BookinglaneReviews of bookinglane.com

Response from BookinglaneSep 17, 2026

Dear Beverly, Thank you for this feedback, and please accept our sincere apologies. A difficult-to-find chauffeur and a guest carrying their own luggage are both failures of our meet-and-greet standard, not minor inconveniences. We are investigating this trip and will take the necessary action regarding the chauffeur assigned, as well as reinforcing our requirements on signage, vehicle positioning, and luggage assistance across the team. Please call us at +1 415-384-5039 with your reservation number so we can address this with you personally. Sincerely, Bookinglane

Response from BookinglaneAug 27, 2026

Helen, we want to correct the record for anyone reading this. Bookinglane does not enter trip dates on a client's behalf — this reservations are created by clients through our booking platform. The date, time, and itinerary were selected at booking and confirmed by our clients at checkout, where accuracy and completeness of the trip details are acknowledged before the reservation is submitted. We then sent a confirmation email and a link to the full trip details, which remained editable up until the date of service. Our records do not show a cancellation received by our booking office. Best regards, Bookinglane

Response from BookinglaneJun 12, 2026

Thank you for your feedback. We'd like to share some context that we believe is important in this case. This reservation was booked as a sedan — a vehicle class that is not compatible with non-foldable wheelchairs due to trunk size limitations. At the time of booking, the only note provided was "wheelchair," with no mention of the chair type or dimensions. Had we known the wheelchair was non-foldable, an SUV or larger vehicle would have been recommended and arranged from the start. Despite this, our team responded immediately once the incompatibility was discovered on-site. We arranged a complimentary SUV upgrade and ensured your client was transported for both transfers without abandoning the booking. We genuinely regret the inconvenience and delay this caused. We are using this experience to improve how we collect accessibility information at the time of booking, so the right vehicle is matched from the very beginning. We hope to have the opportunity to make this right. — The Bookinglane Team

Response from BookinglaneMay 18, 2026

Thank you for the feedback, and please accept our sincere apologies for what happened. This experience falls well below the standard we hold ourselves to. As discussed when we spoke, we have processed a full refund for your booking. Based on your report, the driver has also been removed from our platform to ensure no other customer is affected in the same way. We are using this incident to strengthen how our team communicates and escalates when a driver is unable to complete a trip. We appreciate you giving us the chance to address it and are sorry the experience was not what it should have been.

Response from BookinglaneMay 11, 2026

Thank you for taking the time to share this feedback, and please accept our sincere apology. Being directed to a different terminal — especially as a wheelchair user — is exactly the opposite of the experience we promised you, and we understand the inconvenience this caused. Your booking specified Terminal B baggage claim, and that's where our chauffeur should have met you. We will be investigating this case internally to understand exactly what went wrong and to make sure it doesn't happen again, particularly for guests with accessibility needs. We've also already resolved this on the financial side so you weren't left bearing the cost of our mistake. If you're open to discussing this further or giving us another chance, please reach out to us at [email protected] and we'll personally make sure your next ride is handled the way it should have been the first time. — Bookinglane Customer Care

Response from BookinglaneApr 7, 2026

Thank you for your feedback, and we're sorry your experience didn't meet your expectations. This reservation was affected by unusually high demand for a major event in the area. We want to clarify a couple of important points: your card was never charged — we only placed a temporary hold on funds, which was fully released when the reservation was cancelled. Additionally, the cancellation was issued more than 24 hours before your scheduled pickup, which we hope allowed sufficient time to make alternative arrangements. We understand this was still frustrating, and we're always working to improve communication during high-demand periods. We'd welcome the chance to speak with you directly at [email protected] and hope to serve you better in the future.

Response from BookinglaneApr 7, 2026

Thank you for sharing your experience. We understand how frustrating it is to have a reservation cancelled close to your travel date, and we sincerely regret the inconvenience this caused you. Overbooking situations, while rare, can occur due to unforeseen operational changes, and we recognize that discovering this the day before your ride is unacceptable. We are actively reviewing our reservation management process to prevent this from happening to other customers. Regarding the held funds — we want to be transparent that release timelines are determined by your bank or card issuer, not by us. Once we cancel a hold, standard processing typically takes 3–5 business days on their end. We understand that does not make the wait any less frustrating. We take this feedback seriously. If you would like to discuss your experience further, please reach out to our support team directly so we can document this properly.