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I ordered an escalade SUV for a trip to the airport. Not only the driver brought the wrong car seat, but refused to accept us because we have one extra piece of luggage. The driver threatened me and my kids, then unloaded the car and left us on the road. I contacted the Blacklane customer service, which justified the driver’s behavior and charged me the full ride price. After complaining multiple times, they finally accepted to reduce the price by 50% which is of course unacceptable for a service that was not executed at all. At 200$ a ride, you will find much more value in other car service apps, and more customer-friendly terms of usage. Blacklane is not the luxury car service you would expect. I will never again use Blacklane, and by reading several other comments I know that I am not the only unhappy customer!

Blacklane canceled the ride I had booked on my wedding day to get us from our venue back to our hotel. Here’s the kicker though, I never even got an alert that it was canceled— no push notification, no email, nothing. It just vanished. I didn’t realize it until I opened the app about 10 minutes before the car was set to arrive to find that the ride had completely vanished from my account. To head off any questions: - push notifications worked as expected for the Blacklane ride I had booked that got me to the venue earlier in the evening - my phone wasn’t in Do not Disturb mode, airplane mode, turned off, silenced, or anything else that would suppress notifications - notifications worked fine for the alternative car service app I had to use when I was scrambling to arrange a ride in place of my missing Blacklane booking Whatever may have happened, it’s too late for me to care. Blacklane is dead to me and I very sincerely hope that it fails. Bonus points: the Blacklane driver who actually did show up for the first ride I had booked couldn’t be bothered to properly wear his mask above his nose until we were all in the car and in transit to the destination.

Update: Chris King replied to contact him, as though he’ll address the issues in the review, but all he does is just forward your email to the customer service queue who then doesn’t pay attention to the issue. This is just another example of the poor customer service at Blacklane. ——-Original Review——- This could be a great service if not for two major issues that need resolving. 1) Rides booked via travel agent do not show up under the customer/rider account. For some reason they actually show up in the travel agent’s account. This makes it difficult for the traveler to keep track. This should work like hotels, where the travel agent makes the booking, but it is under the traveler account. 2) when you click “change” to edit your booking, it doesn’t really make changes to your booking. What it actually does is cancel that one and create a new booking. I did this to adjust for a delayed flight, and got a message that there would be no driver for the “new” booking, and apparently no way to just tell the driver to come at a different time. This is a terrible user experience.