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.

  • 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.

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

    If you have forgotten to add a voucher, you can call the Customer Care team and they will be able to add your voucher. Please note you will not be able to add a voucher to a ride that has already taken place and been paid for.

  • 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 rides that are already booked. Newly added credit cards will only be used for new bookings. If you have booked upcoming rides with a credit card that you have removed and you would like to transfer these bookings to a new credit card that you have added, please cancel and rebook your ride with the correct credit card. We currently allow two credit cards per private account.

  • 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 make changes to my booking?

    You can change the car class, pickup date, time and location, dropoff location, and additional information. Log in to your Blacklane account on the website, click on RIDES at the top of the page and select the ride that you would like to make changes to. You will then see a page with the details of your ride, you can make changes to your ride on this page. To make changes to your ride in the app, select your next upcoming ride from the home screen or select RIDES to choose from any one of your upcoming rides. Once you’ve selected a ride, you will see a screen with the ride details and can then make changes to them. For one-way rides you can make changes up to one hour before the pickup time and for hourly rides you can make changes up to 24 hours before the pickup time.

  • 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.

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

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