Pros 
Cons A Tale of Two Experiences: The Good and the Bad
Albany City Cabs & Transport currently holds a 3.2-star rating, and the reviews paint a decidedly mixed picture of their service. While some customers sing their praises, others express significant frustration and disappointment, highlighting inconsistencies in the quality of experience. Let’s break down what people are saying.
On the positive side, there's a remarkable story of exceptional care. One family recounts a truly heroic act by a driver named Tim. Their father-in-law became ill during a cruise, requiring hospitalisation in Albany and subsequent medical evacuation to Perth via the Flying Doctors. Facing a daunting task of transporting their mother-in-law to Perth, they were overwhelmed by Tim’s willingness to go above and beyond. He personally drove Pauline, ensuring her comfort and safety throughout the 4.5-hour journey, assisting with luggage and providing a reassuring presence. This level of dedication is praiseworthy and demonstrates a potential for exceptional customer service that Albany City Cabs & Transport clearly possesses – and a potential that some drivers seem to embody. This clearly stands out against the backdrop of other reviews.
However, this standout positive experience is sadly balanced by numerous accounts of negative interactions. Recurring themes include rude phone operators, unreliable arrival times, and a general lack of professionalism. The disconnect between promised ETAs and actual arrival, particularly with online bookings requiring extensive advance notice ("over 24 hours"), poses a significant problem. The widespread complaints about rudeness, sometimes culminating in operators hanging up on callers, suggest a serious need for staff training and improved customer service protocols. One reviewer went so far as to say the service felt "like jumping in a taxi from a third world country," citing unpleasant vehicle conditions (odours, uncleanliness, a malfunctioning window) and driver complaints about passenger numbers.
Navigational Nightmares & Unresolved Issues
Perhaps the most concerning aspect of the reviews revolves around errors in destination delivery and subsequent handling of complaints. A significant incident involved a taxi booked to Big 4 Middleton Beach, only to drop the passenger off at Big 4 Emu Point instead. The customer confirmed they never mentioned Emu Point and were unaware of its existence. Following a report to the company, a promised callback from a driver to rectify the situation never materialised, forcing them into a lengthy walk of over an hour to reach their intended accommodation.
Adding insult to injury, Albany City Cabs & Transport reportedly denied responsibility, claiming the driver did return but couldn’t locate the passenger – without providing any supporting evidence. Crucially, they refused a refund, leaving the customer feeling dismissed and frustrated. This highlights a critical failure in complaint resolution and a lack of accountability when mistakes occur. The lack of transparency and willingness to address the issue constructively is damaging to the company’s reputation.
Here's a summary of the issues raised regarding navigation and resolutions:
| Issue | Detail | Outcome |
|---|---|---|
| Incorrect Destination | Dropped off at the wrong Big 4 location. | Long walk, significant time lost |
| Follow-Up Failure | Promised callback to rectify the error, never received. | Further frustration, added inconvenience |
| Complaint Resolution | Refusal of a refund, denial of responsibility without proof. | Customer feels dismissed and unsupported |
A Pattern of Phone Room Frustrations
Beyond the significant errors in service delivery, a recurring theme in the reviews is the consistently poor quality of phone interactions. Multiple customers have reported experiencing rude operators, abrupt dismissals (including being hung up on), and inaccurate ETAs. One reviewer specifically noted that a driver he had driven with previously exhibited the same rude behaviour toward callers. This points to a deeper cultural issue within the company, rather than isolated incidents.
Consider these points on the phone interaction issues:
- Rude Operators: A frequently mentioned complaint, leading to immediate dissatisfaction.
- Hanging Up: Recorded instances of operators abruptly disconnecting calls.
- Inaccurate ETAs: Promises of quick arrival times proven false, leading to wasted time and frustration.
- Driver Attitude: Concerns raised about a consistent pattern of discourtesy observed across multiple drivers.
- The "will be there soon" Trap: Repeated use of vague arrival estimates followed by significant delays.
Is There Room for Improvement? A Potential Path Forward
The reviews for Albany City Cabs & Transport present a clear dichotomy: moments of exceptional service alongside frustrating and unprofessional experiences. To genuinely improve their rating and rebuild customer trust, several key areas warrant immediate attention.
- Customer Service Training: A mandatory, ongoing training program for all staff, focusing on communication skills, conflict resolution, and empathy.
- Complaint Resolution Protocol: Establish a transparent, documented process for handling complaints, ensuring accountability and offering appropriate remedies for errors. This includes a willingness to admit mistakes and provide refunds when justified.
- Dispatch System Audit: Review and potentially overhaul the dispatch system to ensure accurate ETAs and reliable driver allocation, particularly regarding online bookings.
- Driver Accountability: Implement a system for monitoring driver behaviour and addressing complaints about unprofessional conduct. Recognise and reward drivers like Tim, who consistently demonstrate exemplary service.
- Vehicle Maintenance: Implement a robust vehicle maintenance schedule to guarantee cleanliness and functionality, creating a more pleasant and safe experience for passengers.
- Feedback Loop: Actively solicit and respond to customer feedback, demonstrating a commitment to continuous improvement. Perhaps an online forms system.
The company's potential is evident, as highlighted by the commendable actions of drivers like Tim. However, a substantial overhaul of internal processes and a renewed focus on customer service are essential to overcome the negative perception and achieve a consistently positive reputation.