I'm at ... Evandale
As I sat in the heat waiting for a taxi, a second call indicated to me that my driver had accepted the call from prospect road. The call had been accepted in less than ten seconds
The reason I was kept waiting was because "
It was a quiet time of the day for taxis. I suspect this driver was working in his own self interest and your customer (me in this case) was being served poorly as a result. I won't be late for my flight, but this is unhelpful.
I would be interested to know if your company has a policy regarding drivers accepting jobs to the detriment of the customer, and I'd like to know if the owner of licensed plate number
I'll let you know the outcome.
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Thank you for getting in touch with us.
I understand that the situation has been very frustrating for you and I sincerely apologize. We truly appreciate your effort in taking the time to send us your feedback. Rest assured that it has been forwarded to our Management Team, who will use it as an opportunity to offer you better service in future.
Any action taken will be handled internally, and while you will not receive any information regarding the outcome, I can assure you that the matter will be dealt with appropriately. I sincerely hope that you will allow us an opportunity to offer you better service in the future and turn this negative experience around.
Once again, our sincere apologies for the inconvenience and thank you so much for your patience and understanding.
If you have any further concerns, just let us know - we’re here to help.
Thanks for your very rapid answer. It has done little to assure me that Yellow Cabs has really taken this on board. No matter - I have just set a personal policy to call Suburban if I'm at home, and if I'm on a rank where Yellow turns up I'll go to the back of the line. I'd had a bad experience with a driver and a Cabcharge a year ago - with Yellow - and I get the feeling this is more about the company than it is about coincidence. And you now have the technology - in particular to monitor whether or not drivers are accepting calls outside of their location.
And I'm covering this exchanges on my blog at http://www.cullenofadelaid.com/2013/11/a-letter-of-complaint-to-yellow-cabs.html