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.

  • What if my flight or train is delayed?

    For airport and train-station pickups, your driver will wait for 60 minutes free of charge. We understand that there may be issues beyond your control which could lead to unexpected delays. By providing your flight, train, or cruise details upon booking, your driver is able to track your actual arrival time and will adjust your pickup time accordingly. If the delay is very long, the driver may not be able to wait. In this case we will always try to contact you to work out an alternative solution.

  • What is Blacklane’s cancellation policy?

    a) TRANSFER (ONE-WAY) BOOKING (from point A to point B): Cancellations are free of charge up to 60 minutes before one-way rides, or as long as the driver has not yet left for the pickup location. In all other cases, the full ride price will be charged.

    b) HOURLY BOOKINGS: Cancellation is free of charge if made at least 24 hours ahead of the scheduled pickup time. If a cancellation is made with less than 24 hours’ notice but more that 60 minutes remains between cancellation and pickup, only 50% of the booking price will be charged — provided the driver has not yet left for the pickup location. If a cancellation is made with less than 60 minutes’ notice, the full ride price will be charged.

  • I forgot to add a voucher.

    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.

  • Are the prices shown per person or per vehicle?

    The prices shown are always per vehicle and include all taxes, gratuities, and fees. The number of passengers and bags which can comfortably fit in each vehicle is shown under each car class, but this makes no difference to the price.

  • I need to make a change to 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.

  • 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 an 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.

  • 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.

  • How can I add a stopover to my one-way booking?

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

  • Can I make special requests in my booking, such as champagne/flowers/chocolates?

    Blacklane may not be able to fulfill all special requests. If you would like to find out whether it is possible for us to fulfill your special request, please fill out the form at the bottom of the page before booking. Please note: making special requests in the ‘Note for the driver’ box when booking without speaking to us in advance may lead to your ride not being accepted if the requests cannot be met.

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