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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
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
Company replied
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Easy to book; great professionals
Easy to book and the drivers are so professional. Great cars, great communication.
10 July 2026
Unprompted review
Reply from Blacklane
Dear Valued Guest,
Many thanks for your feedback. It's genuinely rewarding to hear that booking felt effortless, that our chauffeurs came across as true professionals, and that the vehicles and communication all lived up to what you were hoping for.
Comments like this give our whole team a real lift and we'll be ready whenever your next journey calls for us.
With thanks,
Jacob
DO NOT TRUST THIS COMPANY
DO NOT TRUST THIS COMPANY - Left Family Stranded & Stole €500On June 8, my sister-in-law hired Blacklane to transport four of us (including two minor children) from Munich Airport to Salzburg, Austria, following an 11-hour flight.Our driver, Eduardo, was in constant communication and assured us he was waiting while we faced long delays at Munich Border Control. The moment we cleared customs, we received a call from Blacklane’s New York customer service stating that Eduardo had abandoned our booking to pick up another client, and that no replacement drivers were available.Blacklane made zero effort to resolve the situation, actively leaving a family with young children stranded in a foreign country after a 13-hour travel day. To make this nightmare worse, they charged my sister-in-law €500 for a service THEY cancelled. They have zero integrity, zero safety standards for families, and are completely untrustworthy. Avoid them at all costs.
8 June 2026
Unprompted review
Reply from Blacklane
Dear Ms. Hanks,
Thank you for taking the time to share what regretfully went wrong during your family's arrival into Munich — following yours and your sister-in-law's feedback, the weight of what happened to your group is very much on our minds. Landing after 11 hours in the air with two young grandchildren, staying in direct contact with Eduardo throughout, then being told he had accommodated another guest is not the premium experience you were entrusting us to provide.
We have advised your sister-in-law to contact us as the person placing this booking. We would be glad to investigate the matter in full. We look forward to hearing from her.
Best wishes,
Chloe
As we have provided in previous…
As we have provided in previous feedback when the transfer is just for a couple being my wife and I would like a sedan not a van please?
9 July 2026
Unprompted review
Reply from Blacklane
Dear Roy,
Thanks so much for coming back to share this feedback with us and we're sorry it has happened. We completely understand that when it's just the two of you traveling, a sedan feels far more fitting than a van and we appreciate you flagging this preference so clearly.
Please reach out to us at guestrelations@blacklane.com so we can look into your booking and make sure your vehicle preference is noted for future rides. We'd love the chance to get this right for you and your wife on your next journey with us.
With thanks,
Jacob
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.