Pros 
Cons A Torrent of Disappointment: Recurring Issues with 13cabs Townsville
The overwhelming consensus surrounding 13cabs Townsville paints a grim picture. A rating of just 1.5 stars, backed by a deluge of user reviews, clearly indicates significant and consistent problems with their service. Customers aren't simply expressing isolated incidents; they are detailing a pattern of unreliability, mismanagement, and, at times, unprofessional driver behaviour. The sheer volume of complaints suggests a systemic issue, rather than just occasional hiccups.
Many reviews echo a similar frustrating narrative: pre-booked taxis vanishing, drivers cancelling at the last minute, and long, inexplicable wait times. One user highlighted being "played amongst the drivers" and described a chaotic booking system where fares are seemingly assigned randomly. This isn't just about inconvenience; it directly impacts people's ability to arrive on time for important appointments, flights, and meetings. The story of a user being over an hour late for an appointment, despite booking three-quarters of an hour in advance due to a cancelled fare, exemplifies the real-world consequences of these failures. The anecdotal evidence clearly surpasses the bare minimum for establishing a troubled taxi service.
Here’s a breakdown of commonly cited failures:
- Disappearing Bookings: Customers report confirmed bookings suddenly disappearing from the tracking app, leaving them stranded.
- Last-Minute Cancellations: Drivers frequently cancel bookings, ostensibly to accept more lucrative fares or avoid certain suburbs. This leaves customers scrambling for alternative transportation.
- Extended Wait Times: Expectations are routinely shattered, with waits stretching to over an hour, even on quiet nights.
- Unpredictable Arrival Times: Even after multiple calls and promises, taxi arrival times are often wildly inconsistent and seemingly random.
- Inaccurate Tracking: The app's tracking feature appears unreliable, providing false updates and misleading ETAs.
Driver Conduct and Concerns for Passenger Safety
While some customers acknowledge the politeness of individual drivers, a concerning number have reported instances of rude and unprofessional behaviour. One user recounted a harrowing experience where a driver, after a significant late arrival, dismissed them with a dismissive gesture and started laughing when the issue was raised with the company. This level of disrespect is deeply concerning and casts a shadow on the overall service quality.
The experience of an elderly passenger requiring assistance getting into and out of a vehicle further raises serious questions about driver care and safety protocols. The passenger’s account of a driver refusing to offer assistance, even after acknowledging past practices of helping vulnerable individuals, is frankly disgraceful. Such a lack of empathy and disregard for passenger wellbeing is unacceptable in a service that should prioritise safety and dignity.
| Issue | Description | Severity |
|---|---|---|
| Rude Driver Behaviour | Dismissive attitudes, disrespectful language, general unhelpfulness | High |
| Lack of Assistance | Refusal to help elderly or disabled passengers | High |
| Data Privacy Concerns | Reports of suspicious calls after a ride, suggesting data breaches | High |
| Unsafe Practices | Taxi drivers arriving substantially late | Medium |
These incidents, combined with those unsettling reports about suspicious phone calls from unknown numbers, suggest potential security vulnerabilities. The data privacy concerns alone are enough to deter many potential users.
Accessibility Promises, Reality Falls Short
13cabs Townsville highlights wheelchair accessibility as a feature, specifying wheelchair-accessible parking at their Garbutt location. However, the user reviews don’t explicitly address the availability of wheelchair-accessible vehicles themselves, or the reliability of requests for these specialized taxis. The focus seems largely on parking facility rather than vehicle availability - a critical distinction when it comes to accessibility. It’s clear that a simple parking space doesn’t guarantee a safe and accessible ride for all users.
The incident involving the elderly passenger struggling to get into and out of the van further highlights a gap between advertised features and actual service delivery, especially concerning those with mobility issues. It seems the company’s commitment to accessibility is either poorly enforced or misunderstood by their drivers. A more visible and rigorous system for providing true accessibility, involving vehicle availability and driver training, appears desperately needed.
Alternatives & The Shift Away From 13cabs
Facing repeated issues with 13cabs, many Townsville residents are actively seeking alternatives, with ride-sharing services like Uber and B&W cited as significantly more reliable and positive experiences. Several users explicitly mentioned switching to Uber or B&W after enduring frustrating encounters with 13cabs. One user’s transition to Uber resulted in a prompt arrival and a pleasant conversation, underscoring the stark contrast in service quality.
The consistent failure of 13cabs to meet basic expectations has led many to abandon the service altogether. The phrase "don't waste your time" is repeated throughout the reviews, indicating a widespread frustration and a clear preference for competing options. Some users are even resorting to public transport as a more dependable alternative.
"The bus service is much more reliable." – Typical customer sentiment.
The sheer number of negative reviews, combined with the demonstrable shift toward alternative transportation solutions underscores a catastrophic failure to maintain customer trust and deliver a service that Townsville residents can depend on.