Sarcastic, smug and unhelpful – Blacklane - Chauffeur Service Review

My girlfriend booked a driver to pick us up from Heathrow to take us into London. The driver was waiting but said he couldn’t get our bags in his car as he wasn’t insured. Apparently you can’t also put bags on seats in the UK. The perfectly polite driver called his supervisor Chris to see what we could do. Chris suggested that one of us got a taxi and the other used the car because we were going to have to pay for it anyway. Aside that being a bizarre solution he reminded us that when we booked the car it did say in the small print that we could only have a certain number of bags, something that seems again very odd considering we had 3 suitcases and were at an airport. At the very least it should be more obvious when booking that this would be an issue. I asked Chris if this had happened before and he said yes, so I asked why it wasn’t something they had figured out how to fix but he just reiterated that we hadn’t read the small print and we’re going to have to pay anyway. No suggestion of a new car replacement, no apologies, no attempt to fix the situation. We left our driver and got a black cab (with obviously no issues with our bags), but as we were leaving Chris called us back, not to help but just to confirm we had actually left the airport. He then also confirmed we were still going to pay regardless, at this point my girlfriend started crying, you know, 10hrs on a plane and then setting fire to $60 plus getting a callback for literally no other reason than to seemingly mock us will do that to people. Thanks for that Chris, super helpful. Blacklane took the money anyway, $60 for their tardy service which we couldn’t actually use. Throwing in the sarcastic supervisor who basically blames the customer while showing no signs of actual customer support was a great touch. Well done.
Review by Smetham on Blacklane - Chauffeur Service.

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