Pros 
Cons A Patchwork of Experiences: What Customers Are Saying
Twin City Cabs, a long-standing taxi service operating out of Kalgoorlie, Western Australia, currently holds a 2.9-star rating. Browsing through recent customer feedback reveals a distinctly mixed picture – a blend of heartfelt praise for individual drivers and serious concerns regarding reliability and service quality. The phone number to contact them is +61 8 9021 2177 and their address is 4-6 Cassidy St, Kalgoorlie WA 6430. The reviews suggest a service grappling with inconsistencies; some patrons report exceptional experiences, while others face frustrating delays and unprofessional behaviour. This article explores the myriad perspectives surrounding Twin City Cabs, aiming to provide a comprehensive overview of their strengths and weaknesses as perceived by those who’ve utilised their services.
"Normally good service, but I should be ordering a cab 30 minutes before I start work and be late. No explanation from anyone except 'you are in the queue,' which is no help at all." - A Recent Customer
The data highlights a prevalent pattern: unpredictable wait times. A recurring theme across numerous complaints centres on extended delays, sometimes exceeding an hour. Customers have reported booking cabs with substantial lead time – in some instances, 30 minutes before work – only to arrive late due to the taxi not arriving. The responses from Twin City Cabs to these concerns appear, according to the reviews, to be inadequate, often limited to a dismissive "you are in the queue" explanation. This lack of transparency and proactive communication leaves customers feeling stranded and undervalued. Let's break down this waiting time issue a little further:
| Complaint Type | Average Wait Time Reported | Response from Twin City Cabs (Reported) |
|---|---|---|
| Standard Booking | 20-40 minutes (regular occurrences) | "You are in the queue" |
| Urgent Booking (e.g., to catch a train) | 40-60 minutes+ | No explanation offered in some instances |
| No-Show | N/A | N/A |
The Shining Stars: Shout-Outs to Exceptional Drivers
Despite the documented challenges, a significant number of customers have lauded Twin City Cabs for the outstanding service provided by certain drivers. This stands in stark contrast to some of the criticisms, demonstrating that individual driver performance can drastically impact the overall customer experience. Notably, mentions of Moiz have been overwhelmingly positive:
- Moiz: Repeatedly praised for being “very accommodating,” “very nice,” and deserving a “raise 100%.” Customers specifically appreciated his safety focus and the enjoyable music he played. The sentiment here clearly suggests Moiz goes above and beyond to provide a positive and reassuring journey.
- Last-Minute Saviour: One reviewer shared a story of extreme gratitude, highlighting how Twin City Cabs rescued them from a situation where another booking service failed to appear, enabling them to catch a connecting train to Perth. This illustrates the potential for Twin City to be a lifeline in critical circumstances.
- Knowledge & Helpfulness: A customer unfamiliar with the area expressed gratitude for Twin City’s helpfulness in navigating Kalgoorlie. This suggests the service can provide more than just transportation; it can also offer local expertise.
- A customer felt reassured by a driver and described him as safe.
These positive testimonials are crucial; they highlight the potential for Twin City to deliver a consistently high standard of service if such qualities were replicated across the board. It suggests a need to identify and reward these exceptional drivers – potentially through incentives or recognition programs – to encourage similar behaviour from the wider team.
Problem Areas: More Than Just Delays
While delays are the most frequently cited issue, the reviews indicate further areas of concern for Twin City Cabs. Beyond the frustrating wait times, several clients have reported unsettling experiences such as:
- Incorrect Drop-Off Locations: One customer reported being taken to the opposite side of the road from their intended destination, demonstrating a lack of attention to detail and potentially causing inconvenience and safety hazards.
- Bag Mishaps: A particularly concerning incident involved a driver attempting to depart the airport with a customer’s suitcase still in the boot of the car. This reflects poorly on professionalism and raises questions about accountability.
- Discrimination Concerns: A customer alleges they were refused service due to having a small dog, leading to feelings of being stranded and highlighting a potential policy conflict with accessibility and inclusivity. While not all transportation providers accept pets, the customer felt unfairly refused and it understandably caused distress.
- Communication Breakdown: The repeated "you are in the queue" response, particularly when faced with significant delays, showcases a lack of adequate communication and proactive problem-solving. Customers deserve more than a generic answer, especially when their plans are being disrupted.
These incidents indicate a need for stricter driver training on navigation, baggage handling, and adherence to non-discriminatory practices. Improved communication protocols, including providing regular updates on estimated arrival times and explaining the reasons for delays, are also essential.
A Service in Need of Refinement
Twin City Cabs clearly has potential. The overwhelming positivity regarding specific drivers and instances of critical assistance demonstrate the service's capacity for excellence. However, the consistent complaints regarding delays, unprofessional behaviours, and inadequate communication are serious concerns. Addressing these issues requires a multi-faceted approach:
- Dispatch System Overhaul: Re-evaluate the dispatch system to better manage demand and reduce wait times. Perhaps real-time tracking and optimised route planning could be implemented.
- Driver Training & Accountability: Implement mandatory training programs covering navigation, customer service, baggage handling, and non-discrimination policies. Establish a clear system for handling complaints and addressing driver misconduct.
- Communication Protocol: Develop a standardised communication protocol that provides customers with regular updates on their booking status and explanations for any delays. Encourage proactive communication from drivers.
- Feedback Mechanism: Establish a more robust feedback mechanism, allowing customers to easily share their experiences and suggestions for improvement. This feedback should be actively analysed and used to inform operational changes.
- Consider 24/7 operation: The opening_hours are unknown (empty). 24/7 operation would be a large benefit to travellers.
By prioritising these improvements, Twin City Cabs could transform from a service offering a mixed ride to one consistently delivering a reliable, professional, and customer-focused experience in Kalgoorlie.