FAQ
Pickup
Will I receive a confirmation of my ride's date and time?
Directly after your booking we will send you a confirmation of receipt with the latest time we will send you a binding confirmation or decline of your requested ride. As soon as your driver is on the way to the pickup location we send you an e-mail with the name and telephone number of your driver. We send you another e-mail when your driver has arrived at the pickup location.
How can my chauffeur find me at the train station or at the airport?
Your Blacklane chauffeur will wait for you at your gate or train platform with a pickup sign which can display e.g. your name or the logo of your company. For train stations we will suggest one or more meeting points during the booking process which you can choose from.
If you want to be picked up at the airport or at the train station, we will track the status of your flight or train. Even if your flight or train is delayed, your chauffeur will be waiting for you at your gate or platform to pick you up.
How can my chauffeur find me at my hotel?
Your Blacklane chauffeur will wait for you in the lobby of your hotel with a pickup sign. If you prefer to be picked up at a different place or without a pickup sign, please let us know by noting this under “further options” in the booking form.
Booking
How far in advance do I need to book my ride?
At the moment we need a minimum of an hour before you want to start your ride. We're working on decreasing this even more.
Which services are included in the booked ride?
Business Class- Pickup with a name plate at the desired meeting point
- Guaranteed individual transfer
- No lengthy waits for the passenger
- 1-3 persons
- 1-2 pieces of luggage
- Pickup with a name plate at the desired meeting point
- Guaranteed individual transfer
- No lengthy waits for the passenger
- 1-5 persons
- 1-5 pieces of luggage
- Pickup with a name plate at the desired meeting point
- Guaranteed individual transfer
- No lengthy waits for the passenger
- 1-3 persons
- 1-2 pieces of luggage
A free upgrade from the vehicle category „Business Class“ to either the vehicle category „Business Van“ or „First Class“ is possible at all times (also without prior notice).
How many persons fit into the vehicles?
The three different vehicle categories provide varying passenger capacities: the Business and First Class for 1-3 persons and the Business Van for 1-5 persons. The number of passengers may vary and depends on stature and sense of comfort of the passengers as well as the amount of luggage. In particular the accepted amount of passengers for the Business Vans may vary between 5 and 8 people, depending on size and equipment of the vehicle. Hence, the specification of the maximum number of passengers is not binding. The chauffeur has the right not to accept passengers due to space and safety conditions.
Does Blacklane provide child restraint devices, and how can these be booked?
The need for child restraint devices has to be entered in the „additional comments“ field within the booking process by indicating the age and the number of children/child restraint devices. Rides with children up to the age of 12, who are shorter than 150 cm (legal provisions status 2012) kann only be carried out if child restraint devices are used. If the required indications concerning the child restraint devices are not provided in the booking form, the ride may not be carried out. Nevertheless, the full fare for the ride will be charged.
Why does Blacklane need my personal information?
In order to process your booking, we require some personal data from you. If this is your first booking with Blacklane, we will need your name, address, mobile number and e-mail address, and a password for your MyBlacklane access. For all subsequent bookings, you don't need to enter this information again. Your booking is SSL-encrypted, which provides secure data transmission between your web browser and our booking system.
When will I receive a booking confirmation and how do I know that my chauffeur is on the way?
Within 12 hours after your booking, or within one hour in the case of shorter pre-bookings, you will receive a binding booking confirmation. As soon as your chauffeur is on the way to the pickup location and also when he arrives there, you will receive an e-mail notification with the name and telephone number of the chauffeur.
What additional costs should I expect?
Blacklane provides a fixed price including taxes, fees and tips for all rides. There are no surcharges for waiting times under 15 minutes.
Please note that delays incurred by passengers of over 15 minutes will be charged with €0.89 per minute incl. 19% VAT. This does not apply to flight or train delays.
There are no surcharges for changes made to the booking before 24h before departure. The possibility of making changes within 24 hours before departure cannot be guaranteed.
Prices may vary between outward and return rides because the route may be different, e.g. due to one-way streets or construction sites.
All prices shown on this website already include the currently valid VAT of 19%.
Which cancellation policies apply and how can I cancel a ride?
You may cancel your ride through your personal MyBlacklane account. To do this, please log in to the account with your personal access data and press the cancellation button of the according ride in your logbook.
If your driver is not yet on the way to the pickup location (you will receive a notification upon departure of the driver) and if the ride is within more than an hour of the cancellation, we will not charge a cancellation or re-booking fee. A re-booking is always treated as a new booking, which means that the re-booking is considered a binding booking request of the user, which is followed by a binding confirmation by Blacklane to complete the contract conclusion. A re-booking at short notice cannot be guaranteed by Blacklane. In case of a spontaneous change of the original route the effective route will be calculated anew as in a new booking. If the route is shorter than the original route, the original price will be charged.
If the driver is already on the way to the pickup location however, or if less than an hour remains until the start of the ride, the full amount of the ride will be charged. No-shows without cancellation will also be charged fully. A ride is considered as not commenced if the passenger does not appear at the agreed pickup location within 30 minutes of the indicated pickup time, unless the delay is beyond the passengers control (such as flight delays or train delays) or the chauffeur and the passenger have agreed to a different pickup time by phone.
In case of cancellation by Blacklane, the total amount already paid will be refunded. A claim for damages or additional claims are excluded.
Payment and invoicing
What payment options do I have?
You can comfortably and safely complete your booking with your credit card. Major customers can also be provided with monthly invoices. In case of credit card payment we provide a digital invoice in PDF-format in the logbook of your personal MyBlacklane account within 24-48 hours after departure. In addition, you will receive an e-mail notification.
Are tips included in the price?
The binding fixed price displayed during the booking process includes tips, taxes, fees or further charges. There is no need to carry cash.
What do I need to keep in mind when paying with credit card?
You can conveniently pay by credit card for all bookings made with Blacklane. Your credit card information is requested only for your first booking. Your credit card information is protected from unauthorized access and will not be stored at Blacklane. Blacklane engages a certified payment provider, whose systems meet the highest safety standards, such as the PCI DSS standard (Payment Card Industry Data Security Standard).
All subsequent bookings revert to the saved payment information.
After the ride your credit card will be charged with the corresponding amount