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

“Price has gone through the roof. $140 from the airport, but $250 to return. I canceled the return.”

Posted 1 week ago

Dear Valued Guest, Thank you for sharing your comments with us. I'm so sorry to hear you chose to cancel your return trip after seeing an increase in price. Our dynamic pricing means that prices can be impacted by a variety of factors such as local supply, demand and how far in advance the ride is booked. Your support means the world to us, and we'd really like the chance to restore your trust in us. Please do reach out to guestrelations@blacklane.com so a member of the team can support you with your next booking. Kind regards, Chloe

Posted 1 week ago

“Unimpressed. First time we used Blacklane the driver met us at baggage claim and couldn’t do enough to help with our bags. I was post-op and my daughter was in a boot from a sprained ankle, so we knew this time around we would need the same level of service (if not more!). I was incredibly disappointed to hear from my driver that he was circling the airport, never came inside, and I had to take my own heavy suitcase off the luggage carousel by myself (had to have my injured daughter help, since I can’t lift more than 20 lbs). We hauled our stuff outside and met the driver. He did help lift the suitcase into the car, but I expected better overall service.”

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Posted 1 week ago

Dear Valued Guest, I’m truly sorry to hear about the issues you experienced at the airport. We understand how important assistive help is, especially given your post-operative situation. We pride ourselves on going the extra mile, and it's really disappointing to hear we didn't meet your needs this time. We’d like to investigate this further and make it right. Please contact guestrelations@blacklane.com with your booking details so a team member can assist you directly and review what occurred. We appreciate your feedback and hope to restore your trust on a future trip. Kind regards, Chloe

Posted 1 week ago

“Had two wonderful experiences in NYC in Dec but Chicago was the complete opposite. Very disappointing especially for how much the service costs compared to uber or Lyft black car or a separate private car service. Will definitely think twice before rebooking with Blacklane for my return airport trip or any trip.”

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Posted 1 month ago

Dear Ben, Thank you for sharing your feedback and for choosing Blacklane for your trips in NYC and Chicago. We’re sorry to hear that your experience in Chicago fell short, especially after two great rides with us and given the value you expected from our service. We sincerely apologize for letting you down. Please contact us at guestrelations@blacklane.com so we can look into what happened and assist you directly. We truly hope to have the opportunity to restore your confidence in Blacklane. Kind regards, Chloe

Posted 1 month ago

“Blacklane driver never acknowledged me, not with a smile, greeting, or any connection. Only attention was to my husband. He did not open door or show any courtesy to me. My husband was not happy either with the attitude.”

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Posted 1 month ago

Dear Valued Guest, Thank you for taking the time to let us know about your recent ride. We’re very sorry to hear that you felt ignored by the chauffeur and that their attention and courtesy were not extended equally to you as well as to your husband. This is not the level of respect and professionalism we want any guest to experience, and we understand how uncomfortable and disappointing this must have felt for both of you. We would really appreciate the opportunity to review your booking in detail and follow up with the relevant teams, so please contact us at guestrelations@blacklane.com with your ride details and we will look into this and assist you directly. We truly appreciate you bringing this to our attention and hope we may have the chance to restore your confidence in a future journey. Kind regards, Veronica

Posted 1 month ago

“The first booking number 159238089 was great, the driver came early before the booking time and waited until the time of my booking the car was clean and his attitude was perfect. However the 2nd booking number 331126014, was also good and the drivers’ attitude was very good, but the car was a bit unclean and dusty from the outside. But my overall experience was fantastic.”

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Posted 1 month ago

Dear Maram, Thank you for your valuable feedback, and for helpfully providing your booking numbers. I am pleased to hear that both chauffeurs delivered excellent service during your recent rides. I am so sorry to hear that the second vehicle did not meet our usual standards of luxury and cleanliness. This is an essential part of our service, and I am sorry we let you down. A member of the team will reach out to you directly regarding this booking. We truly appreciate your support, and will work hard to impress you on your next ride! Warm regards, Chloe

Posted 1 month ago

“I ask for a English speaking driver. The lady driving spoke no English. She walked so fast through Tokyo Airport we lost her for a few minutes. Very nerve racking since she had some of our luggage.”

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Posted 1 month ago

Dear Gary, Thank you for taking the time to share your experience with us. We understand how important it is to have an English-speaking chauffeur and a calm, reassuring arrival at the airport, especially in a busy location like Tokyo. We are very sorry that your chauffeur did not meet your language request and that the pace through the airport left you feeling stressed, particularly while they were handling some of your luggage. This is not the standard of care we aim to provide. We would really appreciate the opportunity to review your ride in detail and follow up with our local team, so please contact us at guestrelations@blacklane.com with your booking information so we can assist you directly. We value your feedback and hope we will have the chance to provide you with a smoother and more comfortable experience in the future. Kind regards, Veronica

Posted 1 month ago

“The driver drove 80 and almost had an accident.”

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Posted 2 months ago

Dear Beverly, Thank you for taking the time to share this with us. We’re very sorry to hear about your experience and that you felt unsafe due to the way your chauffeur was driving - this is absolutely not in line with the standards we set for safety and professionalism. Your safety is extremely important to us, and we would really value the opportunity to review what happened in more detail – please contact us at guestrelations@blacklane.com so we can assist you directly. We truly appreciate you bringing this to our attention and hope we may have the opportunity to restore your confidence in us in the future. Sincerely, Veronica

Posted 2 months ago

“The driver and the trip were great. Your customer service and online software were an issue. My flight and schedule chanded. Your software couldn't handle it and I think that it took around 7 phone calls to different customer service people to finally get the pickup time correct.”

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Posted 2 months ago

Dear Valued Guest, Thank you for sharing your feedback with us. We’re very glad to hear that your chauffeur and the trip itself were great, and we’re truly sorry that our customer service and online tools did not make things as smooth as they should have been, especially with your flight and schedule changes. We appreciate you letting us know about the difficulty in updating your pickup time, and we’ll use your comments to improve how we handle changes like this in the future. We hope to welcome you again and provide a seamless experience from booking to arrival. Warm regards, Veronica

Posted 2 months ago

“I had a great ride with Diego from the Orlando Airport to my resort. He was personable, and helpful with our bags. However, my husband had pre-booked another ride from the Lehigh Valley airport to our home, and while we waited at our gate at the Orlando airport, we received a call to say Blacklane couldn't find us a ride and cancelled our ride. We needed to find alternative transportation home with little time. This was not the first time we had been cancelled. A couple years ago we had Blacklane transportation booked from Philadelphia Citizen's Bank Park to Lansdale. We were at the Phillies game when my son received the call to cancel our ride. Finding a ride that night was very difficult, and caused my son to never use the service again. I understood his frustration, as I can no longer trust booking a ride as well. Again, Diego did a fantastic job on our ride in Orlando, but I need to be able to fully trust that if my family books a ride, it will be completed and not cancelled.”

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Posted 2 months ago

Dear Gail, Thank you for taking the time to share such detailed feedback with us. We’re very happy to hear that your ride with Diego in Orlando was great and that he took good care of you and your bags. At the same time, we’re truly sorry for the stress and inconvenience caused by the short-notice cancellations of your rides. Having to find last-minute transportation, especially more than once, is understandably frustrating, and we regret that this has affected your and your family’s trust in booking with us. We’d appreciate the chance to look into this further – please contact us at guestrelations@blacklane.com so we can review both incidents in detail and see how we can best support you. Thank you again for sharing your experience with us, and we genuinely hope we may have the opportunity to restore your confidence in our service in the future. Warmest regards, Veronica

Posted 2 months ago

“Driver did not check flight status thus we had to wait 20 minutes for his arrival. He said sorry for not checking.”

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Posted 2 months ago

Dear John, Thank you for sharing your experience. As part of our airport pick-up service, chauffeurs are expected to track your flight arrival and adjust your pick-up time accordingly. I am disappointed to see this did not happen for you, and we'd really like to make this right. Please email your booking number to guestrelations@blacklane.com. A member of the team would be happy to address your concerns and restore your trust in us. Warm regards, Chloe

Posted 2 months ago

“While my overall experience was okay, I need to caution other customers that any edits to time or location of pickup will result in your fare being doubled. I complained to Blacklane and got a long wrtten response that didn't really explain why my particular fare was being doubled. I paid $182.00 US dollars for a ride of less than 5 miles that took only 15 minutes.”

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Posted 2 months ago

Dear Douglas, Thank you for sharing your experience. Please note that when changes are made to a booking, the price may increase depending on the time and day of the service, how far in advance the modification is made and chauffeur availability in the selected district at that time. We appreciate your feedback and hope to provide you with a much smoother experience on your next trip. Kind regards, Jacob

Posted 2 months ago

“It hasn’t been the top executive experience I expected. The last two rides picked up passengers like regular Ubers or taxis — not at the door and without providing a higher level of service, in my opinion.”

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Posted 3 months ago

Dear Rodrigo, Thank you for sharing your experience. We’re sorry to hear the last two rides didn’t meet the elevated service you expected. We’d like to investigate and address this for you. Could you please email your booking details to guestrelations@blacklane.com so we can review and assist further? We appreciate your feedback and hope to provide a much smoother experience on your next trip. Kind regards, Jacob

Posted 2 months ago

“The VIP transfer for our C.E.O.'s in Doha #339818829 was cancelled with no logic explanation. Mail with explanation came at the time of pickup and no earlyer so passangers could be prapared on this situation. We appreciate not charging for transfer that you could't provide and for the future, we would be very happy with some discount codes for bookings in future. Thank you for understanding and kindest regards. Aleksandar Stankovic MM Surgical Slovenia”

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Posted 3 months ago

Dear Aleksandar, Thank you for sharing your feedback and we’re very sorry that we could not fulfill your transfer. This isn’t the experience we aim to provide. We’d like to look into this and provide you with more detailed explanation and assistance. Could you please email us on guestrelations@blacklane.com with your booking details and we will be sure to look into it right away. Thank you for your understanding and we hope to provide much smoother experience in the near future. Kind regards, Jacob

Posted 2 months ago

“why did the prices increase by more than 25% in a few months? It makes the use of Blacklane less enticing...”

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Posted 3 months ago

Dear Joe, Thank you for sharing your thoughts. We appreciate your feedback about our pricing, and we’re sorry for any impact this has had on your use of Blacklane. We’re committed to continuous improvement and providing the best quality service for our guests. We use dynamic pricing to deliver the most effective service. If you have any specific feedback about our ride prices, please feel free to contact guestrelations@blacklane.com. We'd be happy to hear from you. Warm regards, Chloe

Posted 3 months ago

“Good service but no clear standard when selecting a car. Customer service email response was rude.”

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Posted 3 months ago

Dear Valued Guest, Thank you for sharing your feedback. It's great to hear you appreciated our service, but we’re sorry to hear there was inconsistency in the vehicles you have received for your rides. Please rest assured that all our premium vehicles are reviewed and approved before they can carry out any bookings. It's very disappointing to hear you did not feel supported by our dedicated customer care team. If you’d like to share more details about your experience, please email guestrelations@blacklane.com so we can investigate and assist further. Warm regards, Chloe

Posted 3 months ago

“The car was clean and efficient to communicate with. Nevertheless we encountered dishonesty from the driver who charged us an extra 2 hours and was unresponsive about this over text messages. Blacklane responded quickly and refunded the extra amount charged however my recommendation would be that both the driver and passenger should validate any extra charge before you charging the amount to their card to avoid this case happening again.”

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Posted 3 months ago

Dear Sara, Thank you for sharing your experience. While I am glad to know our customer care team promptly resolved your issue, this is never the experience we want our guests to have. I sincerely hope we can make this up to you on your next booking. Please email guestrelations@blacklane.com with any further suggestions or assistance. Warm regards, Chloe

Posted 3 months ago

“The driver was great however I was expecting them to be there when we arrived at baggage claim. I was literally trying to manage getting my bags and find him when I would have assumed since he knew our flight number that he would be waiting at the correct baggage claim Instead, I was on the phone trying to give him directions of where I was and then I had to get all of our bags off of the belt by myself. My phone battery died at the same time so there was no way of contacting him. I saw another driver that had a large sign which made it easy. I wish he would have been a little bit more prepared For the pick up.”

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Posted 3 months ago

Dear Valued Guest, Thank you for sharing your experience. I’m sorry to hear the pickup didn’t go smoothly at baggage claim and for the trouble with contacting your chauffeur. We’d like to investigate and ensure this doesn’t happen again. Please email guestrelations@blacklane.com with your booking number and a brief description of what occurred and we’ll look into it promptly. Warm regards, Jacob

Posted 3 months ago

“The driver communicated well before arrival and took us from a to b but the car had a smashed windscreen and the bottled water was already open so hadn’t been restocked. This was my first time using Blacklane and I was very disappointed and decided to cancel my following trips. I would appreciate being compensated for this journey.”

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Posted 4 months ago

Dear Angela, Thank you for sharing your experience. We’re sorry to hear about the smashed windscreen and the opened water, this isn’t the standard we strive for and we understand your disappointment. We’d like to investigate this further and provide you with further assistance. Could you please share your booking details and any photos you may have on guestrelations@blacklane.com. Warm regards, Jacob

Posted 3 months ago

“The car was 30 minutes late, which is unacceptable for a premium car service. The driver tried to make up for it by being nice and was apoplectic. Her previous fare was late arriving at the airport, so I have some understanding for her. But if I can’t depend on Blacklane to be on time, I cannot put any trust in them for the future.”

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Posted 4 months ago

Dear David, Thank you for your feedback. We’re sorry your chauffeur arrived late and understand how frustrating this is for a premium service. We appreciate your understanding of the previous delay however punctuality is essential and we’ll use this to improve our operations and ensure more reliable arrivals in the future. If you’d like, we can review your trip details and provide further assistance, if you could please email us on guestrelations@blacklane.com with your bookings details we'd be happy to investigate this further. Kind regards, Jacob

Posted 3 months ago

“Drivers, driver service and ride qualilty: Excellent Office admin /billing etc: Poor”

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Posted 4 months ago

Dear Karen, Thank you for taking a moment to share your impressions. We’re truly happy to hear that your chauffeurs and overall ride experience were excellent - it’s great to know that part of your journey went so well. At the same time, we regret that our administrative and billing processes didn’t reflect the same level of quality. Your comments are invaluable to us, and we’re already reviewing how we can improve that part of the experience. We hope your next booking feels seamless from start to finish. Warm wishes, Veronica

Posted 4 months ago

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