Blacklane
Reviews and Complaints

We have used Blacklane a number of times over the past few years, especially for rides to and from the airport. For the most part, things have gone well enough that I never felt the need to share a review and often recommend them to other people. Until now.

We booked the service for pick up on a Sunday at 6 am to take us to the airport. We generally get a notification around 10-15 minutes early that the car is there. This time, however, there was no notification but we received the name and number of the driver, so we called him.

He was still asleep. When someone answers a call when they are asleep you can tell. He literally said to us, "I just need to get dressed and I can be out the door in a like 10-15 minutes." We told him that our pick-up time was 6 am and it was 5:55 am. He said, "I can be to you in like 8-10 minutes. I'm in Niles." Niles is at least 15 minutes from our house (At that time it was 17 minutes) and can you dress and drive 15 minutes in 8-10 minutes? That would be impressive, but would still make you late. Which would make us late. That's why we booked the service for 6 am and not 6:30 am.

We canceled our ride and ordered a Lyft (which was the opposite of what we wanted to do and why we ordered the service to begin with). Today we contacted Blacklane for a refund because they charged us even though they didn't do anything. We were told they could only refund 60% because we canceled within the hour of pick up. We did. We did cancel because your driver was still in bed and if we waited for him, we'd miss our flight. But yes, next time we'll wait for your guy to get out of bed and drive to us when he feels like it. The audacity of this company to then tell us that the driver was in front of our house at 5:54 am and we weren't there - I don't even know what to say. They then told us they would not refund anything because our driver was in front of the house when we canceled. WHY would we cancel if they were in front of our house? Why would I pay for a Lyft if we were already going to be charged by Blacklane? Someone, please help me make sense of this.

Your driver is a liar and the fact that you are refusing to take any accountability for this mess is just mind-blowing. The response should have been, we are so sorry that our driver did not arrive at the scheduled time. We will provide a full refund and thank you so much for being a loyal customer. I see you have another scheduled ride next weekend, we'll see you then.

But it wasn't.