Wednesday, November 27, 2013

A letter of complaint to Yellow Cabs

I'm sure it's a hard job driving a taxi and running a taxi fleet. I'll bring this point to your attention.

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 "" had been caught in traffic. Little surprise, there are quite a few roads between Prospect and Evandale. Unfortunately many drivers a little slower with their fingers may have been closer, such as Norwood, St Peters or Marden and I would have received better service.

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 will be made aware of this.


Cullen Habel

I'll let you know the outcome.

- Posted using BlogPress from my iPad

A very rapid answer, and hour and a half later which basically said "we hear you and we'll take it from here". At least she answered, I suppose:

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.


My response:

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.

Best Regards



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