Pros 
Cons A Pattern of Unreliability: Missed Rides and Cancellations
Queanbeyan Taxis’ current rating of 2.7 stars reflects a significant number of customer experiences marred by unreliability and a frustrating lack of communication. A recurring theme within the reviews is the sudden cancellation of booked rides without any prior notification. Customers have reported waiting upwards of thirty minutes, only to be informed, upon inquiry, that the driver had simply decided not to fulfill the booking. This is particularly egregious given that no phone call or text message is sent to inform the passenger of this change.
Consider this example, shared by one disgruntled customer: "We called for a ride and they agreed to pick us up. After waiting half an hour we called to check on their timing, and they said they had decided to cancel our ride. No phone call, no text, they just decided not to show up." This lack of professionalism demonstrates a concerning disregard for customer time and commitments.
Beyond simple cancellations, the reliance on drivers accepting new jobs over existing bookings appears to be a regular occurrence. This leaves waiting passengers stranded, sometimes for over forty minutes – as one reviewer experienced. The apparent inability of management to control this behaviour is a source of considerable frustration, with customers feeling let down and abandoned. It appears the business isn't consistently upholding commitments, creating a deeply unreliable service.
Driver Conduct – A Cause for Concern
Several reviews highlight troubling incidents related to driver behaviour, raising serious questions about safety and professionalism. Instances of angry outbursts, swearing, and aggressive actions have been reported. One customer recounted a particularly unsettling experience: "Taxi driver very angry at 11:00pm that he had to take me to Ovolo Nishi. Kept swearing under breathe and slammed doors. Felt very unsafe." This is unacceptable behaviour from any transport professional and casts a shadow on the entire organisation.
Further compounding the issue is the apparent lack of accountability. One customer's experience regarding a declined card payment escalated into verbal abuse, with the driver resorting to accusations and attempted departure before the passenger had fully exited the vehicle – described as "absolutely disgusting for a business." The reviews suggest a culture that, at times, fosters unprofessionalism and potentially unsafe interactions.
Here's a breakdown of the reported issues:
| Issue | Description |
|---|---|
| Angry outbursts | Drivers displaying anger and frustration openly. |
| Swearing | Drivers using offensive language, often under their breath. |
| Door Slamming | Aggressive door slamming contributing to an unsafe feel. |
| Verbal Abuse | Drivers using insulting language against customers. |
| Unsafe Feelings | Customers reporting fear and insecurity during rides. |
Glimmers of Hope Amongst the Disappointment
Despite the overwhelming negativity in many reviews, there are a few positive experiences that offer a contrasting perspective—though they are few and far between. One customer praised a specific employee, Lucy, for her exceptional service: "Call Queanbeyan Taxi at 4am and spoke to Lucy she was a LEGEND, who got us a cab to the airport on time after being let down by Canberra Elite taxi services that was booked through they operater.” This highlights the potential for excellent customer service within the organisation, indicating that the issues are not necessarily systemic across the board.
Another positive testimonial speaks to timely and reliable transportation in a specific situation. These accounts, however, are overshadowed by the recurring problems described elsewhere. They serve as a reminder that the potential for good service exists within Queanbeyan Taxis, but it is not consistently delivered.
Addressing the Systemic Issues: A Call for Management Overhaul
The reviews paint a picture of a company struggling with significant systemic issues – from inconsistent driver performance and unreliable booking practices to poor communication and a frustrating lack of recourse for dissatisfied customers. The most cited complaint revolves around the accessibility of support. Multiple customers report difficulty reaching management or someone who can address their concerns effectively.
"Drivers dont care, they will drop pick ups if anything better comes along leaving you waiting for over 40mins..... the service reps are not interesing in the shoddy tactics of the drivers and head office refuses to provide a number to call them.”
This lack of accountability and responsiveness is deeply concerning. One particularly damning review involved an elderly woman and her daughter being left stranded in the cold for over an hour after booking a taxi through an automated system that failed to communicate the company’s closure hours. This preventable incident highlights a critical failure in operational management and underscores the need for a thorough review of procedures. The business needs to prioritise the following:
- Improved Communication: Implement a system for notifying customers of cancelled bookings via SMS or phone call.
- Driver Training & Accountability: Provide stricter training on customer service and professional conduct, coupled with a system for addressing complaints and disciplinary action against drivers exhibiting unacceptable behaviour.
- Accessible Customer Support: Establish clear and readily available channels for customers to voice concerns and receive prompt assistance – including a dedicated phone line for complaints.
- Operational Review: Conduct a comprehensive review of booking systems and operational procedures to ensure accuracy and prevent future incidents like the elderly woman’s experience.
- Uphold booked rides: Drivers should be compelled to fulfill their contractual obligations.