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

“Driver was late, went to wrong address, pulled out in front of traffic. Very stressfull experience.”

Posted 4 weeks ago

Dear Kirk, Thank you for sharing your feedback. We’re very sorry to hear about your chauffeur's conduct during your ride. We want our guests to have peace of mind, and it is deeply regretful we couldn't do this for you. We’d like to review what happened and follow up with the chauffeur and our local team. Please contact us at guestrelations@blacklane.com with your booking details so we can assist you directly. We hope to regain your trust on a future ride. Kind regards, Chloe

Posted 3 weeks ago

“Two issues. The driver was going to an incorrect pickup location and we had to send an email to correct the error. The driver dropped us off at the wrong terminal at the airport. We had told him which airline we were flying with so it was his error. Overall a poor experience.”

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Posted 4 weeks ago

Dear Stephen, Thank you for taking the time to share your feedback with us. We’re very sorry to hear about the issues with your pickup location and being dropped off at the wrong terminal, especially after you had already shared your airline details. This is not the standard we aim to provide, and we understand how stressful and inconvenient this must have been. We’d really appreciate the opportunity to look into what went wrong and follow up with the chauffeur and our local team. Please contact us at guestrelations@blacklane.com with your booking details so we can review your case and assist you directly. We hope we can regain your trust on a future ride. Kind regards, Veronica

Posted 4 weeks ago

“Blacklane has also been my company's go to for transportation needs however on Friday night you left my client stranded at IAH. Your driver was supposed to pick up Roxana Diaz unfortunatley she was delayed in clearing customs because of the TSA shut down. Roxana was communicating with the driver so he was aware she had landed and was making her way through customs. The driver left the airport saying the passenger was a no show which was not true given the fact that they had be texting each other. I would totally understand the driver leaving had they not been communicating. Insrtead he left without telling Ms Diaz, apparently they just missed each other had he waited another 5 minutes all would have been good. Ms Diaz was delayed an hour while another driver was located to pick her up and added an additional cost of $ 432.00. I will say the Blacklane rep who helped me re book a pick up did a very good job given the tense situation. I am very disappointed that I can't count on Blacklane to provide service. I will have to give serious consideration before my company books another trip with Blacklane.”

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Posted 1 month ago

Dear Jim, Thank you for bringing this to our attention. We’re truly sorry for the incident at IAH and the way it was handled by the chauffeur. This is not the standard of service we aim to provide and we understand the impact it had on your client, including the additional cost incurred. We’d like to investigate this fully please contact us at guestrelations@blacklane.com with the booking details so we can review and address the situation directly. We appreciate the commendation for the rebooking assistance and will use your feedback to prevent a recurrence. Warm regards, Jacob

Posted 1 month ago

“There’s no benefit when the driver pulls up in a Chevy suburban-older and dented. Not a luxurious experience should just use Uber black for Half the price.”

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Posted 2 months ago

Dear Gregor, Thank you for sharing your feedback. We’re sorry to hear that your experience did not feel luxurious and that the vehicle did not meet your expectations. We aim to provide a premium experience, and this clearly fell short. If you’re open to it, please contact guestrelations@blacklane.com with your booking details so we can review your ride and explore options to make this right. Warm regards, Chloe

Posted 2 months ago

“I was very disappointed to learn that one of your drivers was late/no-show. I did everything I could be be sure that the reservations were correct and in place.”

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Posted 3 months ago

Dear Mukami, We’re truly sorry to hear about your experience. This isn’t the standard we aim for and we understand the frustration it caused. Please contact us at guestrelations@blacklane.com with your booking numbers so we can investigate promptly and resolve this for you. Warm regards, Jacob

Posted 3 months ago

“The car was clean and the ride itself was smooth but the driver did not greet us outside his vehicle or help with opening the trunk to load our belongings. We had to go up to the drivers window to inform him that we were the riders and to request that he unlocked his door to let us in. We were the bride and groom. Clearly in my wedding dress. Clearly we were the correct couple. I felt dismissed. I opened my own car door. It was embarrassing. Even an uber driver would’ve said congratulations and opened the trunk and door for us. Pretty disappointed but at least I know to use uber black in the future instead. Way better experience with them.”

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Posted 4 months ago

Dear Angela, Thank you for sharing your experience with us, and congratulations on your wedding - that’s such a special moment, and we truly regret that your ride did not reflect the warmth and attentiveness it deserved. We understand how disappointing it must have felt not to be properly greeted or assisted, especially on a day meant to be joyful and memorable. We’d really appreciate the chance to look into what happened and ensure it’s addressed with the chauffeur. Please contact us at guestrelations@blacklane.com so we can review your booking details and follow up directly. Wishing you all the best as newlyweds, Veronica

Posted 4 months ago

“Disappointed! Driver did not arrive at requested location requiring me to walk in the rain up to the top of the street. Also driver got lost and required me to give directions to get home. Would not recommend, based on this experience.”

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Posted 4 months ago

Dear Valued Guest, Thank you so much for your valuable feedback. I am profoundly sorry your chauffeur failed to reach your exact location and had difficulty navigating during your ride. This is not the luxurious experience we strive for, and we’d like to investigate and make things right. Please contact our team at guestrelations@blacklane.com with your booking number so we can review what happened and work to resolve this for you. Warm regards, Chloe

Posted 4 months ago

“The advertisement states the driver will meet state carousel with a sign and take the suitcases. Well that never happened. We had to do all that ourselves. He.claimed he could not park the car. Well for such an expensive service it was a big disappointment my wife and I cannot lift heavy bags and that’s why we chose this “fantastic service. The correct thing to do is to refund us for a service we did not get. I will be putting in a complaint to the credit card company to have the payment reversed”

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Posted 4 months ago

Dear Dennis, Thank you for sharing your experience. We’re very sorry to hear that our service did not meet your expectations and that you were left with the impression of a premium service but didn’t receive the assistance you needed. 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 so we can look into this right away. Kind regards, Jacob

Posted 4 months ago

“For what we paid I was overwhelmed. The back of the car when the driver put our luggage back there was already filled with other stuff. The ride was booked for 3 people and there was only one bottle of water. The driver also talked on the phone for pretty much the entire drive. For what is supposed to be a luxury alternative to ride-shares felt pretty spare in reality.”

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Posted 4 months ago

Dear Joshua, Thank you for sharing your feedback. We’re sorry to hear that your recent ride didn’t meet the level of comfort and attention you expected. We’d appreciate the opportunity to review this further and address your concerns directly. Please reach out to us at guestrelations@blacklane.com so our team can look into the details and assist you personally. Sincerely, Veronica

Posted 4 months ago

“Becoming hugely overpriced and despite being a regular user for over 10 years, I have never had my loyalty rewarded. This is despite discount codes being offered to new customers.”

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Posted 4 months ago

Dear Valued Guest, Thank you for taking the time to share your thoughts and for being a loyal guest for so many years - we truly appreciate your continued trust. Your feedback is important and helps us improve the way we value long‑time guests like you. We’ve passed your comments to the relevant team for review. Thank you again for sharing your perspective. Kind regards, Veronica

Posted 4 months ago

“Service good and the car and driver were great however the price was ridiculous compared to using Uber or taxis in Qatar. The driver probably only received a fraction of the fare.”

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Posted 5 months ago

Dear Bobby, Thank you for your feedback. We’re glad you enjoyed the ride and your chauffeur’s service, though we understand your concern about pricing. Your comments are valuable and will be passed along to the relevant team for review. We hope to have the chance to welcome you again in the future. Kind regards, Veronica

Posted 4 months ago

“Used your service for pick up from the Singapore International Cruise terminal to the Marina Bay Sands Hotel. The pickup was a nightmare. First, the text message to 'communicate with our driver' showed that the driver was Offline. Took forever to connect with the driver. Then it was a continuing text back and forth to let the driver know where we were waiting for the pick and her asking for picture after picture of where we were. Then she asked if I had WhatsApp. She sent me a request asking me to send a location. Then she said I booked the 'wrong address'. Said I picked an office address and that's what took so long. Then she had us walk all our luggage out and around to the pick up location and then asked for another picture of where we were standing. When she finally arrived, I told her that the booking said to be picked up at the International Cruises terminal-the only option I was provided with in the drop down menu on the website. I would seriously think twice about ever booking through Blacklane again, which is disappointing because there were so many other great reviews and the service is available internationally.”

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Posted 5 months ago

Dear Marie, We’re very sorry to hear about the challenges you faced during your pickup in Singapore. That’s not the experience we want any of our guests to have, and we completely understand how frustrating the situation must have been. We’d appreciate the opportunity to review your booking in detail and address this properly. Please contact us at guestrelations@blacklane.com so our team can assist you directly. With sincere apologies, Veronica

Posted 5 months ago

“The ride itself is perfect as usual. The payment system is a disaster. The cost of my ride (253 euros) was blocked on my card 3 times !!!!. It is not a small amount, you know, just to have blocked due to someone"s system failure. Then after the ride I got an email saying that you couldn't process the payment and asking my to pay via the link attached. I delayed it until the next day and at the end I never touched this link. Because the first thing I see next day Is the ride cost successfully written off my account! No apologies offered and no letter saying that the link was a mistake of yours! Please note that this is a second problem of this kind I encounter with you out of the last two rides. Everything worked fine before. I start thinking about changing provider if that becomes norm with you. Best regards,”

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Posted 5 months ago

Dear Konstantin, Thank you for taking the time to describe your recent experience in such detail. We’re glad to hear the ride itself met your expectations once again, though we understand your concern about the payment process and the confusion created by repeated authorization holds. We’d like the opportunity to review this further and provide direct assistance. Please contact us at guestrelations@blacklane.com so our team can look into what occurred and help clarify the charges. With appreciation, Veronica

Posted 5 months ago

“We encountered some difficulties in Zurich when we were using two cars. The first car took us to a lunch restaurant and informed us that parking directly in front of the restaurant was not allowed. We were not given any information about the location of the second car, and the driver was instructed not to notify us even though they had arrived well in advance – apparently, they were told to only contact the customer if they were X minutes late. As a result, we were delayed for our meetings. It seems drivers are not allowed to contact customers to avoid unnecessary spam, yet Blacklane sends an excessive amount of spam. It would be helpful if we could receive the driver’s contact details well in advance.”

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Posted 5 months ago

Dear Alina, Thank you for sharing your detailed feedback regarding your experience in Zurich. We understand how inconvenient it must have been to face coordination issues between the two cars and have limited information about your chauffeurs’ whereabouts, especially when you were on a tight schedule. Your comments highlight valuable points about communication and timing, and we’ll be sure to share them with our team to help improve clarity and consistency around guest updates. Warm regards, Veronica

Posted 5 months ago

“Had to wait for 1 hour after meeting the Backlane representative to get a vehicle to drop me at my place in Fremont”

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Posted 5 months ago

Dear Mahesh, Thank you for taking the time to share your feedback. We can understand how inconvenient it must have been to wait so long for your vehicle after meeting our representative. We’d appreciate the chance to review what happened and support you directly - please reach out to us at guestrelations@blacklane.com so our team can follow up accordingly. Warm regards, Veronica

Posted 5 months ago

“I tried communicating to the driver via the app with no response. We had to wait outside for the car, no one was inside holding the sign. Why ask what we want on the sign if no one is going to be holding it, or helping the ladies with their bags to the car. Vehicle had check engine light on, had no water bottles for us etc. Should have just used Uber and paid half the money, the experience would have been better and half the price. This was my first experience with Blacklane and will probably be my last.”

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Posted 5 months ago

Dear Michael, We’re truly sorry to hear about the lack of responsiveness from the driver, the sign in issue and the overall experience you described. This is not the standard we aim for and we understand how frustrating it must have been. We’d like to investigate your booking and make this right. Could you please email guestrelations@blacklane.com with your booking details (booking number, pickup location/time, and any photos or notes about the vehicle and signs)? We’ll review immediately and assist you as best as possible. Thank you for bringing this to our attention. We appreciate your feedback and hope to restore your confidence in Blacklane. Kind regards, Jacob

Posted 5 months ago

“Sold as an executive level service, actual experience was anything but.. I experienced the same level of service as a large Uber. Thought I would try, but I’m going back to my old service.”

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Posted 5 months ago

Dear Carlos, We’re truly sorry to hear that your experience didn’t reflect the executive-level service you expected from us. We fully understand how disappointing it must have been to feel that the quality fell short of what was promised. Your feedback is very valuable, and we’ll be reviewing it carefully to ensure we deliver the high standard of comfort and professionalism our guests should always receive. With sincere apologies, Veronica

Posted 5 months ago

“The driver came late and there was no communication. The hotel had to call twice. The first driver canceled the pickup. The second driver had to take the blame. He was a very good driver and nice. We got to the airport almost too late.”

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Posted 5 months ago

Dear Clara, Thank you for letting us know about your recent experience. We’re very sorry for the delay and confusion with your pickup - that’s not the smooth start we want for our guests, especially before a flight. We do appreciate your kind note about the chauffeur who completed the trip, and we’re glad his professionalism helped salvage the journey. Your feedback is important, and we’re reviewing this incident carefully to ensure better consistency moving forward. Warm regards, Veronica

Posted 5 months ago

“Had a bad experience at JFK when I booked a ride for 2327 on 11/7 and the reservation system put it at 0027 on 11/8 because of the change from daylight savings to standard time. The driver and I were unable to message each other because the system said no reservation number was available, since the system had put it on the wrong day.”

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Posted 6 months ago

Dear Valued Guest, Thank you for taking the time to share your experience. We’re truly sorry about the confusion with your JFK reservation and the communication issues caused by the time change. That must have been very frustrating, and we completely understand your disappointment. 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. Kind regards, Veronica

Posted 6 months ago

“Massively long wait times to get a car. As a result I booked Uber Luxury for 12 rides which only had wait times of a couple of minutes. Also, for bookings I. Advance, the by email advertised rate was not honoured.”

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Posted 6 months ago

Dear Valued Guest, Thank you for your feedback. We’re sorry to hear about the long wait times and the rate discrepancy you experienced. That’s not the consistency or transparency we strive to deliver, and we understand your disappointment. Please reach out to us at guestrelations@blacklane.com so we can look into this and assist you directly. Kind regards, Veronica

Posted 6 months ago

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