Your most common customer care questions: Part 1


Blacklane Customer Service

A team of 60 people spanning 25 nationalities is here to answer your questions and concerns. 24 hours a day, seven days a week. Not all of your questions can be answered on an FAQ page, so we wanted to share the most common questions customers ask us. It may also save you a phone call!

How can I cancel my booking?

Just log into the app or website and you can cancel immediately! We have the industry’s best cancellation policy of one hour prior to pickup time for all one-way rides.

When do I find my driver’s details?

Your driver’s details will be emailed and texted an hour before pickup.

What is included in the fare?

Your fare is all-inclusive. That means all fees, tolls, taxes and gratuities, with no mysterious add-ons after the trip or surges.

Do I ever need to pay cash?

No. You never need to pay cash. Even your tip is included in your fare.

Those are our first four. Please let us know if you still feel unsure about them – we can always let you know more in the comments section!