Pros 
Cons A Torrent of Complaints: Recurring Themes in Black & White Cab Reviews
Black & White Cabs, operating out of Rockhampton City, Queensland, currently holds a concerning rating of 2.9 out of 5 stars. Examining the reviews paints a picture of significant inconsistency and recurring issues that plague their service. Several patterns emerge when analysing passenger experiences, pointing to systemic problems far beyond isolated incidents. A disturbing number of complaints revolve around dishonest driver behaviour and a seeming lack of accountability from Black & White Cabs management.
- Price Gouging and Meter Manipulation: Multiple reviewers allege instances where drivers deliberately circumvent pre-negotiated fixed prices, starting the meter regardless. They then deny the agreed-upon price, essentially accusing the passenger of fabricating the agreement. This appears to be a particularly frustrating issue, indicating a potential problem with driver training or, worse, outright fraudulent behaviour.
- Booking Failures & Unreliable Service: A significant portion of complaints centre around failed bookings, cancellations, and outright failure to appear. The "Track Your Booking" app is repeatedly criticised for providing inaccurate information, leading to confusion and wasted time. Examples include:
- Pre-booked maxi taxis failing to materialise, leaving passengers stranded and jeopardising travel plans (airport trips being a common casualty).
- Automated systems cancelling bookings and creating new ones, resulting in lost time and frustration.
- The app displaying “searching” status even when there are no available vehicles.
- Navigation Issues & Route Manipulation: There are accounts of drivers taking unnecessarily long routes, deliberately attempting to inflate fares. One reviewer specifically mentioned a driver seemingly ignoring navigation instructions and taking a longer route despite being shown the correct path. This suggests a lack of professionalism and a willingness to exploit passengers. This is exacerbated by the fact that Black & White Cabs are already perceived as charging higher fares than competitors.
- Lack of Customer Service Support: Perhaps the most damning pattern is the apparent indifference displayed by the call centre staff. Numerous reviewers reported contacting the call centre to address issues (primarily regarding fraudulent pricing), only to be met with a dismissive attitude and a refusal to investigate or offer any meaningful resolution. This lack of support reinforces the feeling of being taken advantage of and leaves passengers feeling unheard.
The Good, the Bad, and the Driver: A Tapestry of Experiences
While the overwhelming narrative surrounding Black & White Cabs is negative, it's important to acknowledge the limited positive feedback. These experiences, however, often highlight the key element missing in many negative encounters: a responsible and courteous driver.
| Positive Experiences | Negative Experiences |
|---|---|
| Prompt and easy service for early morning airport drop-offs. | Drivers taking longer routes and inflating fares. |
| Polite and professional drivers demonstrating excellent customer service. (Specifically mentioned “John,” an Aussie driver). | Lack of communication and driver accountability regarding pricing discrepancies. |
| Reliable service when booked in advance (though increasingly rare according to review trends). | Pre-booked taxis not turning up. |
| Simple app interface that users find easy to use (when it works). | Tracking app consistently providing inaccurate information. |
The stark contrast between the positive and negative experiences suggests that the driver is a key variable in the overall quality of service. When drivers adhere to best practices – taking the correct route, providing polite service, and adhering to agreed-upon fares – the experience can be positive. However when they do not, passengers feel extremely let down, and these instances are further compounded by the lack of support from the company when complaints are raised. This variability leaves passengers unsure of what to expect should they need a Black & White Cab.
Accessibility and Beyond: What Black & White Cabs Offers (and Where they Fall Short)
According to their publicly listed information, Black & White Cabs prioritizes accessibility, providing both wheelchair-accessible entrances and wheelchair-accessible parking. This is a commendable commitment, showcasing an effort to cater to passengers with disabilities. This indicates a level of awareness for a diverse clientele. However, the negative reviews suggest that accessibility isn't the only area where the company needs improvement.
The contradictory nature of the reviews reveals a potentially deep issue - there's a disconnect between stated policy and lived experience. Despite offering accessible options, reviews related to those features were limited, perhaps implying a need for a greater focus on training drivers on inclusivity and disability awareness or that only a small fraction of drivers are properly equipped for passengers with mobility requirements.
Here’s what Black & White Cabs offers in terms of accessibility:
- Wheelchair Accessible Entrance: Vehicles equipped to accommodate passengers using wheelchairs.
- Wheelchair Accessible Parking Lot: Designated parking areas for wheelchair users, presumably at pick-up and drop-off locations.
Unfortunately, accounts of poor service, unreliability, and driver misconduct overshadow this potential strength. Accessibility is meaningless if the basic tenets of reliable transportation – safety, punctuality, and fair pricing – are not consistently met.
A Stark Comparison: The Rise of Alternatives & Customer Dissatisfaction
The growing number of passengers turning to alternative transportation options like Uber highlights the significant erosion of trust in Black & White Cabs. The comparisons are striking:
"From now on, I will only take Uber, as their pricing and routes are clear." - A disgruntled customer.
This sentiment reflects a broader trend. Customers are increasingly valuing transparency in pricing, predictable arrival times, and reliable service. Black & White Cabs, with its complex issues and perceived lack of accountability, is struggling to meet these expectations.
The fact that passengers are proactively opting for alternatives, especially given Uber’s often fluctuating pricing, demonstrates the depth of dissatisfaction. It highlights the need for Black & White Cabs to fundamentally address the concerns outlined in customer reviews. Without significant and demonstrable improvements to driver training, dispatch procedures, customer service responsiveness, and transparency in pricing, it's difficult to see how Black & White Cabs can regain the trust of the Rockhampton community. A focus on restoring reputation is vital if the company is to compete effectively in the modern transport landscape.