What can we do for you?

Below you will find answers to some of our most Frequently Asked Questions. Simply choose from the categories below to quickly find an answer. If you still can’t find what you are looking for, a contact form will appear once you select a category.

  • How do I add extra stops to my one-way booking?

    It is not possible to add extra stops to a one-way booking. If you wish to make one or more stopovers during your ride, we recommend an hourly ride booking. Please list the stops that you would like to make in the ‘Note for the driver’ box.

  • What should I do if I forget to add a voucher code?

    Once you are logged into your Blacklane account, click on RIDES at the top of the page. Select the booking you would like to add the voucher to and click EDIT. You can now fill in your voucher code.

  • When is my ride charged to my credit card?

    Your credit card is only charged 24 to 48 hours after the ride has taken place. Once you have made your booking, we reserve the funds on your credit card with a pre-authorization. Your card is not charged at this point in time. This common practice is also used by hotels and rental car companies. If you make a free cancellation, the authorization will be automatically reversed and your credit card will not be charged.

  • Are the prices shown per person or per vehicle?

    The prices shown are always per vehicle and include all taxes, gratuities, and fees. The maximum number of passengers and bags, which can comfortably fit in each vehicle is shown under each car class. The number of passengers does not affect the price.

  • What should I do if I forget to add my flight number?

    Log in to your Blacklane account and click on RIDES at the top of the page. Select the booking you would like to add a flight number to and click EDIT. You can now add or edit your flight number.

  • How do I edit my booking?

    To make a change to your booking please contact Customer Care through either the Contact Form or one of the phone numbers listed below. Customer Care will edit your booking.

  • How do I change my credit card?

    Log in to your Blacklane account, then click on your name and select PROFILE from the drop-down menu. Under PAYMENT you can add or delete your credit cards. Adding a new card will not affect already-booked rides. Newly added credit cards will only be used for new bookings. We currently allow two credit cards per private account.

  • What is Blacklane’s cancellation policy?

    a) TRANSFER (ONE-WAY) BOOKING (from point A to point B): For transfer services, cancellation is free of charge if there is more than one hour left before the agreed pickup time. If there is one hour or less before the agreed pickup time, the total price must be paid. A cancellation can only be done by using the cancel feature in our App or Website.

    b) HOURLY BOOKINGS: For hourly bookings, cancellation is free of charge if there are more than 24 hours left before the agreed pickup time. If there are 24 hours or less before the agreed pickup time, the total price must be paid. A cancellation can only be done by using the cancel feature in our App or Website.

  • What if my flight or train is delayed?

    For airport and train station pickups, you have a complimentary wait time of 60 minutes. We understand that there may be issues beyond your control that could lead to unexpected delays. By providing your flight or train details upon booking, your driver is able to track your arrival time and will adjust your pickup time accordingly. If there is a very long delay and the driver is not able to wait, we will contact you to work out an alternative solution.

Contact Form

So that we can help you quickly and effectively, please provide us with as many details as possible.

Is your request in regards to an existing booking or invoice?

Or call us

  • US +1 415 429 1027
  • UK +44 20 3318 5249
  • DE +49 30 2016 3020
  • CA +1 438 800 1127