one assigned to Race). It was very inconvenient as we had 12 large suitcases and 5 passengers in total. We had to get a large SUV Uber to fill in the gap of the driver that left. A Refund for Race’s booking is still pending.r”

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Posted 3 months ago

Dear Mukami, We’re truly sorry to hear about the disruption to your two bookings, especially with a large amount of luggage and multiple passengers. This isn’t the experience we aim to provide. Please contact us at guestrelations@blacklane.com with your booking numbers for these journeys. We’ll investigate promptly and work to resolve this for you and Mr. Musumba. Warm regards, Chloe

Posted 3 months ago

“Very bad experience i paid for platinum service i got downgraded”

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Posted 3 months ago

Dear Abdulla, We’re truly sorry to hear that your Platinum service was downgraded. This isn’t the standard we aim for. Please contact us at guestrelations@blacklane.com with your booking number and any relevant details so we can investigate promptly and assist. Warm regards, Jacob

Posted 3 months ago

“ما عجبني كنت ابي مرسيدس وما جاني مرسيدس”

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Posted 4 months ago

Dear Hatoun, Thank you for your feedback. While we strive to accommodate vehicle preferences whenever possible, we’re unable to guarantee a specific make or model at all times, as outlined in our booking process, vehicles are listed as Mercedes-Benz or similar based on availability at the time of service. We hope to provide you with the requested vehicle in the near future for much smoother experience. Warm regards, Jacob

Posted 3 months ago

“I have been a call with your support team a few times asking for a client facing invoice/receipt. I was told multiple times that the billing department is handling this. So far, I have not received a thing.”

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Posted 4 months ago

Dear Yigal, We’re truly sorry for the ongoing delay in providing your invoice. We’d like to resolve this promptly. Please contact us on guestrelations@blacklane.com with your booking number and we will be sure to escalate this further for prompt resolution. Warm regards, Jacob

Posted 3 months ago

“The driver was very friendly BUT the other experience really not. The car was not was Blacklane normally offers…for me it was a private car…dirty…small and not what was shown to us in our booking confirmation. No water (the driver bought water on a petrolstation) and not really comfortable. We had to walk 10 minutes to get to the car…with luggage. Driver was helping us.”

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Posted 4 months ago

“The driver was not the one from the photo”

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Posted 4 months ago

Dear Enrico, Thank you for sharing your experience. We’re truly sorry to hear that the driver did not match the photo and that this caused frustration. We take your feedback seriously and would like to investigate this matter further. Please contact us at guestrelations@blacklane.com with your booking details so we can review what happened and take appropriate action to prevent this in the future. Warm regards, Veronica

Posted 4 months ago

“I booked four trips in Las Vegas for my boss and selected a Business SUV. Your website indicated a Cadillac Escalade or similar, but we were provided with a GMC instead. These vehicles are not comparable in class, and this is misleading advertising. I’m very disappointed with the experience.”

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Posted 4 months ago

Dear Mandy, We’re truly sorry for the mismatch between what you booked and the vehicle provided. We take this seriously and would like to investigate your case and make it right. Please reply with your booking details or contact guestrelations@blacklane.com so we can review and address this promptly. Warm regards, Veronica

Posted 4 months ago

“I will never use Blacklane again. Different driver picked up than what/who the app said would be coming. Could not contact the driver through the app but go patched into I guess their main call center when the driver was nowhere to be found where the app said we would be able to find him. 30 minutes after collecting our bags from Baggage Claim did the driver finally call my cell and we were able to rendevous with him. Not at all professional service. Can fool me once but there won't be a second time.”

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Posted 4 months ago

Dear David, Thank you for taking the time to share your feedback with us. We're truly sorry to hear about the difficulties and delays you encountered with your recent airport pickup. We understand how frustrating it must have been to experience issues with the chauffeur’s details and communication, especially after a long journey. We'd appreciate the chance to look into this further - please contact us at guestrelations@blacklane.com so we can assist you directly and ensure this doesn’t happen again. Warm regards, Veronica

Posted 4 months ago

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