Roger Gragert

Review of Blacklane GmbH

For our 25th wedding anniversary I took my wife to...

For our 25th wedding anniversary I took my wife to London for a very special trip. I did a lot of research and decided to use Blacklane for our transfer service. Excited to surprise her having a driver waiting for us at the airport and travel to our hotel in a nice car. I went through the online process and entered all the required information including our projected arrival time and flight number as requested. So our plane arrived about few minutes earlier than our 7:25 arrival time and then we had to go through customs. Customs was very busy. I got a message at 7:11 am stating our driver had arrived. At 7:52 I received a call from Blacklane asking for an update from our driver. I explained that we were still in the customs line and would probably be there another 20 minutes at least. At 8:15 I received another call stating that our driver had to leave and that his hour was up. I was not happy and explained to the lady on the phone that we were scheduled to land at 7:25. She said yes but your flight was early and the driver had to go. We did get through customs by 8:25 which is what time our driver should have waited. Instead, we were left stranded at the airport. I had paid for this service in advance as well. Nowhere on the online site is there a place to request a pick-up time. They just ask for your arrival time and flight number. People coming in from outside the country have to go through customs and pick up their luggage. You would think there could be a built in time for that. I will never book through this company again. Ruined the whole beginning of our trip. Beware!!!!!!!!!! I am so happy I did not request a return trip from them!