Pros 
Cons The Mark Factor: Shining Stars Amidst Mixed Experiences
Ballina Taxis/Byron Bay Taxis (phone: +61 2 6686 9999) consistently receives a 3.4-star rating, and the reviews reveal a fascinating duality – exceptional service from certain drivers, particularly one named Mark, juxtaposed with frustrating experiences involving rude staff and unreliable bookings. Several reviewers highlight Mark as a standout employee, describing him as "amazing," "friendly," and an "absolute legend." He consistently receives praise for promptness, helpfulness, and reasonable pricing, saving the day on multiple occasions when other transport services let customers down. One reviewer explicitly states they'd “definitely request for Mark’s service” if visiting Ballina for a holiday, a testament to the positive impact a single employee can have. Reports indicate his assistance made work trips run smoothly. The recurring nature of these positive mentions over an extended period (Oct 2024 to Apr 2025) suggests Mark isn't a one-off – he’s demonstrably a valuable asset the company should treasure and possibly use as a training model for other drivers.
"When we were let down by another company Mark saved the day with his incredible service and reasonable pricing. Far better than any other company that we have seen/used. I would 100% recommend Mark for anyone who needs transport in the Ballina/Byron Bay area. ABSOLUTE LEGEND ‼️" - Verified Customer
This focus on Mark underscores a potential problem: service consistency. While he clearly delivers an exceptional experience, the multitude of negative reviews suggest that right now, experiencing "Mark-level" service is a matter of luck.
Booking Blues and Dispatch Disconnects: Recurring Issues
The most frequently cited complaints revolve around booking reliability and the attitude of the dispatch staff. Numerous reviewers detail instances of cancelled fares, drivers arriving significantly early or late, and difficulty contacting the company to rectify these problems. Booking a cab to Ballina Beach Nature Resort, for example, resulted in multiple missed reservations and a frustrating cascade of issues with cancelled fares and late arrivals. The ferry crossing further exacerbated the situation for one customer, with the driver complaining about lost earnings and insisting on keeping the meter running despite the need to pay the ferry fee.
Here’s a summary table illustrating the booking problems identified:
| Issue | Frequency | Examples |
|---|---|---|
| Late Arrivals | High | Missing dinner reservations, 30-minute early arrivals, consistently late pickups after cancellations |
| Cancelled Fares | Moderate | Initial driver assignment followed by cancellation, leading to missed bookings |
| Difficulty Contacting | Moderate | Repeated calls needed to rebook after cancellations |
| Inaccurate Route Navigation | Low | Drivers missing turns and backtracking |
| Rude Dispatch | Moderate | Dispatch staff speaking over customers and displaying a generally unpleasant demeanor |
Beyond the practical issues, the tone of interactions with dispatch is a significant point of concern. Several reviewers describe rude and unhelpful staff, one reporting a particularly dismissive response when inquiring about a lost item – a response characterised by a flippant “what do you want me to do about it?” This suggests a need for improved customer service training and a deeper focus on the importance of empathy and helpfulness within the dispatch team.
Price Gouging Concerns and Cost Discrepancies
A recurring theme in negative reviews paints a picture of potential price gouging and inconsistent fare structure. One reviewer reports a startling price discrepancy on a similar route compared to a competitor, costing them $21.35 more using Ballina Taxis. Far more concerning is an accusation of a driver deliberately overcharging a group of passengers, inflating the fare significantly beyond the metered amount. The driver initially quoted a per-couple price, then attempted to charge far more, only backing down after being challenged. This raises serious questions about driver integrity and suggests a lack of oversight regarding fare practices. While the owner's generic response about “always working to improve” is noted by reviewers, it's seen as inadequate and highlighting a pattern of ignoring specific criticisms.
It’s crucial that Ballina Taxis investigates this claim of driver deception thoroughly and implements measures to prevent similar occurrences in the future. This could include stricter driver screening, regular fare audits, and clearer communication about pricing policies to passengers.
Accessibility Considerations & The Need for Improvement
Ballina Taxis does offer wheelchair accessible seating, which is a positive inclusion and caters to a specific need. However, the lack of a wheelchair accessible restroom is a noticeable omission, particularly for passengers with mobility impairments who may require such facilities during longer journeys. While the advertised accessibility feature is appreciated, its functionalities could be enhanced to offer a more inclusive and comfortable transport experience. The accessibility options are summarised below:
| Feature | Available |
|---|---|
| Wheelchair accessible seating | Yes |
| Wheelchair accessible restroom | No |
The mixed reviews, coupled with the unfortunate incidents of late pickups, missed turns, and potentially dishonest pricing practices, suggest that Ballina Taxis needs to address these issues head-on to improve customer satisfaction and maintain a positive reputation within the Ballina/Byron Bay community. While Mark’s exceptional service offers a glimpse of what is possible, ensuring consistency across the entire operation is essential.