Get In Touch

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.

Your Ride


How long will the driver wait for me?

For a standard pickup (i.e. from a hotel or home address), your driver will always 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 realize that you may be delayed, we recommend calling us so that we can find a workaround for you. For airport and train station pickups, you have a complimentary wait time of 60 minutes. 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.

How will I recognize my driver at the airport?

For airport pickups, your Blacklane driver will be waiting for you at the exit after baggage claim with a personalized pickup sign. For airport pickups where this is not possible, the meeting point can be found in the email containing your booking confirmation.


What is included in an hourly booking?

Hourly bookings include 20 km per hour. The total distance included for your ride is displayed on the booking screen. For an additional cost, and depending on the driver’s availability, it is possible to extend the number of hours or distance.

What is MATO’s cancellation policy?

For transfer/one-way bookings, 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. 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 apps or website.

How do I make changes to my booking?

You can change the car class, date, time and location of pickup, dropoff location, and additional information. To make changes 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, where you can make changes. To make changes to your ride in one of our apps, 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.


Can I book a ride for someone else?

Yes! During the booking process, please provide the name, email address, and mobile number of the person you are booking for to ensure that the passenger also gets the email and text message notifications on the day of the ride. If you want to make it a surprise booking, and decide to not add the contact details of the passenger, please make sure the person is at the right place at the right time, as without their contact information we can’t reach them if there’s a missed connection.




What factors influence the price?

The price of a ride is determined by the distance or duration, depending on whether a one-way or hourly ride is booked. Additional factors that influence the price are the pickup time, the meet and greet (available at most airports), and how far in advance the ride was booked. All additional factors are listed alongside the price. We regularly review our prices in all business districts to ensure we remain competitive.

When will I receive my invoice?

Your invoice will be sent to you via email approximately 48 hours after your ride has taken place. All of your invoices can also be found and downloaded under RIDES in your Blacklane account.

Where do I find the prices?

To find out the fare for a ride, fill out the booking form with your pickup and dropoff address, date, and time. Once you have submitted your info, you will see the car classes that we provide in your selected city, as well as the price. Prices shown are per vehicle and include all taxes, gratuities, and fees.

What should I do if I was charged an incorrect amount?

We will look into this immediately. Please contact us via the form at the bottom of the page or call our Customer Care team by using one of the numbers listed below and provide us with your booking number and the amount that was charged.

Which payment options are available? Can I pay with cash?

Blacklane accepts Visa, Mastercard, American Express, Discover, JCB, and Diner’s Club cards. We require a valid credit card to place a booking. Your credit card information is stored securely with the Payment Service Provider according to industry standards (PCI-DSS compliance). Blacklane only receives a reference to the credit card, and has no access to detailed information such as the full credit card number or CVC/CVV. Blacklane does not make use of cash payments and our rates already include any taxes, tolls, fees, and driver gratuities. For corporate customers, please contact for additional payment methods.


Can I update my credit card information by phone or email?

For security reasons, and to protect your credit card details, we do not accept credit card information over the phone or by email. To update your credit card information, please log in to your Blacklane account on the web or with the app. Click on your name and select PROFILE from the drop-down menu. Click on PAYMENT to add, change or remove your credit cards.

  • 1324 Sofia,Bulgaria
  • +359878161675