How can we help you?

Please include the details of the animal and the number of passengers in the “Special requests" field when booking. Transporting animals with Blacklane without including the details in your booking could lead to additional charges. Our partners reserve the right to refuse the carriage of an animal which was not agreed to and not added to the Special Requests field prior to the service. This also applies to animals which are not contained in a suitable closed transport box. The only exception is service animals, for which we would kindly ask you to provide details in the Special Requests field and also be prepared to provide documentation to the chauffeur if needed.
To ensure cleanliness and air quality for all our guests, smoking is not permitted in Blacklane vehicles. This includes cigarettes, e-cigarettes, cigars, and any other tobacco or non-tobacco products consumed via smoking. Violating this policy can result in additional charges.
You can see the maximum luggage capacity of each vehicle class when booking, next to the bag symbol. You will also see the amount of people that each vehicle class can carry.
Cleanliness of the vehicles is an important part of our service, so we discourage the consumption of food during rides. Alcoholic drinks are only allowed to be consumed in the car with prior consent, and if in agreement with local laws. If a guest becomes too intoxicated, the chauffeur may ask the guest to refrain from drinking, and if it is compromising safety, they may stop the ride. If the vehicle requires cleaning due to spilled food or drinks, there may be an additional charge. All vehicles have bottled water on-board to provide you with a refreshing drink, which is of course free of charge.
The maximum luggage allowance shown for each booking is based on safety, so we do not recommend exceeding this limit. If you are traveling with more luggage than the allowance, ensure you book enough vehicles to be able to transport all your belongings without going over the maximum capacity. Chauffeurs retain the right to refuse service based on the amount of additional luggage, and excess baggage may also result in additional charges.
The maximum for each service class is displayed during the booking process. Business Class and First Class rides can accommodate 2 people and 2 items of luggage, and Business Van rides can accommodate 4 people and 5 items of luggage. These numbers are not absolute as they are based on average luggage sizes. As safety is our highest priority, chauffeurs may decline service if the amount of guests or luggage would make the ride unsafe.
For a standard pickup (i.e. from a hotel or home address), your chauffeur will wait for 30 minutes before leaving the pickup point. The first 15 minutes are complimentary, and you will only be charged for the remaining 15 minutes. If you know ahead of time you may be delayed, we recommend reaching out to us via chat so that we can find a workaround for you. Airport and train station pickups come with one hour of complimentary wait time before the chauffeur will leave the pickup location. By providing your flight or train number when booking, your chauffeur will be able to track your arrival time and adjust your pickup time for any delays and early arrivals (where possible). If there is a very long delay and the chauffeur is unable to wait, we will contact you to work out an alternative solution.
We are happy to accommodate guests with assistive devices. Just tell us about your assistive device in the Special requests”/“Notes for the chauffeur” box when booking. Be sure to include its size, especially for larger devices like foldable wheelchairs, so the chauffeur can make sure it will fit in the trunk of the vehicle.
in all places only black vehicles are used.
Some vehicles offer Wi-Fi connectivity, but this is not yet a fleet-wide feature. We are currently in the process of implementing easy internet access across our entire fleet. If this is an important aspect of your ride you can request it in the “Special Requests” field, but please note that internet access cannot be guaranteed.
All chauffeurs speak English as well as the local language of the country they conduct rides in.