Pros 
Cons A Torrent of Complaints: Recurring Issues with 13cabs
The overwhelming consensus regarding 13cabs in Ipswich paints a deeply concerning picture. A dismal 2.5-star rating mirrors the alarming volume and severity of customer complaints. It seems consistent, reliability, and respectful driver behaviour are significant areas where 13cabs is failing. Reports detail a pattern of issues far beyond simple delays. We've seen multiple accounts of drivers refusing rides despite pre-booked and paid-for fares, citing discrepancies in commission amounts – a practice that borders on extortion. One customer paid a pre-booked fare of $93 only to be told by the driver that an additional amount was needed and refused service. The company's response, or lack thereof, to this situation – with a promised refund still pending after a week – is adding fuel to the fire.
Beyond fare disputes, several reports point to dangerous driving practices. One particularly disturbing account detailed a driver stopping in the middle of the road and verbally abusing an elderly woman in a wheelchair, holding up traffic in a school zone. Others have recounted instances of driving on the wrong side of the road, illegal overtaking, and speeding, including a near-miss accident approaching a roundabout. A customer expressed regret at not having a dashcam to document a particularly reckless incident. These allegations, if proven true, are profoundly serious and demand immediate investigation and driver accountability. There has also been a description of a completely bizarre occurrence when a customer was told their journey was complete but no taxi ever arrived.
Systemic Failures: Booking Issues and Disconnective Communication
The issues aren't just limited to driver behaviour; 13cabs' systems and customer service appear to be deeply flawed. The shift to online/app-based bookings is proving problematic for those without access to smartphones or who prefer traditional methods. One customer described frustration with the new telephone booking system – noting the difficulty in pre-booking a taxi for a specific time from a payphone or device lacking app functionality. Furthermore, long wait times on the phone are common, with one elderly customer enduring a five-minute hold before being abruptly disconnected by a rude employee who suggested they navigate to a website to make a booking.
Here is a summary of booking and communication issues:
| Issue | Description | Frequency |
|---|---|---|
| Online Booking Failure | Unable to book via the online platform for extended periods. | Frequent |
| Excessive Wait Times (Phone) | Long hold times when calling to book a taxi. | Very Frequent |
| Abrupt Disconnections | Call handling issues, including being hung up on mid-conversation. | Occasional |
| Booking Confirmation Discrepancies | Receiving notifications of completed journeys when no taxi has arrived. | Isolated |
| Lack of Communication | Failure to respond to complaints and refund requests. | Frequent |
| Inability to Pre-Book (Limited Devices) | Difficulty booking through devices that don't support apps | Moderate |
These problems are not isolated incidents. They consistently point to a lack of investment in customer service training and offer a glimpse into a company struggling to adapt to modern customer expectations.
Comparison with Uber: A Stark Contrast
The stories regarding 13cabs' performance are often contrasted with positive experiences with Uber, and this comparison further highlights the issues at hand. Customers have repeatedly praised Uber for its reliability, promptness, polite drivers, and clean vehicles. One customer’s experience, a nine-minute wait followed by a friendly, clean, and cheaper ride, stands in sharp contrast to the frustrations encountered with 13cabs. The shift in preference is clear – with many customers actively choosing Uber as a viable alternative due to the dependability and convenience it offers, demonstrating the changing landscape in transportation and taxi services. This paints a picture of a service facing stiff competition and a dwindling customer base.
The Road Ahead: A Question of Survival
The repeated and serious nature of the criticism leveled against 13cabs raises significant concerns about its long-term viability. The combination of unreliable service, questionable driver behaviour, and unresponsive customer support creates a deeply negative experience for those attempting to use the service. The erosion of trust and the ease of switching to competitors like Uber are accelerating the decline of traditional taxi services, and 13cabs appears to be a prime example of this trend. The allegations of fraud and dangerous driving practices, if substantiated, could also trigger legal and regulatory action, further jeopardizing the future of this Ipswich-based taxi service. It is evident that meaningful changes—including improved driver vetting, enhanced customer service training, and a complete overhaul of the booking system—are urgently needed if 13cabs hopes to survive in the modern transportation market.