Pros 
Cons The Recurring Nightmare: Cancellations and Unfulfilled Bookings
Orange Taxis has garnered significantly negative feedback regarding its reliability, particularly concerning last-minute cancellations. Multiple customer reviews paint a consistent picture of accepting bookings only to have them abruptly cancelled, often multiple times in a row. Taxis numbered 202, 3175, and 304 are frequently cited as perpetrators of this frustrating issue. This pattern isn’t just an inconvenience – it’s significantly impacting people’s lives.
"Taxi 202 is famous for accepting jobs, making you wait over 8 minutes only to cancel. This has happened multiple times... This service has made me MULTIPLE times 30mins to a hour if not more late for work."
The transparency surrounding this behaviour is virtually non-existent. Customers express that administrative channels are unresponsive, compounding the issue. Imagine relying on a pre-booked taxi at 4:00 a.m. or 4:30 a.m. to catch an early train, only to be left stranded with the constant anxiety of cancellations and the inability to reach anyone for answers. One customer recounts the stressful experience of their parents missing their train due to a no-show after pre-booking. The frequency of these occurrences suggests a systemic problem within Orange Taxis’ dispatch system, rather than isolated incidents. It leaves potential customers questioning the validity of pre-booking altogether. Users are advised to actively monitor their booking app and consider alternative transportation options, acknowledging the service is unlikely to be reliable.
Hidden Costs & Questionable Fare Practices
Beyond the reliability issues, several customers have raised concerns about the fare structure employed by Orange Taxis. While a single late pick-up might be understandable in certain circumstances, the additional fees layered on top of a standard fare have raised eyebrows. One customer detailed the following breakdown:
| Item | Cost |
|---|---|
| Fare | $20 |
| NSW Gvt Levy | $1.32 |
| Booking Fee | $4.00 |
| Service Fee (Card Usage) | $1.31 |
| Total Additional Fees | $6.63 |
| Total Cost | $26.63 |
This resulted in a 38% increase to the initial fare, prompting the user to question the value received for the additional expenditure. The customer recognized that Uber offered a similar quote ($20) but wasn't available at the time. However, the disparity in both cost and service reliability is pushing many to prioritize Uber over Orange Taxis. Furthermore, one customer detailed a significant location discrepancy – being dropped behind the hospital instead of the intended destination, further adding to the frustration.
Accessibility & Limited Early Morning Support
Orange Taxis does appear to offer accessibility features, advertising wheelchair accessible entrances and parking. This is a positive aspect of their service. However, the struggles experienced during early morning bookings significantly detract from any potential positives. The core issue appears to be a consistent inability to secure drivers for pre-arranged pick-ups, particularly during crucial early morning hours.
- Customer service claims of "still trying to locate a driver" become hollow when apps indicate several taxis are readily available nearby.
- Providing a wait time is apparently beyond the service’s capabilities, leaving customers to navigate an uncertain situation. This boils down to a failure in driver allocation and communication, leaving customers in a state of unnecessary anxiety and ultimately, potentially missing important appointments or transport.
- The reported lack of administrative availability reinforces concerns about the overall operational efficiency and commitment to customer satisfaction.
A Call for Change: Is Orange Taxis Reforming?
The overwhelming sentiment from Orange Taxis customers is one of disappointment and frustration. Regular instances of missed bookings, coupled with a perceived lack of accountability from the administrative team are significantly hindering the taxi company's reputation. The reliance on technology – including booking apps – isn't translating to a positive user experience, often adding to the stress rather than alleviating it.
The consistent criticism suggests a need for internal reform, potentially including:
- Improved Driver Management: A system to prevent drivers from accepting and subsequently cancelling bookings. Perhaps penalties for frequent cancellations should be implemented.
- Enhanced Communication: Providing accurate wait times and proactively communicating any delays to customers.
- Responsive Administration: Making administrative staff more accessible and better equipped to handle customer complaints effectively.
- Fare Transparency: A clearer breakdown of all fees applied to fares to avoid unexpected and potentially inflated costs.
- App Reliability: Improvement of the app which is noted to “stuff it up” on occasion
The numerous negative reviews are a clear signal that Orange Taxis needs to address the underlying issues causing these widespread customer concerns if they are to retain a viable position within the transport landscape of Orange.