Horrible experience in Italy with Blacklane. I originally booked a pick up for 4 pm on 16 Jul at the Florence Airport and was quoted 507.01 UR (which included a one hour wait time). Due to a possible flight delay, I changed the pick up time to 4:30 pm and the fare increased to 677.54 EUR! We arrived on time at the Florence Airport and were picked up at 4:05 pm (within the one hour for the initial booking). Driver took us to Cortona. We booked the ride for transportation to our hotel which was the Monastero di Cortona - Hotel & Spa, Via del Salvatore, 52044 Cortona AR, Italy. Instead of taking us to our hotel, driver stopped at Piazza Garibaldi in Cortona and told us to remove our luggage and to use google maps to find the hotel (which was 1.2 miles away). We called the hotel and asked them to speak to the driver in Italian. The driver reluctantly drove us to Parcheggio piazza Mazzini (which was about 1,000 meters away from our hotel) and refused to take us to the hotel which was up a steep hill. He was driving a Mercedes E sedan and said he would not drive us to the hotel. He left us on the side of the road with four pieces of heavy luggage, with no instructions on how to get to the hotel and said to use Google maps. We called the hotel and they called a taxi for us. A larger Mercedes Sprinter Van arrived (much larger than the Blacklane car) and they transported us to the hotel. This experience was so bad that I canceled our later pickup (quoted at 301.07 EUR) and instead had the hotel arrange for car service. Same quality car (Mercedes E Sedan) for 230 EUR. I have used Blacklane several times with no issue, but never again. Over charged, Over priced, and didn't get me, my wife and luggage to the contracted location. By the way, throughout the week, we used local car services (Mercedes E Sedan) and they all were able to locate and drive to our hotel. I have plenty of photos to prove it. read more

Assured by "dispatcher" that this was a taxi. Only after driving for 10 minutes along the highway to Paris, did the French-speaking driver ask me for something. I didn't understand and he typed his question into a translation app...asking me for a tip in US dollars as "someone gave him that yesterday." He eventually called the English-speaking manager who told me that this was a metered car - NO meter was visible or turned on for me to see - and that was what I had to pay. The driver left the freeway - yes, it was morning rush hour - and went on side streets to my hotel, He deliberately stayed in the slow lane behind trucks, missing changes of lights in order to run up the meter. My total time was over 2 hours in the car for a total of almost 297 Euros, or $338 dollars! read more

Excellent service, driver was waiting for us and went out of his way to ensure we were completely sorted before leaving. Thank you!

I booked Blacklane in Edinburgh to take myself and children to the airport for an early morning departure. Our driver arrived early and made sure everything was perfect. Neil was professional and engaging and shared several recommendations for our next visit to Scotland. The car was immaculate and comfortable. We will definitely book again. read more

Professional from start to finish. Very accommodating to our needs with a 15 month old. Would definitely use again

Poor. The driver waited for an hour after the international flight and left. I have been travelling to the US since 2008 and with taxing, immigration,customs and baggage claim takes about an easy couple of hours. What world are they living in for customers to show up within an hour of flight landing. Just a huge scam. Negative reviews are real. read more

I would do 3.5 stars if allowed. I ordered a transfer service from PHL to our hotel in downtown Philly. It was my Buddy's 50th birthday and wanted a good experience for him. I requested champagne and a funny sign to surprise him when we arrived. They called the day prior to let me know champagne was not allowed. I was bummed, but understood. At least they called to let me know and ask if I still wanted the service. I kept it. I did appreciate this heads up. I received an email with vague pickup details which ended up being inaccurate. We arrived in baggage claim, phone out to video his reaction, and nobody was there. I looked around as we waited for and gathered our luggage and still saw nobody. We went out the doors indicated in the email and still found nobody. Back inside and I texted the number from the email.wthe driver was out the other door and then claimed he was at the bottom of the escalator waiting for us. He was at a different one. He did have part of the sign on his phone though...so A for effort? Nonetheless, I was disappointed we didn't get the fun surprise and had to actively search for our driver (first time that's happened for me). Otherwise, it was a nice and clean SUV and he helped with all our luggage. The driver was nice and professional and I felt safe throughout the ride. I would consider them for a second chance if others weren't available...but with tempered expectations. read more

Wonderful and professional !! Wojiek was so nice - communicated well and such a smooth drive !!

Blacklane reached out to me and are rebating the additional charge. They have assured me that they will amend their website's ambiguity regarding the price on screen that looks like the ride service charge before you submit your credit card authorization and the price that is charged after your ride (mine was almost 5x the amount) is not the same. Thank you for reviewing my file and for making changes to your website to improve customer service. read more

NEVER EVER USE THIS COMPANY. SAVE YOUR SELF . wish I could give this zero stars but fellow users you know that's not an option. Yesterday I had a flight from LAX needed to be picked up at 8:50 had the rental ready and everything. The company sends their guy an hour before, it was his first day gave him no instruction, PREPARE YOUR FUCKING EMPLOYEES YOU MORONS. so he waited there for an hour before we were even landed... we also needed a car seat for a toddler that they knew we would need and they did not provide us that. not only that but they sent a fucking SEDAN SO WE ALL COULDN'T FIT they told us it would be an HOUR until they could send us another vehicle. We waited and waited and they pretty much just told us well. You're fucking screwed. GO FIND A RIDE FOR YOUSELF you can pay for an Uber. Yeah $400!!!? fucking where are we going to find a ride ? we had this PREPARED FOR A REASON!!! then they said all we can provide is not paying for your current ride. Well, you don't pay for it until after so what the fuck are we not paying for? Had to have friends come get us. and didn't leave until 11:30 pm, we landed @8:00.... this is the worst fucking company I have ever dealt with. after they tried to really blame the employee and say it was his fault even though big man upstairs is the one in charge. You guys are the one who send the fucking drivers so it's YOUR fault. don't blame YOUR employees. and it's not surprising because you guys are a shitty company just trying to make money . so i'm sure that guy will suddenly not work there soon , right ? FIX the problem DONT BLAME. then the lady had the audacity to say well you've had six successful drives with us. so with that logic if a doctor has six successful surgeries, but one dies well the other one doesn't matter right because we've had six successful surgeries!?!!! and you guys clearly don't care because this is a problem that occurs you need to fucking PAY ATTENTION.This isn't the first time, I read a review that was identical to what just happened to us. I hope you guys get sued. i hope you have a lawsuit on your hands and I hope you fucking drown. you guys better watch your asses because you don't just get to get away with shit like this in THIS IS FUCKING UNACCEPTABLE AND NEVER USE THIS PLACE!!!!! read more

DO NOT USE THIS SERVICE!!! The car service sent an email canceling our ride at 1:30 in the morning before a 2 am pick up leaving us stranded in Monte Carlo(Ubers are not allowed in Monte Carlo). We were lucky to have checked otherwise we would have been in a far worse situation. To make matters worse, there was no solution offered and was connected to an over seas call service that refused to let us speak with a manager after failing to provide any alternative. No wonder they have not claimed this account!! read more

This service is simply a consolidator of people that own black luxury of SUVs but have not a clue what a limo service is. On two of my most recent trips they never came inside, I had to wrestle 2 bags plus my carry on, and they got lost, even using a GPS navigation app on their phone, they ignored the turn and added 30 minutes to a travel day well over 15 hours. Never again!!! read more

I would give zero stars if I could. They never notified me that my bosses reservation was never picked up by a driver and thus just left us stranded - isn't that their job to make sure drivers are assigned to reservations? No contact, no "I'm sorry, but..." - absolutely worst customer service I have ever experienced with a car service company! DO NOT USE THIS COMPANY, ESPECIALLY ALL OF YOU EA's OUT THERE!!! read more

Completely unreliable service. We reserved car service for our client and requested pick up when flight arrives as they are vip and business class. Flight arrived at 7:20 am in Munich and they were out at 7:35 am. They had to wait for the driver until 8:25 am to arrive. When they finally got in the vehicle and got on the highway driver asked if he can go of route to find gas station to fill out the gas. After 9 hrs flight and almost an hour waiting they wasted another 15 min for him to look and fill the gas. Completely unprofessional and beyond any limo standards. We reached out to Blacklane Customer service team and there agent Mark who could not make this right other than confirming that our client had waited for almost an hour where driver should be waiting for him. The company was rude, arrogant and not a business I would ever use again or reccomend. I wish I read reviews here before made my booking with this company read more

Blacklane took our booking and then canceled the day of service We woke up to find ourselves in Honfluer, FR, without a ride to meet our children in Paris Can't trust this service to fulfill their commitments! read more

This is a terrible company. They are just a broker and the app doesn't function. Therefore when you notify a driver of a delay through the app it goes into a black hole. Then you get charged to no show. Then they give you a "discount" code to rebook and the driver shows up whenever they feel like it (30 minutes after arrival in our case). It is a super expensive Uber and horrific customer service. read more

very helpful and friendly driver. arrived earl, lovely spacious, clean vehicle. very smooth drive. excellent service.

Must be familiar them for this once great company with two consecutive last minute cancellations. Deleted the app. Will use another chauffeur service after 10 years of using Blacklane read more

Unfortunately they've always been very late picking me up because the drivers must decide they dont want to have to wait so they allow their customers to wait instead. It's a premium service that is very overpriced for the sub standard they provide. read more

Fantastic service ! Would like a few day confirmation also would like contact phone numbers easier to reach! Not all of un use internet well!!!! read more

After an overnight flight to Athens, when we were so exhausted and needed to be taken care of . . . Blacklane canceled on us 1 hour before landing . . . we were on our own. read more

My name is Riad, I am a driver with a fleet of Mercedes Benz S and E class, I came over from Uber and am shocked at how there's no business, 1 ride offer in 3 weeks, they get taken by drivers with longer experience, no money, on top of that I accidentally clicked on an offer and returned it immediately now they want to charge me 100% penalty + Handling fee over 500$!!! Are they crazy?! Beware for chauffeurs. Long hiring of process, no offers, harsh punishments on top of that the app is so basic and honestly useless, this is for Americans. I live in Boston and have over 10,000 5 star rides for Uber Black and Lyft. If you're banned from Uber or have issues with other apps STAY AWAY from this one. Maybe New York might have more offers but it's a brutal company with no system or appeal process just a girl or guy sending you an email a day later and that's it it's done. I was nervous to do this review in fear of retaliation but I feel bad for other people who think this is a viable alternative or an engineering marvel. read more

Horrible experience. I booked a car a month in advance to go from Florence to Chianti for my son's wedding. One hour before the designated pickup time, they canceled my ride with no explanation. Left me totally stranded. Moreover, it is impossible to reach an actual person on any of their phone numbers. They only allow communication via chat bots that never respond. Save yourself a lot of aggravation and avoid this company at all costs read more

DO NOT rely on this car service! Blacklane requests your flight information to presumably verify your flight status and landing time. My flight was delayed an hour and their policy states they will only wait an hour. Never called or texted, just sent an email saying the driver waited an hour and then left. Of course they FULLY charged me for the pickup that never happened! read more

Do NOT use Blacklane. They cancelled our reservation for our van at the very last moment. We were traveling from Venice to Milan by train and needed a van and driver to pick us up from Milan Railways Station and take us and all of our luggage to Bellagio, Italy. We were on the train en route to Milan when I got an email to say they cancelled our trip. OMG!!! What a shock and what stress. We had to try to find alternate transportation on a Sunday afternoon, in Northern Italy, from Milan to Bellagio. I would NEVER use Blacklane again. We used another car company during the remainder of our trip who were fabulous. Bottom line is, this company is UNRELIABLE and from the other reviews I'm reading now, our experience was one of many bad experiences. You can't just hail a cab when there a 4 people with 10 pieces of luggage and you are doing a long haul between cities. You need a company you can trust in a foreign country. This company isn't it. read more

The worst car service I have ever used. They are scammers in every sense of the word, bad customer service, over charges, no manager, no help when things go wrong. I wish I could give ZERO stars. read more

very unprofessional. I ordered a car for our client about 1 week in advance and got confirmation that I am all set. Got a call 8 hours prior to scheduled pick up that they need to cancel the reservation as they do not have a driver for us. I had to find another last minute ride. read more

Terrible experience. One star is too much! They stiffed on my resy that was made three weeks prior, blaming things out of their control. Mind you, they had my money. And, do we book a premium car service because we want unpredictability.?!! This shoved me into a taxi line where we were more than 150 taxis behind. 50 minutes later..... Book at your own risks. These folks are premium amateurs.. some would say hucksters. They will never see me again. read more

I really wish I read these yelp reviews before booking... I booked your service recently on behalf of a Doctor who I support and I booked it for 2 hours. I entered in at the time of booking the to and from locations for the ride (which was only an hour and 15 minutes), and received the total. Great. Upon picking up my guest, the driver indicated that because of the DISTANCE to the location was further than 40km, there would be a surcharge. My guest was not aware of the original price, but was also stuck at the airport at 1am so of course had to agree to the surcharge. There was a surcharge of $160 after the ride, which was more than half the original amount. I called and spoke to representatives from your company over 3 times in order to resolve this issue. Please update your user interface to either select by the DURATION OR DISTANCE, NOT BOTH. If I select 2 hours (which INCLUDES 40KM), a ride of about an hour and 15 minutes should definitely be covered. If I would be incurring a surcharge for rides more than 40km, then it should definitely be stated on my receipt, which it did not. This deceives customers as well initially upon booking. I will never use Blacklane again, nor will I recommend this shuttle service. read more

Ideally want to leave a zero star review. My car got totaled 180 miles from home and using Blacklane was going to be my only way to get home. They called me less than 3 hours ahead of my scheduled pick up time to tell me that none of their drivers want to make a drive that's that far of a distance for a company that is advertising themselves as an alternative to plane transport it's extremely ridiculous that not wanting to drive this distance is even an option. read more

Blacklane failed to provide a driver & I incurred $1000+ costs to find another driver. I was a solo female traveler in Italy and booked a Blacklane driver for a ride from SMN Florence train station to Monticchiello. I booked this reservation months prior. No driver was at the station as scheduled. I called Blacklane to check on status. Blacklane sent me an email 15 minutes prior to pickup time advising me that they were unable to find a driver. I had to book a hotel for the night while American Express Travel and I both searched for a driver. I found one for the next day at twice the 200 EU Blacklane cost. I had to pay for a night's hotel, driver cost to do the drive Blacklane failed a day later, and driver cost for my no-show on May 28 for our wine tasting reservation totaling $1000+. Blacklane refuses to reimburse me for those additional costs incurred as a result of their failure to provide a driver. DO NOT USE THIS COMPANY. I would recommend daytrip.com. Especially for single females travelling abroad. read more

Do not book. Cancel rides. Don't show up but will still charge you. Charged me over 200 dollars for a ride I never received. I was stranded and had to pay Uber black. Please use them instead because Blacklane is a pure scam. Scam scam scam! read more

Worst car service ever. First, we had to hunt down our driver after we arrived at LAX. The driver was a good 20 feet away in a corner as opposed to all of the other drivers who were waiting right by the baggage claim exit. He started off surly and unpleasant and then he refused to drive us home because we had 2 bags and 2 carry ons and he said he could only fit one large bag and one small bag in his trunk and that company policy did not allow him to have any bags inside the car. He left us stranded at the airport and Blacklane had the gall to charge us for the non-existent service. It is important to note that we had ordered the same type of car to take us to the airport at the beginning of our trip and had the exact same bags with no issue and no discussion. Our friends who took a different flight home had 3 bags and 2 carry ons and their Blacklane driver put one of the bags on the back seat without any discussion so it's a completely inconsistent policy. We are so upset with them and now have to go and dispute the charges. read more

I booked a car to take me back to SeaTac, which I know to be a problem since the trip from my my home is about a 2 hour drive. I booked on April 10 for a trip on April 16. Admittedly, I changed the pick up time on April 13, but trip was confirmed via email. On the day of departure, about 3 1/2 hours before scheduled/confirmed pick up time, I received a call from "Leo" telling me that none of their "partners" were available. He said he'd call back in 5-10 minutes to reschedule, but only upon my agreement to pay $450 instead of the agreed rate of $260. He didn't call back until 30 minutes later, and then only confirmed that he was not able to find a driver for me. I had to arrange for a taxi to a local ferry into Seattle and then Uber from there to the airport. This was all a truly miserable experience from a customer service perspective. Don't use this company. read more

This business should not be operating in New Orleans. I booked transportation for 5 people weeks before a Mardi Gras ball. It was confirmed and paid for. The day of the event, I received an email confirmation with the name of the driver. An hour before the pick up, I received a confirmatory text. Ten minutes before the driver was to arrive, the business called (from New York) saying that the driver could not get to my home because of parades. I knew this was false because any experienced driver in New Orleans would know there were many ways to get to my home, and would have planned their route earlier in the day. There were no parades within miles of the house. It was too late to get any other transportation. I had to drive us, which was an absolute nightmare because of the traffic at the venue and access to parking. Yes, my money was refunded, but that really was not sufficient for the unnecessary stress and drama caused in addition to then having to pay for parking. Never again. read more

This company is unreliable and deceitful. I reserved a car 3 days in advance to pick up my family from LAX after a 12 hour flight. I was in touch with the driver and texting him updates about their arrival through immigration. The driver walked off the job just as my family was walking through immigration with no explanation, and the company then charged me $207.04 for nothing. Customer service is non-existent. Do not waste your time with this company. read more

they cancelled an airport pick-up 17 minutes before it was supposed to arrive. not great. it took over an hour to get a different ride and this was at 10pm after an 8 hour flight. no apology and no explanation. just a weird boilerplate email. read more

I booked a car service for a ride and I tried to cancel the day before right on the 24 hour mark but no one answered the phone. They already charged me 500.00 for my ride. They would not refund me because I got the day wrong. It was 24 hours on the dot. They took my 500.00 and basically treated me horribly by telling me I was "wrong" by some chat on their website (they didn't answer their phone) Do NOT use this company. So awful. Just get an Uber instead. read more

Horrible experience - they called at 11:30 pm to cancel our 5:40 am pick up to the airport and left us hanging!

We had a scheduled airport pickup for our return trip home. After being notified that our initial flight was cancelled, we had to rebook our flight with a different airline. We subsequently went online to update our airline flight & gate information. In the interest of full disclosure, we also moved the time up by 15 minutes. After updating the information, we noticed that the cost increased by ~ 30% (yes, that is not a typo). When we contacted the company, we were told that the change in time prompted a change in driver, who charged more for the same pickup. In my opinion, that translates into nothing more than a load of crap. We had historically used Uber (as well as numerous other limo companies) for our airport transportation & have often modified the times based on uncontrollable changes in flights. The price NEVER changed. The driver that picked us up said he lived nearby so I'm pretty sure the same driver was scheduled, regardless of the minimal change in time. The price should be standard based on distance & not change based on a 15 minute (I repeat, 15 minute, not an hour) time change. This was the first & without question the LAST time we will ever use Blacklane. I don't like being taken advantage of & would rather have the comfort that the cost originally quoted is honored. Caveat emptor! read more