Blacklane - Chauffeur Service Reviews

by GeraldineCoh

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 this app 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. this app is not the luxury car service you would expect. I will never again use this app, and by reading several other comments I know that I am not the only unhappy customer!

by JPB2022FL

I've used this app for years. But my last two interactions have reflected a decline in service. The first was a cancellation by this app, after confirming ride availability. This happens but it's not ideal.

My second was when I needed to attempt to cancel my ride. I have used this app intermittently through the years but Blacklane failed, the phone line wouldn't allow convenient cancelled and I disputed the forced charge. Needless to say, this app insist I should prove every attempt to contact them, despite my existing history as a compliant client and they seem to be very reachable over a charge dispute, but not when needing to cancel my ride. My booked driver in this interaction acknowledged app disruption and phone issues. It has ended my use of this app.

by Mrtorbert

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 this app.

——-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.

by Midmorningsleep

this app 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 Blacklane 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 this app 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 this app booking

Whatever may have happened, it’s too late for me to care. this app is dead to me and I very sincerely hope that it fails.

Bonus points: the this app 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.

by Langostittas

I was super excited to give this app a try to pick up a relative in a day of very bad weather. The chauffeur was great and polite and really great to deal with. Unfortunately, this app has an hour wait limit when picking up someone from the airport. After this, the chauffeur simply leaves, the service still charges you and the guest is left hanging at the airport. While I understand that the chauffeurs need to keep doing their scheduled rides and get paid for their time, I think airport pickup policies need to accommodate the intrinsic uncertainty of international arrivals - for instance, longer than average immigration lines. There could be a better way to deal with this issue - for instance, a charge for extending the wait time or coordinate w another driver in the area to take on the ride. I was very disappointed.

by BstonCoder

Overall, great service. I’ve used this for door to door and also to/from airport. Clean cars and professional drivers, always on time.

The one thing keeping this from 5 stars is Blacklane . Blacklane resets back to the Home Screen if you switch to another app during the booking process. For example, if you’re inputting your addresses, and then toggle to your email to get your destination address or look up a time or something, when you toggle back to this app, it resets to Blacklane ’s home screen. It would be a great UX if it would just return to where you left it so you don’t have to start from scratch.

by Jenjen77639

I Will never use any other car service again. They are amazing and reasonably price. Tip and all taxes are included in each ride so you don’t have to worry about that at the end of the ride. I sent my 18-year-old daughter with a black Lane chauffeur and I will never do anything less again. I don’t trust any other car service to keep my daughter safe but I know I can always count on this app. Reliable and courteous drivers. Professional. Their app is amazing because you can track the ride including arrival and departure through their app. I felt so safe with my daughter using them and I never felt like her safety was compromised. Thank you black Lane for always being there for us they are our number one travel need. They operate out of multiple states and you can’t go wrong getting a nice ride to the airport to your hotel quick fast efficiently and often extremely friendly and talkative

by Yasonofsky

Beware of the small print. If you book by the hour and cancel within 24 hours of pickup, they will charge u for the whole ride. I by mistake canceled a reservation I made to be picked up at the airport (while waiting for takeoff of a 14 hour flight which was delayed about 15 minutes) instead of editing it to change the pickup time by 15 minutes! I canceled and immediately rebooked . To my surprise, I was charged twice !! More surprising was their unwillingness to refund the second charge. I was a satisfied customer for over two years. Not anymore.

by Ron, Florida

Flying in from the States, I have used this app several times to travel from Heathrow into central London. Drivers have always been there waiting as I exit arrivals, car is usually Mercedes, Jaguar or BMW. Vehicles are always new, spotless, driving and navigation faultless. Reasonably priced and the best of the various limousine/transport services I have used.
Lately I have been opting for the “green option” which is in a Tesla S. Although slightly more expensive, this is an ethical choice more travelers will have to make.

by Traveler Jacqueline

This service is fantastic!! Not knowing whether I would easily find Uber during my overseas travel, I decided to try this app for all phases of my travels beginning in Dallas, TX (USA) and twice while in Hong Kong. Throughout my travels, the drivers arrived on time; they were courteous and professional. The vehicles were immaculate. The drivers drove safely and deposited me at my destinations in a timely manner.

The prices were reasonable for the quality of service. I will definitely use this service again and recommend it to my friends.

by Roobes

I arranged a picked up for my aunt and uncle who came to visit me in Mexico City. International travel can be stressful enough, so I thought this would help ease the stress. Boy was I right. Their flight arrived on time, but the customs line was super long. Our driver kept me posted on her every move. From the the moment she arrived at the airport till the moment she was in contact with my family. She was really professional and patient. She waited till my uncle and aunt finally made it out of customs. My family couldn’t have been happier. The car itself was flawless and very comfortable. The driver gave them a sense of security at every step of the way. I received a txt when they were dropped off at my front door. I’m really excited to be using them again for my own trip coming up. Thank you this app!!!

by J D Of Long Beach

This was my first time using this app & it was beyond wonderful. Driver was right on time picking me up at 3:30am to take me to LAX. He knew my gate number & flight info. Smooth ride in a beautiful Lincoln tow car. Water provided! I’ve told several of my friends to use this app. I will be using this app in all my future trips to the airport as well as other cities from now on. Reliable, Safe &Luxurious.. quite reasonable rates. Very simple to use their app and updates ahead of time on your drivers name, cell number & ETA on his arrival time to my home!

by Ntsecrets

When we were in Portugal I had no idea how to get a limo to the airport for 5 + luggage. Uber has a fixed capacity of 4 passengers. My wife was on me because I had not helped find a solution. I came across Blacklane and I scheduled the limo a few days in advanced not knowing if it would work. Well, at exactly 3:30 am as scheduled the driver showed up in a brand new Mercedes SUV with a very courteous driver. I got a notification an hour before from this app with his info. I couldn't have been more relieved it worked and the price was very reasonable.

by Frank/Trish

We were a little nervous using your service based on a couple of past reviews. However there were more great reviews so we took the plunge! We were not disappointed in fact very pleased. The gentleman was waiting for us with our sign. He helped with our luggage and got us to our destination. He was very helpful giving us some suggestions for sightseeing and dinners. We enjoyed our ride to our destination. Our trip was July 8,2019. It was a pleasure doing business with your organization. Thank you! We will recommend you and use your service in the future.

by Staygar2018

I was put in a weird situation where my daughter had to be at a camp in Colorado and I am in Texas. She flew into Colorado Springs and there was about an hour and a half drive to get her to her destination. I did not feel comfortable putting her in an Uber,so I used Black Lane. At one Point late in the afternoon, her flight number changed and I had to call customer service and they were very nice and professional and helped with the change. I was kept informed with Blacklane and through emails and The Driver arrived right on time. He was polite and courteous to my daughter and she felt safe the entire ride, which gave me much peace of mind!!!

by WaGoodman

My flight was delayed almost 3 hours into Gatwick. I contacted the company and updated my pickup time. This only left me a 2 hour window to transfer to Heathrow to make my connecting flight home to Boston. My driver Stoyan Chimedzhiev was right there to meet me. I explained my transfer issue, he checked my flight status out of Heathrow and told me that he would do everything that he could to get me to Heathrow to make my connecting flight. He took my luggage and we ran to the car which was clean and very comfortable! A man of his word, as we were in traffic, he got me to Heathrow in as little time as possible.
I would highly recommend the services of this company!

by Mariam Saoud

This service is the best ever. It’s so easy to navigate through Blacklane , it’s quick and direct. They are very professional, and always on time. The driver asks if you’re comfortable, if the temperature of the car is okay. There are bottles of water in the car for your comfort. The car is clean. You can edit the date and time if plans change. You receive a confirmation email. Before your ride, you will receive a text message informing you of the drivers name and number, where you can contact him if you need to. I just honestly cannot fault it, it’s amazing. Downloading Blacklane was one of the best decisions I made.

by Out The Money

Dragan was to pick up my elderly brother in law from LAX on the Wednesday before Thanksgiving, busiest travel day of the year.
The driver called to say that he couldn’t find my brother in law and that that he wasn’t answering his phone. I tried calling multiple times and when he finally picked up he said he hadn’t heard his phone in the noisy airport.
Dragan was able to connect with my brother in law and the next call I received was from Dragan to let me know that my brother in law was in the car with him and on the way home.
This is just old fashioned good service. Dragan wen beyond the call in a difficult situation. Uber would have left after waiting 2 minutes. Thank goodness I used this app!

by TooFanci

I had not ordered a car service before other than Uber. I knew this would be a little bit more expensive, however traveling during a pandemic makes you rethink things, especially when it’s your mother and your aunt who are traveling. So I spared no expense as I thought it would be best that they have a carefree travel experience. Stan S. of San Antonio, TX was their chauffeur at pick up upon arrival to SAT and he happened to be their chauffeur going back to SAT. He was very professional, very courteous, and very personable. The next time I travel I will order a chauffeur as well. I’ve added Blacklane to my phone. Thanks this app and Stan, for keeping my family safe!

Gwendolyn B.
North Carolina

by Robert Szechter

My daughter and I used this app to arrive at warner brothers studio this morning and I rebooked for a pickup to return to our hotel at Dream Hollywood and 20 mins before pick up I was emailed that the ride was cancelled. Absolutely not acceptable. If I was by myself it would have been bearable but with my daughter who I brought to Hollywood for vacation and for us to be left stranded is not how u treat a customer like me. Who has used your service over 50 times already. I’m sure I’ll get over it but it’s very hard to swallow I’d appreciate a phone call from someone who can make this better with me and my daughter

by BankershillRick

I booked this app after reading reviews answer I was very happy with the service. We flew to Beijing and not knowing the language or city we wanted to get to our hotel with as little hassle as possible.

Our driver met us with my name on a sign, just as I was informed he would, outside baggage claim. The SUV we rode in was spotless. Our driver did not speak English or perhaps chose not to so he used a language interpreter app on his phone to communicate with us. Worked for us.

Very good service and I will use again.

by Cruising Traveler

I had used this app in Miami for the first time when I flew there from San Diego. Although the driver was not very well dressed, I was impressed by his efficiency. When I booked the second time; however, I received a text about 5 minutes prior to my scheduled pick up time that my scheduled driver was not available and a substitute could not be located. Fortunately, I was able to contact another service and get to my destination. It was a very unpleasant and unprofessional experience.