I booked Blacklane 3 months in advance for a trip to Mexico. They were supposed to take me from Mexico City airport to Cuernavaca. We started off ok until the driver asked me if I would pay the toll for him because he forgot his toll pass. I told him I didn't have cash, only cards. He had to pull off the side of the road and spent 30 minutes arguing with the toll operators who finally let him pay with his card. After that delay, he drove me to the wrong hotel. Luckily I noticed it and chased him down to make him drive me to the correct one. Then, on the day for pickup later in the week, I received a cancellation 1 hour prior to pickup. I was now stuck in Cuernavaca 3 hrs from the airport with no transport. Local taxis wouldn't take me because they didn't want to pay the toll. The hotel front desk associate offered to have his friend take me for a price and that his friend would take me to the bank to withdraw money for him. As sketchy as that sounded I declined. Lucky for me I was able to find a work colleague in that area who was able to take time away from her day to drive me. This could have been a very bad situation for me. Not only did they abandon a pre-arranged booking, they also created a potential security and safety risk for me. This is not okay and not professional. I called Blacklane corporate and left a complaint, they said it was the third party drivers that were causing problems not them. At least they refunded my money.

They canceled my trip without even notifying me and left me in the middle of absolutely no where Florida. It was terrifying. They did nothing to help or to compensate me.