Tyler Smith

Review of Blacklane GmbH

Notice how most of the Google reviews are 2 or 3 g...

Notice how most of the Google reviews are 2 or 3 generic lines from users with only one review? Read the reviews on Trip Advisor. Black Lane is a below average taxi company out to screw you out your money while masquerading as an upscale service.

I scheduled a pickup for August 19th because I was arriving from Vienna with my three cats in tow, and Black Lane advertises themselves as a high-end, service-oriented company. I didn't mind paying a little (a lot) more if I could expect an immediate ride, help with all of my luggage, etc. So I provided my flight number since they advertise flight tracking. For this reason, I didn't think the timing of the pickup would be that important. Well, my flight was delayed, the plane taxied on the runway forever, and customs was severely backed up. However, I texted the driver several times from the runway. After getting no response, I texted, "Hi?" The driver replied simply "hello." I texted again when I was in the line at customs and told him it would only be a few minutes. He replied "ok." Those were the only two communications I received from this surly, unprofessional driver. I finally made it out of customs, put my cats on a cart, and came out of the secure area. That very moment, I got a notification that the driver had left. Despite being in touch with me and knowing I was coming, the driver left at the first possible second. I emailed Black Lane and asked for a refund, and they told me my ride was still "fully chargeable" for $135. Keep in mind, this is for a ten minute ride which cost me $15 in a taxi. I would have paid more for the delay. I would have accepted a partial refund. But not only did they charge me full price, the agent was rude and condescending with her suggestion to "allow more of a cushion next time" and her weak explanation that they have to "compensate their driver for his time." I asked if they pay their drivers 135 dollars per hour. "I'm not at liberty to discuss that."