13cabs: Adelaide Airport's Taxi Service Struggles to Meet Needs

A Tale of Two Experiences: The Good, the Bad, and the Seriously Frustrating with 13cabs

13cabs, operating out of Adelaide Airport (AU), boasts a customer rating of just 1.8. While some users report pleasant interactions with drivers, the overwhelming sentiment paints a picture of a service struggling with reliability, communication, and a seemingly shifting focus away from customer needs. The company's stated commitment to accessibility – featuring wheelchair-accessible entrances and parking – is undermined by numerous reports of failing to provide vital access cabs when needed, creating potentially dangerous situations for vulnerable passengers. The core issue appears to be a disconnect between booking promises and actual service delivery, leaving many feeling stranded and let down.

A Pattern of Unfulfilled Bookings and Unhelpful Responses:

The most consistent complaint revolves around the failure of pre-booked taxis to arrive, regardless of booking time. 13cabs’ explanation – that bookings are "initiated" rather than guaranteed, and drivers are "finding" a cab – doesn't reassure customers who rely on timely and dependable transport. This is particularly concerning for travellers arriving on late flights or individuals needing taxis for essential appointments. Examples abound:

• A grandmother's 98th birthday celebration was marred by a 45-minute wait for an access cab that never arrived, despite a pre-booked reservation.
• Passengers booked a van for an airport trip three days in advance, only to be left stranded when the vehicle failed to appear. Uber provided a replacement within seven minutes, and at a lower price.
• A 3:30 AM airport booking was marked as "searching for a taxi" just 15 minutes prior, forcing cancellation and a scramble for alternative transport.
• A customer attempting to change a pre-booked time was met with a frustrating cycle of automated responses and unhelpful suggestions, revealing a lack of user-friendly app functionality.

These instances highlight a fundamental breakdown – offering pre-booking services while demonstrably unable to guarantee fulfilment. This raises serious questions about the company’s operational efficiency and commitment to customer promises. The lack of accountability – with customer service reportedly claiming no contact with website developers regarding improvements despite persistent complaints - further exacerbates the issue.

The Driver Dynamic: Courtesy, but Inconvenient Policies – and It's Not Always About the Fare

While many reviewers commend the drivers themselves – praising their courtesy and professionalism – frustration arises from restrictive policies and apparent reluctance to accept short fares. This creates a challenging dynamic, particularly for those relying on taxis for essential local trips.

Here’s what users describe:

• School Run Conflicts: Drivers often prioritise school runs around 8:30am and 3pm, potentially causing significant delays for pre-booked taxis, a factor that the app fails to clearly communicate.
• The "Too Close" Conundrum: One passenger arriving on a late flight was refused a ride due to the short distance, with the driver citing a lack of potential for further fares. This, coupled with a $18.00 charge for a four-minute trip, prompted a frustrated response and further reinforced the perception of profit-driven decisions.
• Short Trip Rejection: Multiple accounts describe short trips, crucial for accessing health appointments or groceries, being routinely rejected by drivers. This lack of availability disproportionately affects vulnerable members of the community, like the elderly or individuals with disabilities.
• Lack of Consideration: Even with kind drivers, the system appears to discourage them from meeting customer needs. Software pushes customers through an automated booking loop, preventing them from receiving clearer answers and personalized support.

Accessibility Concerns & The Urgent Need for Reform

Beyond the general issues of unreliability, the repeated failures to deliver access cabs are deeply concerning. These aren’t just inconveniences; they represent a potential safety hazard and a blatant disregard for the needs of passengers with disabilities.

• Grandmother's Birthday Failure: As mentioned above, the elderly grandmother’s significant wait for an access cab underscores the shortcomings of 13cabs’ accessibility provision.
• Repeated Stranding: The customer who lodged a formal complaint noted this wasn't an isolated incident, highlighting a systemic failure rather than a one-off occurrence.
• The larger picture: Reports suggest a growing trend within the taxi industry—prioritizing profit over people—leaving vulnerable populations at risk. Legislative reform is urgently needed to hold these services to account and shift the focus back to community needs.

The apparent inability to fulfil bookings for disabled users defies the company's stated commitment to accessibility, leaving a damaged reputation and raising serious ethical questions.

Navigating the System: A Customer Service Minefield

Accessing assistance from 13cabs' customer service is itself a laborious process. The automated phone system presents a significant hurdle.

• The "Operator" Gauntlet: Users report needing to repeatedly state "operator" (over 11 times) to bypass the automated menus and reach a human agent, a process designed to frustrate and discourage connection.
• Unhelpful Responses: When connected, customer service representatives are sometimes perceived as unhelpful or deflective, failing to address concerns effectively and even shifting blame onto the customer.
• Lack of Authority: Attempts to provide feedback for website improvements are met with dismissive responses, with staff claiming no contact with the website development team.

The overall picture suggests an organisation struggling to balance operational efficiency with basic customer care. Until these core issues are addressed, many Adelaide Airport travellers are likely to continue searching for reliable alternatives.