Pros 
Cons A Foundation of Positives: Promptness and Politeness
Tamworth Cabs, operating from 49 Gunnedah Rd, Taminda NSW 2340, initially presents a picture of reliable service – at least, according to a segment of its customers. Recurring themes in positive reviews highlight consistently punctual arrivals when booked. Several users explicitly mention drivers being friendly and polite, creating a welcoming and comfortable experience. Cleanliness of the cabs is also frequently praised, contributing to an overall pleasant journey.
The automated booking system, while contentious for some (more on that later), is demonstrably efficient for those who appreciate its modern approach. Clients receive text updates, including a link for real-time tracking and a notification alerting them to the cab’s imminent arrival. This level of communication is a welcome feature for many, providing a sense of security and control. The accessibility features are also a significant plus – Tamworth Cabs boasts wheelchair-accessible entrances and parking, making the service inclusive for those with mobility needs.
Here's a summary of the appreciated aspects:
- Punctual Bookings: Consistent arrival times as scheduled.
- Friendly Drivers: Polite and welcoming interactions with drivers.
- Spotless Cabs: Clean and well-maintained vehicles.
- Automated Convenience: Text updates with tracking links.
- Accessibility: Wheelchair-accessible facilities and vehicles.
The Automated Frustration: System Glitches and Impersonal Service
While the automated system offers convenience, it’s simultaneously a major source of complaints for many who’ve used Tamworth Cabs. The lack of direct human contact is consistently cited as a significant drawback, particularly when issues arise. Users express frustration at being unable to speak to a person to resolve problems quickly or clarify booking details. The reliance on automated prompts becomes a hindrance when trying to address errors or seek assistance.
Several specific system-related incidents have been reported, demonstrating a concerning lack of reliability. Instances of:
- Incorrect Driver Notifications: Tracking systems indicating a driver arrived at the wrong location, while the taxi hadn’t even been dispatched.
- Taxi Non-Arrivals: Bookings simply not materializing, with excessive wait times (up to 30 minutes and beyond) and no explanation or resolution offered by staff.
- System Errors Preventing Rebooking: Drivers falsely marking passengers as "no-shows," blocking subsequent bookings and causing significant distress, especially when time-sensitive (like missing a flight).
- Unresponsive Staff: Lack of clarity or assistance from staff when attempting to inquire about wait times or resolve issues.
Disturbing Incidents and Safety Concerns: A Pattern of Behavior
Beyond system failures, a troubling pattern of unprofessional and even concerning behaviour by some drivers has emerged from customer reviews. These issues are deeply concerning and highlight a potential need for improved driver screening and accountability.
Examples of these incidents include:
- Following Passengers: Reports of drivers following passengers after dropping off additional riders, leading to intimidation and safety concerns. One incident involved verbal abuse directed at a driver and subsequent pursuit onto private property.
- Dangerous Driving: Accounts of drivers exceeding speed limits (50-60 km/h in a 70 km/h zone), putting passengers and other road users at risk.
- Unprofessional Conduct: A driver's decision to abruptly stop a journey 300 meters from a passenger's destination and falsely mark them as a no-show represents a serious breach of professional conduct.
- Exploitation of Vulnerable Customers: The most disturbing account involves a driver demanding a walker as collateral when a card machine malfunctioned, essentially holding an elderly woman’s essential mobility aid hostage. This is viewed as absolutely abhorrent.
“Telling an 80 year old to get out the cab and they were keeping her walker as collateral because the card machine wouldn’t work and she had no cash to pay.. absolutely disgusting .. worst service ever” - A concerned customer.
A Business Perspective: Owner’s Response and Potential for Improvement
The owner’s responses to some negative reviews – particularly offering a job to the reviewer instead of addressing their concerns – have been widely perceived as dismissive and further damaging to the company's reputation. This approach deflects responsibility rather than demonstrating a commitment to resolving service issues.
To regain customer trust, Tamworth Cabs needs to address these criticisms head-on and implement tangible improvements:
- Increased Driver Accountability: Enhanced screening processes, stricter adherence to road rules, and a zero-tolerance policy for unprofessional or harassing behavior.
- Human Support System: A readily available and responsive customer service line to handle issues effectively and provide personalized assistance.
- System Overhaul: Addressing the technical glitches within the automated booking system to ensure accuracy and reliability. A fail-safe system must be in place for manual bookings when technological issues arise.
- Transparency and Communication: Openly acknowledging the issues raised in customer reviews and detailing the steps being taken to rectify them.
- Driver Training: Regular refresher courses on customer service skills and safe driving practices.
The phone number +61 2 6766 1111 remains the primary contact point, but potential customers weigh the convenience of the system heavily against the potential pitfalls.