Pros 
Cons A Storm of Complaints: Accessibility and Driver Conduct Concerns
Legion Cabs, operating out of Bankstown, NSW, presents a deeply mixed bag according to customer feedback. While some praise their service, a significant number of reviews detail concerning experiences, particularly regarding accessibility and driver behaviour. The core issue appears to be a lack of consistent professionalism and a concerning disregard for customer needs, especially those with disabilities.
One harrowing account highlights a driver at Bondi Junction’s taxi rank refusing entry to a 90-year-old woman in a wheelchair, claiming the wheelchair wouldn't fit in the boot – a claim disputed by the customer who owns the same model vehicle. The driver's subsequent rudeness and refusal to move his taxi, blocking access for other waiting passengers, escalated to a heated argument with another driver. This illustrates a potential systemic problem with driver training and customer service protocols.
Beyond this specific incident, other reviewers describe similar negative interactions. One customer recounted a driver's aggressive and unsolicited monologue about his financial struggles during a short fare, leaving the passenger visibly upset and reduced to tears. This highlights a concerning trend of drivers imposing personal grievances onto customers, creating an uncomfortable and unprofessional environment. This behaviour doesn't contribute to a positive passenger experience.
The provided information regarding Legion Cabs' accessibility features (wheelchair accessible restroom and seating) is largely negated by these reports of outright denial of service to wheelchair users. Furthermore, the lack of an assistive hearing loop, while not a core accessibility requirement, suggests a limited commitment to catering to a wide range of needs. The company's response to complaints appears slow and inadequate, as evidenced by the reviewer who was asked to submit a Google review before receiving the promised callback.
The Autocab App & Inconsistent Booking Reliability
The use of the Autocab app seems to create a sharper division in Legion Cab's performance. Some customers report positive experiences, praising the app's functionality and the ability to track their cab's arrival. Driver Sam, in one instance, is specifically commended for being well-dressed, articulate, and providing a clean, well-maintained vehicle. This suggests a potential for a reliably good service when utilising the app and being paired with a conscientious driver.
However, the app's integration also exposes significant booking reliability issues. Numerous negative reviews describe extended wait times far exceeding the estimated arrival time, with one customer waiting over 55 minutes despite being promised a taxi within 6 minutes. Further compounding this issue is the reported practice of booking operators advising customers to use other companies when delays become excessive – an unacceptable resolution for a paying customer. One user pointed out that the app's system may facilitate drivers falsely claiming to have completed a job in cash transactions, creating opportunities for fraudulent behaviour.
Here’s a summary contrasting the two experiences:
| Feature | Positive Experience | Negative Experience |
|---|---|---|
| Autocab App | Easy Tracking, Well-Maintained Vehicles | Extended Wait Times, Operator Directs to Other Companies |
| Driver Quality | Courteous, Professional (Driver Sam) | Rude, Aggressive, Unsolicited Comments |
| Booking Accuracy | Accurate ETA | Grossly Inaccurate ETA |
Perks and Practicalities: Parking & Amenities
Legion Cabs boasts a range of amenities and parking options that are generally welcomed. The availability of free parking, free street parking, and on-site parking at their Bankstown location is a practical advantage for drivers and potentially a minor benefit for passengers who might be picking them up. The presence of a restroom and wheelchair accessible restroom are positive inclusions. Moreover, the company caters to a diverse clientele by proudly declaring itself LGBTQ+ friendly and offering a designated transgender safespace. This creates an inclusive environment for passengers.
However, the bare-bones nature of these facilities should not overshadow the significant service deficiencies detailed elsewhere. While convenient for drivers, the focus on parking rather than driver training, and proactive customer service, paints a picture of a company prioritizing logistical ease over passenger experience. The absence of a crucial feature like an assistive hearing loop, despite the availability of other accessibility options, indicates a lack of comprehensive consideration for all potential passengers.
A Spectrum of Reviews: From Delight to Disappointment
The overall rating of 3.4 suggests a company operating well below the mark of a consistently reliable taxi service. While isolated positive experiences highlight the potential for good service – punctual arrival, courteous drivers, and clean vehicles – these are significantly outweighed by persistent complaints of rudeness, booking errors, and a concerning lack of accessibility.
Here’s a snapshot of the range of reviews:
- Positive: "Excellent overall, arrived 5 minutes early...courteous driver, clean cab and good price."
- Neutral: "Booked a taxi on the new Autocab App. Was able to watch cab approach on a map. Driver Sam was well dressed well spoken and car was clean and well looked after. Price was as per the meter."
- Negative: "Waited 25 mins for a taxi booking when they said it will take 6 mins."
- Severely Negative: "Just got completely cut off, over a double line by a driver who is currently appears to be taking a fare while driving in the dangerous and illegal manner.”
The recurring themes of unreliable booking times, unprofessional driver behaviour, and inconsistent adherence to accessibility standards present a concerning picture of Legion Cabs' operation. Addressing these issues remains critical for the company to improve its rating and rebuild trust with its customers.