Riviera Taxis & Hire Cars - Bairnsdale Taxis - 13CABS: A Cab Dilemma

A Mixed Bag of Experiences: Customer Perspectives on Riviera Taxis & Hire Cars

Riviera Taxis & Hire Cars – operating as Bairnsdale Taxis and connected to the 13CABS network – in Bairnsdale, Victoria, presents a surprisingly complex picture when looking at customer reviews. With a rating of only 3.0 out of 5, it's clear that the service isn’t consistently meeting expectations. While there are accounts of exceptional service, a significant number of customers detail frustrating delays, unprofessional drivers, and billing errors. Addressing these concerns is crucial for Riviera Taxis to improve its reputation and retain customers in the competitive transport landscape of Bairnsdale. The "Really bad experience" information provided highlights a pattern of bookings not being fulfilled and vague automated messaging – easily the biggest initial problem needing attention.

The Good, The Bad, and The Seriously Concerning: A Detailed Breakdown

The spectrum of experiences reported by Riviera Taxis customers is wide-ranging, pointing to potential inconsistencies in driver quality and dispatch efficiency. Let’s break down the recurring themes:

Praise & Positive Experiences:

• Integrity & Phone Retrieval: One customer (M.T) recounts a remarkably positive experience, detailing how the company proactively located a lost phone, retrieving it via the driver's cooperation and returning it with polite service. This demonstrates genuine commitment to customer satisfaction when it does happen.
• Accessibility: Riviera Taxis designates wheelchair accessible parking at their Main St address, suggesting consideration for passengers with mobility needs. This is a positive aspect for inclusivity, but more on broader accessibility within their fleet would further enhance this point.

Recurring Criticisms & Complaints:

• Unreliable Timeliness (The Biggest Issue): The consistent thread running through numerous reviews is egregious wait times. Customers have reported waits of 45 minutes or more on "good days," with one instance involving a staggering 3-hour wait in winter. Booking well in advance (even 7.5 hours!) seemingly guarantees no pickup.
• Unprofessional Driver Behaviour: Several customers report uncomfortable interactions with drivers. A particularly alarming account mentions a driver making unwanted advances and requesting to meet outside of the fare. The failure to properly address this complaint, requiring repeated calls and eventual abandonment of the reporting process, is a significant operational failure. Another review highlighted driver unfamiliarity with routes, taking customers the long way around with inflated costs.
• Billing Errors & Poor Customer Service Resolution: Double-charging for fares and difficulty resolving these errors through the “customer care” team are common grievances. The reported denial of communication with a manager or supervisor when issues arise exacerbates the problem, creating a feeling of frustration and helplessness.
• Rude Staff & Dispatch Issues: One reviewer described an incredibly rude phone operator who struggled to locate an address and snapped at the customer attempting to confirm details. This reflects poorly on the company's commitment to professional and courteous service.

The Costs & Consequences:

• **Financial Burden: ** Customers express feeling that their fares are exorbitant, especially given the quality of service received. One stated they were charged enough for a “half-hour trip” to almost buy two tanks of fuel.
• Safety Concerns: The incident of being driven past a stop and the concerning driver behaviour described earlier raise serious safety concerns.
• Stranded & Inconvenienced: Being stranded, particularly for a 15-year-old girl in the early hours of the morning, is a profoundly distressing experience and a damning indictment of the service’s reliability.

Addressing the Issues: Possible Solutions & Improvements

Riviera Taxis & Hire Cars needs a drastic overhaul if it wants to improve its standing in the community. Here's a roadmap based on customer feedback:

• Dispatch System Overhaul: The most urgent priority is to address the chronic unreliability. This might involve:
  • Increased Driver Availability: Employ more drivers, or renegotiate with existing drivers to ensure adequate coverage, especially during peak hours and late-night bookings.
  • Real-time Tracking & Transparency: Improve the accuracy and timeliness of the tracking system, informing customers realistically about estimated wait times and providing updates if delays occur. The current "looking for a cab" message is insufficient.
  • Automated Confirmation & Reminders: Implement a system for confirming bookings and sending reminders to both customers and drivers.
• Driver Screening & Training: Implement a more rigorous driver screening process. This should include:
  • Background Checks: Thorough criminal background checks and thorough safety checks.
  • Customer Service Training: Mandatory training focused on professionalism, courtesy, safe driving practices, and handling difficult situations.
  • GPS Navigation Familiarisation: Driver training on local geography and route optimisation.
• Customer Service Protocol:
  • Complaint Resolution Process: Establish a clear and accessible complaint resolution process, ideally with direct contact to a manager. The current system needs to be fundamentally reworked.
  • Phone Manner & Assistance: Enforce politeness and helpfulness among phone staff. Proper training should ensure staff are capable of swiftly and accurately locating addresses.
  • Proactive Communication: When errors or delays occur, proactive communication is key - informing customers promptly.
• Transparency in Pricing: Ensure fares are clearly displayed and justified, addressing concerns about being taken the long way around. Offer fare estimation tools via app or website.

Is There an Alternative? The Rise of Ride-Sharing Services

The dissatisfaction with Riviera Taxis and 13CABS is prompting many Bairnsdale residents to explore alternatives. The emergence and growing popularity of ride-sharing services like Uber (where available) offer a compelling comparison. While Uber's presence in Bairnsdale may be limited, the expectation of reliable service, transparent pricing, and a user-friendly app is raising the bar for all taxi providers in the region. If Riviera Taxis fails to address the issues outlined above, it risks losing even more customers to these competitors, further eroding its reputation and potentially jeopardizing the longevity of the business. The core issue revolves around providing a consistent service that is punctual, professional, and affordable - something current reviews suggest is far from being reality.