Pros 
Cons A Concerning Pattern of Reliability Issues
Silver Taxi Cab Service – Sydney Airport, operating out of Lindfield, currently holds a concerning rating of 1.7 out of 5. Review after review paints a picture of significant unreliability and a frustrating lack of communication. The core complaint centres on missed bookings and a seeming inability to fulfil commitments, particularly critical when accessibility options – highlighted as a facility offered – are required.
One parent's experience exemplifies the problems. They booked a taxi to ensure their child arrived at school after a missed bus, with an initial ETA of just 10 minutes. This promise proved hollow, and repeated calls to Silver Taxi yielded only evasive responses, including a claim – disputed by the parent – that the company attempted to contact them about a lack of available cabs. This dismissal of responsibility, even after extended waiting periods, is a common theme in the feedback.
The issues aren't limited to a single instance. Multiple users recount failures in wheelchair accessible bookings, a feature Silver Taxi explicitly advertises. A heartbreaking experience involved a missed appointment at the San Hospital for a patient at an aged care facility. Crucially, the lack of a proactive courtesy call to advise of the cancellation compounded the distress, demonstrating a significant gap in customer service and consideration for vulnerable individuals. The promise of accessibility, then, feels bitterly ironic given these consistent failures.
"If a wheel chair taxi was not available, a courtesy call to advise of the unavailability would have been useful." - Verified Reviewer
The frequency of these letdowns suggests a systemic problem, possibly stemming from inadequate driver allocation, a flawed booking system, or a lack of effective communication protocols.
Driver Communication and Unexpected Delays: A Source of Constant Anxiety
Beyond outright cancellations, a recurring issue is the absence of vital communication from drivers. A customer booked a cab for 1.50pm in Turramurra and was assured the driver would call upon approaching. Weeks later, the promised call never materialised, highlighting a complete breakdown in basic service expectations and a disregard for customer time.
This lack of transparency creates unnecessary anxiety and frustration. Customers are left wondering whether a driver is even en route, or if the booking has been forgotten entirely. The "not really but you catch my drift" remark from one reviewer perfectly encapsulates the sense of disbelief and wasted time customers feel dealing with Silver Taxi.
| Issue | Description | Impact on Customer |
|---|---|---|
| Driver No-Call | Drivers fail to contact customers upon approach. | Uncertainty, wasted waiting time, potential for missed appointments. |
| Late Arrivals | Frequent instances of significant delays beyond promised ETAs. | Stress, disruption to schedules, missed connections. |
| Lack of Updates | No communication regarding booking changes or delays. | Feelings of being ignored and undervalued. |
The sheer persistence of these issues points to a deeper problem: a failure to prioritise clear and consistent communication with customers, even when delays occur.
Pricing Concerns and Limited Service Availability
While reliability is the most prominent area of concern, cost and general availability also warrant mention. Several reviewers flag Silver Taxi’s services as expensive. This is particularly frustrating given the frequent failures to deliver on booked rides. Paying a premium for a service that often doesn't materialise creates a deeply unfavourable experience.
The limited availability of cabs further exacerbates the problems. Some customers report outright "No service available," even when attempting to book rides well in advance. This suggests a potential shortage of drivers or an inability to effectively manage demand, leaving customers stranded and without necessary transportation. It begs the question: why advertise accessibility features when the service can’t consistently deliver, even without special requirements?
It's difficult to justify the price point when service delivery is so consistently compromised. Customers feel they are paying for a reliability that simply isn’t being provided. The combination of high costs and unpredictable service creates a negative perception and discourages repeat bookings.
Accessibility Promises Unfulfilled: A Serious Disappointment for Those Who Need It Most
Silver Taxi’s profile highlights accessibility ("Wheelchair accessible seating") as a key facility. However, the reviews strongly suggest this promise is routinely broken, and the consequences are particularly damaging for those who rely on wheelchair-accessible transportation. The report of a missed medical appointment for an elderly patient reliant on a wheelchair taxi is a deeply worrying example.
The failure to provide accessible transportation, coupled with the lack of a proactive courtesy call, demonstrates a failure to adequately support vulnerable groups within the community. Offering accessibility options is meaningless if those options cannot be reliably delivered.
It’s not simply about missed bookings; it's about the serious impact this has on individuals with disabilities and their carers. A reliable accessible taxi service is a vital lifeline for many, and Silver Taxi’s current performance falls dramatically short of this expectation. This reinforces the feeling that accessibility is listed as a feature for marketing purposes, rather than genuinely integrated into the operational framework of the company.
To contact Silver Taxi Cab Service: +61 1300 982 395. Their address is: 187 Pacific Hwy, Lindfield NSW 2070, Australia.