Pros 
Cons The Harsh Reality: Frequent No-Shows and Last-Minute Cancellations
13 Cabs, operating as Albury Heritage Taxis, currently holds a concerning 3.000000-star rating, and the customer feedback paints a picture of inconsistent and sometimes deeply frustrating service. A recurring theme across numerous reviews is the failure to arrive as scheduled, particularly after booking well in advance. Customers highlight instances of booking taxis hours, even weeks, ahead, only to receive last-minute cancellations or simply not have a vehicle sent at all. This has resulted in significant consequences for passengers, including missed trains, flights, and pre-booked transportation connections.
"Booked a taxi 2 weeks in advance, never turned up, missed my bus and missed flights, $1500 out of pocket, thanks 13 cabs." – A distressed customer
Several reviewers detail the phone calls required to confirm bookings, only to be met with the devastating news of unavailability just minutes before departure. The sentiment expressed is one of profound disappointment with the lack of communication and resolution offered by the company. There's a palpable sense of injustice about not being informed before the booked time that the service won’t be provided, leaving individuals stranded and scrambling for alternatives. The phrase "0 cars and 0 drivers" seems to be a frequent refrain, highlighting system-wide operational issues. It’s clear that relying on 13 Cabs for time-sensitive travel carries a significant risk. Further compounding the issue, multiple complaints mention a lack of proactive communication - no call to say a taxi wouldn't arrive, leaving customers to discover the problem independently.
Glimmers of Positive Experiences: Friendly Drivers & Last-Minute Saves
Despite the widespread criticisms, a smaller but notable number of users have shared positive experiences with 13 Cabs. A key element praised is the friendliness and helpfulness of individual drivers. One reviewer specifically highlights a phone operator’s exceptional service, particularly helpful when navigating the area late at night.
“The guy that answered the phone was so friendly and accommodating! Me and my friends aren’t local and considering it's 2am he guided us over the phone to a close taxi rank he was personable and took his time with patience. Thanks so much :).”
Furthermore, some customers have found 13 Cabs to be a lifesaver in emergency situations. One reviewer relied on the service after another taxi company left them stranded, and the driver successfully delivered them to the airport connection just in time. Another mentions “Sonny,” a regular driver who consistently provides “great, friendly, reliable service” and goes “the extra mile” to ensure passenger safety and wellbeing, especially during evening outings. These anecdotes suggest that while the overall system may be flawed, individual drivers are often dedicated and provide a positive customer experience.
| Positive Aspect | Example from Review |
|---|---|
| Friendly Phone Operator | Guided non-local passengers to a taxi rank patiently at 2am. |
| Reliable Drivers | “Sonny…always goes the extra mile” |
| Airport Connection Success | Driver helped reach an airport bus connection on time. |
Recurring Issues & Operational Concerns
The recurring themes within the reviews highlight some critical areas for 13 Cabs. These concerns extend beyond simply missing bookings and delve into systemic issues:
- Lack of Communication: This is perhaps the most prevalent complaint. Customers feel they are left in the dark when bookings are cancelled or unavailable.
- Unreliable Booking System: Advanced bookings seem to hold little weight, with frequent failures to honour them.
- Driver Availability: The stated “0 cars and 0 drivers” scenarios suggest a potential shortage of vehicles or drivers, particularly during peak times.
- Limited Resolution Options: Customers report a lack of helpful solutions when encountering problems, feeling abandoned by the company.
- Missed Connections & Financial Losses: The impact of missed taxis is significant, leading to lost flights, trains, and substantial financial repercussions for passengers.
- Booking Channels: The distinction between online and phone bookings seems irrelevant, as both are equally prone to failure.
These points raise serious questions about 13 Cabs’ operational efficiency, booking management, and customer service protocols. It is apparent that system-wide changes are needed to address these consistent shortcomings.
A Tale of Two Experiences: Comparing North Albury Services
The contrasting experiences surrounding 13 Cabs are starkly highlighted by comparisons with Wodonga taxi services. Several reviewers explicitly mention switching to Wodonga taxis as a last resort when 13 Cabs failed to deliver. These accounts often emphasize the efficiency and responsiveness of Wodonga's service – a maxi taxi was secured within 10 minutes when 13 Cabs offered no viable alternative. This contrast further reinforces the perception of 13 Cabs as unreliable and underscores the potential for improvement by learning from competitor best practices. The ability of Wodonga Taxis to consistently meet demand and honour bookings stands in sharp contrast to many of the frustrating experiences shared with 13 Cabs. It’s a compelling demonstration of how alternative services can provide a much-needed lifeline for travellers in the Albury-Wodonga region.