Pros 
Cons A Torrent of Complaints: Unreliability & Booking Confusion
The overwhelming sentiment surrounding Adelaide Independent Taxis (AITaxis) is one of frustration, primarily stemming from a stark disconnect between promised service and actual experience. The current rating of 2.9 stars paints a clear picture – many customers are deeply dissatisfied. Numerous reviews highlight significant issues with punctuality and the reliability of pre-booked rides. Some users report waiting periods exceeding two hours, describing instances where booked vehicles simply drove past with other passengers. This is compounded by a confusing and arguably deceptive distinction drawn by AITaxis between a “booking” and a “request.” Customers are charged a booking fee, yet are then told that a guaranteed pick-up isn’t possible, leading to feelings of being misled.
One user eloquently states, "Honestly would Make sure if you want to go on a flight book 30mins extra and pray they feel like coming. That is not good enough. when you make a booking the night before." This sentiment is reinforced by others who describe chronically late arrivals, impacting travel plans – particularly critical for airport transfers. A common theme is the lack of accountability when these instances occur, with responses like "we don't know what happened" proving insufficient for frustrated customers. The practice of drivers allegedly accepting longer journeys while ignoring shorter, nearby requests further fuels this feeling of neglect, as demonstrated by one reviewer experiencing a 40-minute wait with no ride acceptance. The core issue seems to revolve around operational inefficiency and a apparent prioritisation of vehicle routes. It's clear the current system fails to consistently deliver on basic taxi service expectations.
Incidents of Discrimination & Payment Issues: Eroding Customer Trust
Beyond issues of timeliness, a disturbing number of reviews detail negative encounters raising concerns around discriminatory practices and financial irregularities. The most serious allegation involves a driver refusing service to an elderly lady with a fold-up walking frame on the grounds of inconvenience, a clearly discriminatory action as per Australian law. This incident, meticulously documented with date and time, resulted in a formal complaint being lodged, directly impacting the perception of AITaxis’s commitment to inclusivity and accessibility. While AITaxis boasts wheelchair-accessible parking lot facilities, this incident exposes a disconnect between advertised services and real-world application.
Furthermore, several users recounted instances of incorrect payment processing, with one reporting being charged three times for a single fare. This necessitates extensive follow-up and verification, adding further stress to an already frustrating experience. While the availability of receipts is appreciated, the added burden of chasing refunds and meticulously tracking taxi details highlights a failure of the payment system. The reports of drivers becoming defensive or even demanding customers delete photographs of their identification cards upon fare challenges further erode trust and demonstrate a concerning lack of professionalism. This highlights a need for improved driver training, particularly around customer interaction and dispute resolution.
Rare Moments of Positivity: The Human Element & Effective Communication
Despite the preponderance of negative reviews, a few customers have reported positive experiences, offering a counterpoint to the broader narrative. A key factor behind these positive interactions seems to hinge on the individual drivers and operators. One user specifically praises Attilla, highlighting his promptness, helpfulness with luggage, and overall professionalism in getting them to the airport stress-free, even after multiple Uber cancellations. This emphasizes the importance of driver quality and individual dedication. The ability to speak directly with an operator was also valued, providing a sense of human contact and the possibility of clarifying issues.
Interestingly, even in instances of significant delays or tracking issues, customers appreciated the proactive updates provided by AITaxis about the lack of available drivers. While not a replacement for timely service, keeping customers informed demonstrates a degree of care and transparency. Additionally, one user found their driver’s route to be surprisingly efficient, even if it deviated from their own planned route. These instances, though infrequent within the pool of feedback, demonstrate the capacity for excellent service and highlight the potential for AITaxis to improve on a more consistent basis. They reveal that the potential for positive experiences exists when proper processes and quality drivers are in place.
Alternatives & Future Outlook: A Call for Change
The sheer volume of negative feedback about Adelaide Independent Taxis has driven many customers in search of alternative transportation options. Reviews frequently mention switching to Uber or Didi as a last resort, with users experiencing significantly faster pick-up times and a higher level of reliability. One user's experience – a 5-minute Uber ride after a disastrous 2-hour wait for AITaxis – starkly illustrates the growing preference for competitors. Furthermore, the cost of prioritising taxis over ride-sharing services is felt in supporting a business failing to live up to basic service expectations.
The comments demonstrate that the perception of taxis being a more "professional" service is rapidly diminishing, particularly when weighed against the convenience and dependability of modern ride-hailing apps. For Adelaide Independent Taxis to regain lost ground, a fundamental overhaul of its operational practices is necessary. This includes a reevaluation of booking procedures, investments in driver training, improvements to payment processing systems, and a renewed commitment to non-discriminatory service. Without significant changes, the continued migration of customers to alternative providers—and the potential for legal action based on discriminatory practices—will likely accelerate, further jeopardizing the taxi service’s future in Adelaide.