I had a short flight deadline out of Munich after a business meeting outside the city, and was worried my poor German and local companies would compromise getting there on time. Found Blacklane -... See more
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Review summary
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My driver was waiting for me with a sign, as expected. He immediately grabbed the two heaviest bags, including a large checked bag my wife used while spending the month in the UK. The vehicle was very... See more
Company replied
This was the first time I have used Blacklane and I will definitely use it again. Mr. Ali was so kind and so thoughtful! He knew we were celebrating our 27th Wedding Anniversary and played various son... See more
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We had a lovely young lady called Joanna. She couldn’t have been nicer, checking whether we were cool/warm enough, putting on music that we liked and generally talking to us on and off throughout the... See more
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Company details
Written by the company
Upgrade your travels with Blacklane. We bring peace of mind to the most stressful part of travel: between the front door and your destination. Our chauffeurs are available for airport transfers, by the hour, on-demand and for city-to-city trips, ensuring guest safety, efficiency, and comfort across more than 500 cities worldwide. Book your Blacklane service at all-inclusive rates on our website or app or via distribution and channel partners.
Contact info
Feurigstrasse 59, 10827, Berlin, Germany
- social@blacklane.com
- www.blacklane.com
4.6
Excellent
8K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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BUYER BEWARE...I will never use or…
BUYER BEWARE...I will never use or recommend this company. Last month, I hired Blacklane to pick my grandsons, sister-in-law and myself up at the Munich Airport and take us to our hotel in Salzburg, Austria. As we were getting off the plane, I started communicating with the driver(Edwardo) and Edwardo told to call him when we got through Customs/Border Patrol. As soon as we got through I called him. The office in New York called me and I told thr customer service representative that I was communicating with Edwardo directly. The Blacklane rep called me back and said that since I had not met Edward at the arranged time that Edwardo had taken another client and left us stranded. I explained that I was in constant communication with Edwardo. I followed Edwardo's instructions to the letter and he left us high and dry. I was livid. I now had to find another way of getting my 2 minor grandsons, my sister-in-law and myself to our hotel. We had just flown 11 hour plus the travel time to the airport. It was a HORRIBLE EXPERIENCE. Blacklane customer service did absolutely nothing to help resolve this situation, in fact, they made it worse by continuing to charge me €500 for a service they did not provide.
8 June 2026
Unprompted review
Reply from Blacklane
Dear Ms. Downing,
We really appreciate you taking the time to write this out in full, and we're genuinely sorry that a long-haul journey with your family ended in such a distressing arrival at Munich. Being left stranded with two young grandchildren and your sister-in-law after 11 hours in the air is the opposite of what should have happened, and the follow-up with our team clearly compounded rather than eased the situation.
We would very much like the chance to review the booking and the handling by our support team from start to finish. Please write to us at guestrelations@blacklane.com so we can work toward putting this right.
We look forward to hearing from you.
With thanks,
Chloe
Our driver presented the wrong name at…
Our driver presented the wrong name at the platform. We asked where else he may be and were directed to a site outside the station. The driver made no attempt to contact us. We contacted him and were advised he was at the platform. When we returned we found him hold out someone else’s name. Really! Incompetence personified!
9 July 2026
Unprompted review
Reply from Blacklane
Dear Alan,
Thank you for taking the time to let us know what happened during your pickup. We're truly sorry that your chauffeur displayed the wrong name, was not where you expected him to be and did not reach out to guide you, as this is far from the smooth arrival experience we want every guest to have.
Please feel free to write to us at guestrelations@blacklane.com with your booking details so we can look into this in detail and follow up with you personally. We would very much like the chance to restore your confidence in us on a future ride.
Sincerely,
Jacob
The chauffeur was excellent and his…
The chauffeur was excellent and his service and attitude were amazing. I would suggest putting in all the cars some Luxury Chocolates, Sweets, and Fine Nuts and Luxury water and doing the some will enable you to get a 5-Star rating.
2 July 2026
Unprompted review
Reply from Blacklane
Dear Ziad,
Many thanks for sharing your thoughts with us after your recent ride. It's lovely to know that your chauffeur made such a strong impression with an excellent attitude and outstanding service. We truly appreciate your creative suggestion about adding luxury treats and premium water on board and we'll gladly pass your input along to the teams working on future improvements.
We hope to welcome you back on another journey soon.
Warm regards,
Jacob
Driver and car perfect
Driver ponctual, very polite and nice conversation.
Car of great comfort and clean BMW 7
9 July 2026
Unprompted review
Reply from Blacklane
Dear Alain,
We appreciate you taking a moment to share your experience with us. It's wonderful to know that your chauffeur was punctual and made great company along the way, and that the vehicle offered the comfort and cleanliness you were hoping for.
Comments like yours are a real encouragement to our teams, and we can't wait to welcome you on board again for your next journey.
Best wishes,
Jacob
Reply from Blacklane
Dear Don,
Thank you so much for taking the time to share your feedback with us. We're truly pleased to hear that every part of your journey, from beginning to end, lived up to expectations.
It would be a pleasure to welcome you on board again whenever your next trip takes you.
Kind regards,
Jacob
Driver was on time and helpful.
8 July 2026
Unprompted review
Reply from Blacklane
Dear Ms. Gray,
Thank you for such a lovely review!
It's always a joy to hear our guests receive the level of service they deserve. Our expert chauffeurs should always strive to deliver a seamless journey from pick-up to drop-off.
Thank you for choosing us for this ride - we look forward to your next booking.
Warm regards,
Chloe
You canceled my ride from CT to Logan…
You canceled my ride from CT to Logan 20 mins before pick up. You told me who you canceled that you would pay my last minute uber ride which you didn't and didn't apply my 100.00 for the botch towards my return. Basically you told me to contact Silversea cruise for a refund on the second call.
26 June 2026
Unprompted review
Reply from Blacklane
Dear Mr. Piccolo,
Thank you for your review. Having your ride cancelled on short notice, being promised a reimbursement and then being redirected to Silversea for a refund must have been immensely frustrating. I am genuinely sorry we failed to deliver the level of service you deserve when handling this booking.
We'd like to unpack each of these points with you — the cancellation itself, the promises made afterward, and the way the follow-up calls were handled. Could you please email us at guestrelations@blacklane.com so we may work toward putting this right?
We look forward to hearing from you.
Warm wishes,
Chloe
The driver did not turn up
The driver did not turn up. After waiting for 45 minutes whilst the customer service agent said they were looking into it she came back and said they could not help. I have used Blacklane for a couple of years and never had this issue before. I will be looking for alternative services after this disaster.
7 July 2026
Unprompted review
Reply from Blacklane
Dear Mr. Collins,
Thank you for writing to us about what happened, even though the circumstances are far from what you should have encountered. A missing chauffeur and an unhelpful conversation with our customer care team are not reflective of the standard you've come to expect from us over the past couple of years, and we're truly sorry we let you down.
Loyalty like yours means a great deal, and we'd hate for a single experience - however serious - to cause you to lose trust in us. Please write to us at guestrelations@blacklane.com so we can do what we can to put this right. We appreciate you giving us the chance to look into this properly.
Warm regards,
Chloe
Awesome Experience
My driver was waiting for me with a sign, as expected. He immediately grabbed the two heaviest bags, including a large checked bag my wife used while spending the month in the UK. The vehicle was very clean, comfortable, and new - all of these are factors I take seriously. Our driver was fantastic: friendly and appreciated our 7hr flight home was tiring. He was intentional on chatting with us, perfectly balancing his friendliness while not being overbearing as too chatty. I really appreciated this. 5 stars for the experience. Will use again and I hope I have the same driver next time as well.
8 July 2026
Unprompted review
Reply from Blacklane
Dear Vinny,
Thank you for capturing so many of the little moments that made your trip home stand out. From the sign at arrivals and the quick help with those heavier bags, to a spotless vehicle, and a chauffeur who read your mood perfectly, it sounds like everything fell into place.
We would be honoured to deliver another exceptional experience for your next booking. See you then!
Best regards,
Chloe
I am extremely disappointed with the…
I am extremely disappointed with the service I received. The vehicle provided was not a luxury vehicle as advertised—it was a Toyota. My reservation clearly indicated 4 passengers and 4 pieces of luggage, yet the vehicle was not large enough to accommodate us comfortably. One passenger had to sit in the front seat next to the driver, while another was forced to sit alone in the third row surrounded by luggage.
This was not the premium black car experience I paid for or expected. Blacklane promotes luxury transportation, including Mercedes-Benz vehicles and other high-end vehicles, so receiving a standard Toyota van was completely inconsistent with those expectations. To make matters worse, the vehicle smelled strongly of cigarette smoke, which further diminished the experience.
When I contacted customer service, I was told that I should have specified the type of vehicle I wanted. I find that response unacceptable. If a booking is made for four passengers with four pieces of luggage through a company that markets itself as a luxury chauffeur service, customers should reasonably expect a luxury vehicle that can comfortably accommodate the reservation without having to request it separately.
Overall, this experience fell far below the standard Blacklane advertises, and I cannot recommend the service based on my experience.
7 July 2026
Unprompted review
Reply from Blacklane
Dear Antoinette,
Thank you for your thorough feedback about what went wrong with your recent booking. Between a vehicle that couldn't comfortably fit your party of four with luggage, the smell of cigarette smoke inside the cabin, and a support response that left you feeling brushed aside, this falls a long way short of our usual high standards.
We'd very much like to look into what happened here, from the vehicle assignment through to the conversation you had with our team afterwards. Please write to us at guestrelations@blacklane.com so we can pull up your booking and address each of these points properly.
We're truly sorry the experience left you unable to recommend us, and we appreciate you giving us the chance to make this right.
Kind regards,
Chloe
Great service, smooth ride, on time,
7 July 2026
Unprompted review
Reply from Blacklane
Dear Mr. Coker,
Thanks so much for taking a moment to leave a few words about your recent trip. It's great to hear that the service was excellent, the ride itself was smooth, and your chauffeur arrived exactly when expected.
We pride ourselves on delivering reliable, top-quality experiences for our guests. We'd love to be part of your travels again whenever the next journey calls.
Best wishes,
Chloe
Reply from Blacklane
Dear Mr. Brummenæs,
Thank you for sharing a few words about your recent trip with us. Punctuality, a comfortable vehicle, and service that hits the mark are what we aim for on every booking, so it's genuinely lovely to know these came together for your journey.
Thank you for choosing Blacklane - we hope the road brings you back on board with us before long.
Best wishes,
Chloe
Reply from Blacklane
Dear Ms. Sackin,
Thank you for taking the time to share your wonderful review. We are so appreciative of your support and feedback.
Making sure you enjoy a seamless journey from start to finish is what we do best. Thanks for travelling with Blacklane!
Kind regards,
Chloe
Flawlessly met my tight flight deadline
I had a short flight deadline out of Munich after a business meeting outside the city, and was worried my poor German and local companies would compromise getting there on time.
Found Blacklane - genuinely exactly what I hoped for. Easy booking (after signup process). Arrived for pickup well in advance. Spacious. Clean. Smooth ride. Good driving. Good English. Literally zero complaints.
Obviously you pay a premium but it was likely not more than +40-50% to the meter on a regular taxi.
6 July 2026
Unprompted review
Reply from Blacklane
Dear André,
What a great note to receive — thank you for walking us through how the trip came together under real time pressure out of Munich. Getting to the airport on a tight deadline in an unfamiliar language is exactly the kind of moment where everything needs to click, and it's genuinely rewarding to know we lived up to what you were hoping for.
We'd be glad to assist you again with your future rides!
With thanks,
Chloe
As always…Great service!
As always. Professional. Personal. And a smooth ride. Love you guys.
6 July 2026
Unprompted review
Reply from Blacklane
Dear Mr. Goelzer,
It means so much to hear you are loving our service! We do everything we can to deliver you with a special, memorable journey each time you book with us. It's great to know we're hitting the mark for you.
Wherever you are travelling next, we look forward to having you on board once again.
Best regards,
Chloe
Loved getting a discount code for our…
Loved getting a discount code for our recent ride home from LAX for a family trip. The driver was excellent, car was very clean and felt luxurious. The booking process was simple and our pickup was seamless.
5 July 2026
Unprompted review
Reply from Blacklane
Dear Ms. Robinson,
Thank you for writing about your ride home from LAX, and we're so pleased the discount code added a nice touch to your family journey. It sounds like everything came together beautifully — from a straightforward booking and smooth pickup to a spotless, comfortable vehicle and a chauffeur who truly impressed.
Wishing you many more memorable trips ahead - we'd love to be part of them whenever you're on the move!
Kind regards,
Chloe
Our driver was right on time
Our driver was right on time, communicated via text so we knew where to meet as the cruise terminal was utter chaos with traffic. Safe driver, Seattle traffic was bad but he aced it with no stress to us. Would definitely use your service again, highly recommend.
5 July 2026
Unprompted review
Reply from Blacklane
Dear Carol,
How lovely of you to share a few words about your recent ride with us. It’s great to hear that your chauffeur arrived right on time, kept in touch by text to help you meet up in the middle of a chaotic cruise terminal, and navigated Seattle’s heavy traffic in a way that kept the journey completely stress-free.
Handling busy pickups with calm and clear communication is exactly what we hope every guest experiences, and your recommendation means a great deal to the team behind this ride.
We can’t wait to be part of your travels the next time you’re on the move.
With thanks,
Veronica
Blacklane provides excellent service…
Blacklane provides excellent service and courteous drivers. We could not have asked for better this time around as we needed accommodation at short notice.
The only sour spot was after the drive was completed. Blacklane advertise that tips are included in the rate. Usually, I will give something more in cash to the driver. This time when I landed from abroad I did not have $US on me so I did not provide any tip. Right at the end of my trip I received a text asking how it had gone. When I picked excellent it turned into a request for either a 20%, 25% or 30% tip which I thought very odd given the statement in their service agreements that tips are pre-included. It made me wonder if it was a scam especially after I complied and the tip went to “Tipjar”
5 July 2026
Unprompted review
Reply from Blacklane
Dear Peter,
Thank you for taking the time to share such a detailed account of your recent journey, and for the kind words about the ride itself and the chauffeur who stepped in at short notice. We also want to gently address the concern you raised about the tipping prompt at the end, as we can see why it left you uncertain.
To put your mind at ease, chauffeur gratuities are always included in our rates, along with all taxes, tolls, and fees, so there is genuinely no need to add anything on top of what you have already paid. The one exception is New York, where guests receive a post-ride email with an optional link to add a tip should they wish. If anything ever feels different from this, we would kindly appreciate it if you could let us know, so we can look into it and make sure things stay as they should.
Your feedback is a helpful nudge for us to review how these messages come across, and we truly appreciate you flagging it.
We look forward to welcoming you on board again for a journey that feels seamless from start to finish.
With thanks,
Veronica
The Blacklane app locked us out of our own booking
We "claimed" a ride using the Blacklane app. Our cruise disembarkation location was changed, so we turned to the app, which has a location edit link. We tried several times, unsuccessfully, to change the pick-up location. Using the chat feature, we were told that, because we "claimed" the ride, not only could we not edit the pick-up location, only our travel agent, who made the booking, could change anything. Furthermore, she could not edit the location; she could only cancel the booking and rebook at the updated pick-up location. Rebooking at the late date (less than 24 hours before pick-up) would result in a higher fee.
This happened on a weekend and our travel agent was 9-hours behind our time in Europe. Only because our travel agent is diligent every day of the week were we able to cancel the booking. We then booked locally in Europe with a taxi service for essentially the same fee originally quoted by Blacklane
28 June 2026
Unprompted review
Reply from Blacklane
Dear Tom,
Thank you for sharing such a detailed account of what happened with your cruise transfer. We are truly sorry that adjusting the pick-up location turned into such a stressful experience, especially with the timing and time zones involved.
Your feedback about how claimed bookings work in real travel situations is valuable, and we will pass it along to the teams improving our app and booking flow.
We hope to have the chance to offer you a much smoother ride next time.
Best wishes,
Veronica
Reply from Blacklane
Dear Mr. Segall,
What a treat to find your kind words waiting for us, and we truly appreciate you sending a note our way. Hearing that our chauffeur came across as professional, prompt, and a pleasure to be around tells us the ride landed exactly where we hoped it would.
Little compliments like these travel far within our team and are always a bright spot in the day.
May your future journeys be filled with the same easy, enjoyable moments.
Sincerely,
Veronica
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