Pros 
Cons A Flood of Complaints: Recurring Themes in Black & White Cab Reviews
Black & White Cabs, operating out of Brisbane Airport (17 Banksia Pl, Brisbane Airport QLD 4008, AU, phone +61 133222), appears to be grappling with significant operational and customer service issues, as evidenced by a consistent stream of negative reviews amassing a concerning 2.5-star rating. While the company offers wheelchair-accessible entrance and parking, addressing accessibility needs, the overwhelming sentiment from customers paints a picture far removed from a reliable and professional taxi service. The complaints aren't isolated incidents; they point to a systemic problem with driver behaviour, vehicle upkeep, and a dismissive attitude towards passenger concerns. Many reviewers express a sense of powerlessness against the company's perceived indifference, reporting a lack of follow-up after formal complaints.
The core issues consistently raised include:
- Unprofessional and Aggressive Driver Conduct: An alarming number of experiences detail drivers engaging in impatience (excessive honking, aggressive driving), reckless maneuvers (cutting in front of other vehicles), and shockingly, the use of offensive and abusive language. One reviewer recounted a deeply upsetting encounter where a driver verbally abused them after receiving polite feedback about the vehicle's cleanliness. This isn't a matter of isolated bad apples; a recurring theme suggests a lack of training or accountability regarding driver behaviour and road etiquette. The incident involving a driver hitting a child's bicycle and failing to offer assistance demonstrates a disturbing lack of compassion and professionalism.
- Vehicle Condition and Cleanliness: Several reviews specifically highlight the poor state of the taxis. Dirty interiors, accumulated dust and grime, food residue left on the floor, and even drivers wearing inappropriate footwear (thongs) are frequently mentioned. This not only presents an unpleasant experience but also raises hygiene concerns. The incident of a customer wearing a white top being visibly soiled by the vehicle's dirtiness is particularly striking and underscores the issue's severity.
- Fare Discrepancies and Deceptive Practices: A pattern of attempted fare inflation has emerged, with multiple customers alleging attempts to overcharge. This includes drivers conveniently concealing the meter, claiming meter malfunctions to justify inflated prices, and taking unnecessarily long routes – exemplified by the incident where a driver avoided a toll tunnel despite a customer’s clear request, costing them more financially. One case alleged an attempt to falsely deny accountability to the police.
- Unresponsive and Dismissive Customer Service: Perhaps the most disheartening aspect is the apparent lack of effective customer service. Reviewers routinely report that their complaints are ignored, met with apathy, or dismissed with generic apologies that lack any tangible follow-up. Instances of call center staff refusing to assist with lost property reports or offering unhelpful responses (such as the "2-hour rule" regarding lost phone claims) contribute to the perception of a company that doesn’t value its customers.
Navigational Mishaps and the Route to Dissatisfaction
Beyond the issues of driver behaviour and vehicle condition, a significant number of complaints revolve around drivers choosing suboptimal or intentionally more expensive routes. While some geo-location disputes may arise due to the ever-changing nature of city traffic, the consistency of these reports suggests a troubling pattern. The incident where a driver ignored a customer's request to utilise the tunnel, instead opting for the more expensive Kingsford Smith Drive route, sparked a strong reaction.
Here's a breakdown:
| Issue | Description | Potential Motivation |
|---|---|---|
| Route Deviation | Drivers ignoring customer route instructions | Avoiding toll roads |
| Lack of Map Awareness | Refusal to acknowledge GPS guidance | Disregard for customer needs |
| Detours | Taking unnecessarily long routes | Running up the fare |
| "Business Class" Bait | Promising a service, delivering a standard ride | Misleading customers |
The frustration stems not just from the added cost, but also from the perceived arrogance and unwillingness to listen to customer preferences. Passengers feel that drivers prioritise their own convenience (avoiding tolls) over providing a helpful and efficient service. This highlights a fundamental disconnect between what Black & White cabs appear to be promoting and the reality of the customer experience.
Accessibility and the Broken Promise of Inclusivity
While Black & White Cabs promotes wheelchair accessibility through wheelchair accessible entrances and parking, those driven to offer specific comments after experience highlight a disconcerting contrast between the stated accessibility features and the actual support offered to disabled passengers. Several reviewers haven't explicitly addressed this aspect, implying that the accessibility features are functioning as intended, however it is a noteworthy point. The larger concerns related to driver attitude and vehicle condition would disproportionately impact individuals with disabilities, who rely on reliable and respectful transport. The negative interactions described – aggressive driving, dirty vehicles, and unhelpful customer service – greatly undermine the benefits of accessible infrastructure. It's crucial for Black & White Cabs to ensure that accessibility isn't merely a checkbox but is integrated into a culture of service that truly values inclusivity and dignity.
A Call for Accountability: What Needs to Change at Black & White Cabs?
The overwhelming body of negative feedback indicates a company in serious need of reform. Addressing the issues highlighted in these reviews requires a multifaceted approach, going beyond superficial measures. Key areas for improvement include:
- Enhanced Driver Training: Mandatory and rigorous training programs should focus not just on safe driving practices but also on customer service skills, professional conduct, and conflict resolution techniques. This must extend to teaching drivers how to properly use navigation technology.
- Vehicle Maintenance and Cleaning Standards: Implement strict vehicle inspection and cleaning protocols, with regular audits to ensure compliance. Drivers should be held accountable for maintaining a clean and presentable taxi.
- Improved Customer Service Response: Empower customer service representatives to effectively address complaints and offer meaningful resolutions. A system for tracking complaints and ensuring follow-up is absolutely essential. Consider regular performance reviews for call centre staff, focusing on empathy and problem-solving skills.
- Fare Transparency: Mandatory visible meter display and clear explanation of fare structures. The company should investigate and penalize drivers found attempting to manipulate fares.
- Internal Accountability: Establishing clear channels for reporting driver misconduct and ensuring swift and decisive action against offenders. One-off “looking into it” statements are simply not enough.
- Regular Audits of Driver Behaviour: Random checks of cameras, and customer surveys to monitor driver performance and address concerns proactively.
The current state of Black & White Cabs, as reflected in customer reviews, presents a serious risk to their reputation and long-term viability. Significant and demonstrable improvements are required to restore public trust and provide passengers with the reliable, safe, and professional taxi service they deserve.