Pros 
Cons Navigating the Disappointments: Recurring Complaints & Concerns
Geelong Taxi Network's 2.6-star rating doesn't lie – a significant number of customers have voiced serious concerns regarding reliability and customer service. Recurring themes emerge within the feedback, painting a picture of inconsistent performance. The biggest frustrations revolve around booking issues and tardiness. Several users pre-booked taxis, often days in advance, anticipating a punctual pickup. Instead, they experienced cancellations at the last minute, leaving them stranded. One customer's experience, needing to reach a South West Coach Lines departure for Perth, was particularly harrowing, forcing a difficult and painful walk with luggage due to a no-show. Pre-booking, designed to mitigate issues, ironically caused them.
The delayed arrival issue isn't isolated to pre-booked rides. Even spontaneous bookings can be plagued by lengthy waits and vague communication. Customers have reported being told simply, "We're still looking for a taxi," with little clarity on when a vehicle might become available. The app showing a taxi "stopped" while the customer waited highlighted a disconnect between the operational reality and what was communicated. The consequences of these delays are severe, impacting commitments such as catching buses and, in a heartbreaking case, missing an international flight. A long-standing Geelong bus driver also highlighted a related frustration: taxis consistently parking in bus bays, disrupting service and creating unnecessary congestion. This suggests a broader issue of disregard for other transport providers.
Here's a summary of the most prevalent concerns:
- Last-Minute Cancellations: Pre-booked taxis being cancelled with minimal notice.
- Unexplained Delays: Significant wait times with poor communication regarding the whereabouts of taxis.
- App Inaccuracies: Discrepancy between app information and the actual status of a taxi.
- Disruption to Public Transport: Taxis occupying bus bays impacting bus schedules.
Overcharging and Unsafe Driving: A Question of Ethics and Safety
Beyond the issues of timeliness, a disturbing number of users have reported receiving exorbitant fares and experiencing unsafe driving practices, leading to serious concerns about the ethics and safety of Geelong Taxi Network's operations. One customer was charged a staggering $33.01 for a mere 7-minute journey from Leopold to Wallington Homestead, prompting accusations of taking advantage of the customer’s need to get to work early. The situation was further compounded by the driver actively pushing the front passenger seat forward to conceal the meter—a decidedly misleading tactic.
This incident isn't an isolated one. Another customer was quoted $40 for a 10-minute ride, a price significantly higher than what Uber Comfort offers. The combination of inflated fares and questionable pricing transparency suggests a potential systemic problem within the network. Equally alarming are the accusations of careless and unsafe driving. One customer explicitly stated the driver was driving “purposely slow and not driving within the lanes”, creating a deeply uncomfortable and unsafe environment. The pointed mention of feeling uncomfortable and unsafe underscores the seriousness of this claim and highlights a potential need for stricter driver vetting and ongoing training.
| Concern | Description | Severity |
|---|---|---|
| Overcharging | Exorbitant fares for short distances. | High |
| Meter Concealment | Driver obstructing view of the meter. | High |
| Careless Driving | Unsafe practices, erratic lane positioning. | High |
| Pricing Discrepancy | Higher fares compared to competitors (Uber) | Medium |
Flickers of Positivity and the Need for Improvement
Despite the significant criticisms, a handful of customers have had positive experiences with Geelong Taxi Network. These accounts highlight the potential for a better service – one where quick response times, pleasant drivers, and a comfortable ride are the norm. Comments praising "great response times" and "great drivers" indicate that some drivers are providing exceptional service, suggesting that the core competence exists within the network. However, these positive experiences are overshadowed by the weight of the negative feedback.
The contrasting nature of the reviews reveals a systemic issue rather than isolated incidents. It’s clear that consistent quality control is lacking. The examples of a pre-booked ‘classier sedan’ delivered as a “battered up old yellow cab” illustrates a significant disconnect between customer expectations and the service actually provided. To compete effectively with modern ride-sharing services like Uber, Geelong Taxi Network must address the glaring inconsistencies in its service delivery. Investing in driver training, implementing more transparent pricing policies, and improving the reliability of pre-booking are crucial steps. The positive experiences demonstrate that the foundation for a reliable and customer-focused service exists, but it needs to be built upon with significant and sustained effort.
Customer Reactions and Calls for Accountability
The sentiment expressed by customers is overwhelmingly negative, ranging from annoyance and disappointment to outright anger and warnings to prospective users. Many are firm in their decision to never use Geelong Taxi Network again, citing a lack of accountability and an apparent disregard for customer satisfaction. The strong language employed – phrases like “minus 0,” “service is a joke,” and “should be ashamed of themselves” – underscores the level of frustration. A customer’s description of an "arrogant prepay demand by a paranoid arrogant Indian clown" (though potentially biased and requiring thoughtful consideration) further exemplifies a breakdown in professionalism and customer interaction. The subsequent harassment via phone calls after the incident adds another layer of concern.
Several customers have formally lodged complaints with supervisors and the company, demanding apologies and refunds – a testament to the severity of their experiences. The active forwarding of complaints to higher authorities showcases a desire for systemic change and accountability within the network. Importantly, the prominent calls for warnings to potential users ("This is a warning to everyone…") highlight the impact of the negative reviews and the urgency for Geelong Taxi Network to proactively address its shortcomings and repair its reputation. The question remains: will these calls for accountability be heeded, and will Geelong Taxi Network take the necessary steps to ensure a better experience for all users?