Use any service but Blacklane! Have had these guys cancel 2 times at the last minute leaving us stranded. Terrible terrible terrible!

If I could give this a zero, I would. They are an awful company with terrible customer service. I was left stranded at midnight at JFK with my young daughter after a 24 hour journey. The driver left because our flight had been diverted, so we were delayed, and they didn't bother to look at the flight information I had provided at the time of booking. Then, they charged me in full for the service I did not receive, because of their own faulty systems. DO NOT USE THIS COMPANY. I am still trying to get my money back, after having needed to spend a substantial amount of money for a replacement service. Use Lyft instead. read more

I reserved a car eight days in advance for a transfer in Milan for my trip to Italy. They waited until the day of the pick up to cancel and I wasn't able to book another car because they were all booked. Very unprofessional! I have read numerous reviews of this company doing the same to other customers. I will not be using them again and would not recommend if you need dependable, reliable transportation. read more

Would give negative stars if possible. The WORST limo sevice to ever exist in the history of the world. They left us stranded at the Montreal cruise port after we confirmed THE DAY BEFORE that we would be picked up. Should have read all the reviews becore using thus company...this appears to be a common practice. Do not use this company!!!!! They will take the reservation, assure you it is good 24 hours before and then not show up. BEWARE OF THIS COMPANY. read more

When Berlin traffic congestion prevented me from catching my flight to the U.S., thereby confusing my entire itinerary for the next 24 hours, i found myself in Newark, NJ, with the next flight home 23 hours later. So i took a local hotel and rebooked a different flight out of NY the next day. My spouse happened upon BLACKLANE SERVICES on the Internet to transport me the distance between the NJ area to the NY airport. What an excellent choice. Blacklane texted me 30 minutes before my driver arrived and offered me my driver's name and number. He appeared a bit early to accommodate for the heavy traffic and drove me skillfully and safely to my destination in a well-appoined, clean and roomy vehicle. While the cost was not inexpensive, the ride still was less than what a taxi would have charged. Upon checking for myself on the internet, i learned the company was founded in Berlin, the city from which i departed on this recent homeward journey, and operates in many cities around the globe. I would recommend you check them out if you require transportation when you travel. Their drivers are licensed and bonded. read more

Terrible experience. They made a mistake with my address. When the driver arrived he informed me he could not take me to the correct address as it was too far. Rather than correct their mistake and compensate me, Blacklane charged me $60 for "showing up" and advised that my ride would be $400+ versus the $126 they quoted me. I called an Uber that was $184 and got myself home. The $60 and customer service were horrible. read more

This is a terrible service. Zero stars is a more appropriate rating. I booked two suv for my boss to take them from a private flight to their hotel for this weekends final four in New Orleans. I even went on the morning of the ride and added the flight tail number to the reservation to ensure there would be no confusion. I received confirmation on both reservations of the updated information. When the plane arrived their were no cars there to pick up 8 people on a very busy weekend. The Reservation was scheduled way in advance and never did I ever receive notification that they could not accommodate my reservation. I called the service number on the reservation and could not talk to a live person. I was sent a link to my phone to go to an automated chat. I this point I requested driver information and number. the automated bot informed me that the driver should have emailed his/her information an hour prior to service. Normally, when we have used blacklane in the past they text the information to my boss's phone. However this did not happen. 10 minutes after the ride was to pick up, we received an email saying that they could not accommodate our reservation due to circumstance out of their control. That is unacceptable. They charged our card right away when the reservation was made. Terrible business practice and terrible customer service. My suggestion is to always book directly with a local company and have a real person to talk to so you don't end up stranded. We will never use Blacklane again. And if I could tell anyone booking....don't do it. You may or may not have a ride. read more

unfortunately, they quoted a rate for a ride; then overcharged credit card by 30% plus over quote. tried to reach out to customer service...non-responsive....waited 20 min for customer service before they replied. only good news was that car was clean...although, driver missed our exit on ride. read more

TERRIBLE EXPERIENCE I booked a car service online for a date and time over a month away. The next afternoon I received a text that my driver was on the way to pick me up! I called the driver and explained that I made the reservation for next month on a totally different date and time. He cheerfully said he would cancel the ride. I then checked in online and was told there was nothing they could do to help. You can't speak to an actual person, it's all via chat...and it took me over an hour to find out... No refund, no reschedule...nothing. Out $300 and "Sarah" to whom I was speaking wasn't just unwilling, or unable to help, she was rude about it. Customer Service at its worst. Their slick online presence gives them a world class vibe, but they are anything but. I lost $300 to Blacklane. A loyal and regular customer gone for good. GO ELSEWHERE FOR CAR SERVICE. Seriously, I want someone to benefit from staying away. I spent $300 learning the hard way. read more

Foul! i have used this service many many times. for the third time now, after a crucial long haul trip I have arrived to receive a message saying "sorry we can't fulfil your booking". i let them do it to me a third time. don't trust these idiots. there's lots of other companies who wont do this to you, and cost less. i will never book with them again and I implore you not to read more

Yet another bad review to add to the others. I tried to update the payment info for my ride pickup at Heathrow airport hours before the ride was due. When I updated the payment with the correct credit card, the Blacklane app suddenly informed me my ride was cancelled. I was in the middle of boarding my flight to London. So I quickly rebooked a new ride, confirmed it had gone through, then I had to shut off my phone as we were about to take off. When I landed in London, 2 rides had shown up. Both drivers are calling and texting, as is Blacklane customer service. I explained to all of them that the first ride had been cancelled by Blacklane. I was not sure why they had shown up. At this point, I had to get off the plane and go through customs. So I told customer service I would call them back as soon as I was able. After I hang up, I get emails saying my first ride had been cancelled outside the 1 hour window and now I owed for both rides. In my ensuing conversations with Blacklane, they refused to take responsibility for the glitch on their app and even went so far as to patronizingly explain to me how time differences work. Please spare yourself the trouble and never use this company. I had been a loyal customer for years, but recently, their tech (particularly their app) and their customer service is so bad it's honestly not a reliable or reputable company to recommend to anyone. read more

Do not book Blacklane transport - the website pictures promise lovely cars and well dressed drivers and delivered neither. I booked a black Mercedes from Singapore airport to my hotel - at huge expense - and got a dirty silver minivan with a driver in thongs and dirty clothes who did not help with luggage. The company refused to refund my expense saying that what i was provided was considered Business Class transport - buyer be very wary. read more

I had a flight set to land at JFK at 11:30 pm on Nov. 2, so I booked a Blacklane SUV. I entered the flight number and set the pick-up time for 12:15 am Nov. 3 (local time I assumed). I changed this to 12:00 am Nov. 3 a few minutes later after noticing that the arrival gate was close to the baggage area. I quickly got an email saying that there was a large gap between the flight arrival and the pickup time, so I called their customer support number. After about 10 minutes of me explaining this to the support rep, and her not being able to tell time, she stated that their flight tracking system must be wrong, they'll be there at the pick-up time I specified, and that they have a hard time dealing with time zones because they're based in Berlin. I called the driver directly and confirmed the time, since their off-shore customer support didn't inspire confidence. Well, the flight was on time, but the driver wasn't. He arrived at 12:50 am, 50 minutes late. His excuse was that there is a 1 hour window on the booking. Well, yes, Blacklane does provide a 1 hour window--the chauffeur is supposed to wait for the passenger for 1 hour; the passenger isn't support to wait for the chauffeur. The vehicle was fine though--a clean, full-size SUV with plenty of room. Because of the slight pick-up time change, Blacklane charged my credit card a second time for a slightly different amount, but didn't immediately cancel the original charge. The first charge never posted, but did sit there for a week, lowering my available balance. I probably should have gone with Uber, since they're faster, more convenient, and they know what they're doing. Even if you need something specific that Uber doesn't provide directly, maybe consider getting 2 Ubers, since that would still be less expensive than Blacklane. read more