Pros 
Cons A Sea of Disappointment: Recurring Issues and Cancellations
Crown Cabs Ballarat, operating from Sturt St, Ballarat, holds a concerning average rating of 2.90 out of 5, and the reviews paint a picture of frustrating inconsistency. A recurring theme emerging from customer feedback is the abrupt and often unexplained cancellation of bookings. Multiple individuals reported having taxis cancelled without any prior notification, leaving them stranded and significantly impacting their plans. One customer highlighted a missed train due to a last-minute cancellation, demonstrating the serious consequences of this practice.
"Booked a taxi last night to be picked up at 7.30 this morning. Phone rings at 7.30 to tell me they have no cabs available. This is totally unacceptable, I now will miss my train. I strongly suggest you do not book with Crown cabs if you want to get to your destination on time."
This lack of communication appears to be a systemic problem, as another customer waited for their booked taxi only to discover the booking had been cancelled, a situation exacerbated by repeatedly being unable to reach the company by phone. The frequency of these cancellations raises serious questions about Crown Cabs' booking management procedures and their commitment to honoring pre-arranged services. The simple act of providing prompt notification of cancellation seems to be a major gap in their service delivery.
Safety & Integrity Concerns: Driver Practices and Vehicle Suitability
Beyond the cancellation issues, several reviews express serious concerns regarding the integrity and safety practices exhibited by some drivers. A particularly alarming report details a situation where a driver collecting a daughter with an intellectual disability requested money to pay the fare instead of allowing the use of a card, despite prior instructions.
"It's concerning that the taxi driver picking up my daughter (who has an intellectual disability) was taken to an ATM to withdraw money to pay the fare. Whereas I instructed my daughter to use her card. On speaking to the driver he told me his merchant facility was not working, I must say a little concerning."
While the driver cited a non-functional merchant facility, this situation raises concerns about transparency and potential vulnerability, particularly when transporting passengers with disabilities. Further adding to the questioning of standards, another customer brought up the presence of a three-seater vehicle being utilised for taxi services, questioning its adherence to regulations which typically require taxis to comfortably accommodate four passengers. Is Crown Cabs adhering to all relevant licensing and operational requirements for taxi services in Ballarat? The customer raised a valid point: "I thought only Uber let you use your mom’s car for business; how come taxi has a 3 seater car? Do you know taxis has to be carrying actual 4 people comfortably? Is your car actually approved for taxi business?"
| Concern | Description | Potential Implication |
|---|---|---|
| ATM Request | Driver requesting cash payment instead of card. | Potential for exploitation, lack of transparency, equipment malfunction. |
| Three-Seater Vehicles | Use of vehicles not meeting standard passenger capacity. | Potential regulatory breaches, compromises passenger comfort and safety. |
Rare Moments of Positivity: When Things Go Right
Despite the overwhelming negativity in many reviews, a few customers have highlighted positive interactions with Crown Cabs. These accounts stand out in stark contrast to the widespread complaints and offer a glimpse of what the service could be. Several reviewers praised the cleanliness of the vehicles, describing them as “neat and tidy.” Notably, one customer specifically appreciated a “good driver” (identified as M0756) who was described as a "wonderful gentleman."
"I found really good service from crown cabs. Really nice car neat and clean and good driver. I m very happy with them."
These limited instances of positive feedback suggest that the quality of service can vary significantly depending on the driver and the specific booking. It also points to potential strengths that Crown Cabs could focus on replicating and implementing across their entire workforce.
- Cleanliness: Consistently maintaining vehicle cleanliness seems to be a valued aspect of the service.
- Professional Drivers: Highlighting and retaining drivers known for their courteous and professional demeanour, like M0756, could improve overall customer satisfaction.
- Individual Experience Variability: The contrast between good and bad experiences underscores the need for greater consistency in service quality.
A Call for Improvement & Accountability: What Needs to Change?
The plethora of complaints regarding cancellations, driver conduct, and potential regulatory concerns necessitate immediate and substantial improvements from Crown Cabs Ballarat. The current rating of 2.9 reflects a clear disconnect between customer expectations and the actual service provided. To regain trust and improve its reputation, Crown Cabs should consider the following actions:
- Mandatory Cancellation Notifications: Implement a system that guarantees customers are notified immediately if a booking is cancelled, allowing them time to make alternative arrangements. SMS and phone call options are essential.
- Driver Training & Oversight: Provide comprehensive training to drivers on appropriate conduct, payment processing (specifically ensuring merchant facilities are functioning correctly), and sensitivity when dealing with vulnerable passengers. Stricter oversight and accountability may be needed.
- Vehicle Compliance: Review their vehicle fleet to ensure compliance with all relevant regulations, including passenger capacity requirements. Eliminate the use of smaller vehicles completely if they cannot comfortably accommodate four passengers.
- Investigate Driver Practices: Internal inquiry into the circumstance of requesting payments outside of standard registered procedures.
- Transparency & Communication: Improve communication channels to facilitate easier contact with the company when issues arise. Address frequently asked questions on their website or relevant platforms. Consider an online booking management system with track and trace for customers.
The experiences shared by customers, while largely negative, offer valuable insights into the areas where Crown Cabs needs to prioritize change and implement robust solutions. A proactive and customer-centric approach is vital for restoring trust and delivering a reliable taxi service to the Ballarat community. You can reach them at +61 1300 121 314.