Pros 
Cons A Cascade of Complaints: Reliability and Driver Conduct Concerns
Coffs Taxis (13cabs Coffs Harbour) currently holds a concerning customer rating of 1.90 out of 5, and a significant portion of recent feedback paints a picture of systemic issues regarding reliability and driver behaviour. The overwhelming narrative among many reviewers centres around unfulfilled bookings and unacceptable interactions.
Several customers have detailed frustrating experiences with online booking failures. Three separate attempts to book a taxi online resulted in no arrival – despite waiting for a full hour without any form of communication. This points to potential flaws in the AI booking system and a lack of support for those who prefer it. An automated system proving unreliable is a significant detractor for many.
Beyond missed bookings, the "no-show" phenomenon is a recurring theme. One reviewer experienced a 70-minute delay, which, tragically, prevented them from reaching a crucial medical appointment, ultimately requiring an ambulance. Another reported repeated attempts (3-4 calls over an hour and a half) to secure a taxi to Boambee, only to be met with silence and no arrival. The consistently unreliable service is leaving people stranded and needing alternative transport, sometimes at considerable expense. The company's apparent inability to guarantee driver availability is a major cause for concern.
Perhaps the most alarming criticism revolves around driver conduct. One concerned citizen witnessed a potential altercation at a service station, believing a Coffs Taxis driver was verbally abusing an elderly couple. Though the recording attempt failed due to battery limitations, it highlights a disturbing perception of driver behaviour. Witnesses question whether the firm is thoroughly vetting and training its staff to an acceptable standard. This negative behaviour significantly impacts the brand’s reputation in Coffs Harbour.
Shining Lights: Exceptional Service & Personal Touches
Despite the widespread criticisms, it’s not all doom and gloom. Amidst a sea of complaints, a few reviewers have shared genuinely positive experiences, highlighting the difference a dedicated and courteous driver can make.
Phillip, a Coffs Taxis driver, has received exceptional praise for going above and beyond. One customer highlighted Phillip's considerate actions - assisting with luggage, both upon arrival at Coffs Harbour Airport and at their destination. This seemingly small gesture, unloading bags from the boot, is described as incredibly rare for Coffs taxi services currently (and includes mentioning both 13cabs and Chasa taxis for comparison). The customer expressed profound gratitude for this act of kindness, emphasising the impact of such personal service. This illustrates that there are drivers within Coffs Taxis who are committed to providing a high level of customer care.
This contrasting narrative underscores a potential disparity within Coffs Taxis – a segregation between drivers who are dedicated to genuine service and those who fall short. Highlighting these exceptional drivers could provide a blueprint for improved standards across the board.
Accessibility at the Forefront: A Positive Feature
One area where Coffs Taxis seemingly excels is accessibility. Located at 11 Hi-Tech Dr, Toormina, the service boasts both wheelchair accessible entrance and parking, demonstrating a commitment to inclusivity. This inclusion significantly benefits individuals with mobility challenges, allowing them to readily access taxi services.
Here's a breakdown of Coffs Taxis' accessibility features:
| Feature | Enabled? |
|---|---|
| Wheelchair Accessible Entrance | Yes |
| Wheelchair Accessible Parking Lot | Yes |
This proactive approach to accessibility is commendable and differentiates Coffs Taxis from other services in the region which may lack comparable facilities. It would be helpful to advertise these facilities more prominently, especially online, to ensure individuals who require them are aware.
Navigational Hiccups & Communication Breakdown
Beyond driver conduct and reliability, challenges with navigation and communication have also emerged as recurring issues. One passenger recounted being left stranded in the rain after booking a taxi, with the driver pulling away whilst they were approaching the vehicle. The driver, identified as Kenneth, was otherwise praised, suggesting a disconnect between intent and action.
Another reviewer mentioned struggling to communicate their desired destination, resulting in the driver needing to improvise a route to a medical centre entrance. This highlights a possible need for improved driver training or navigation tools to facilitate clearer communication and ensure passengers reach their intended location. Clearer communication with the customer and an accessible mapping system might resolve many issues.
Furthermore, the reliance on automated phone responses, especially when attempting to resolve booking issues (as reported by multiple customers), contributes to the frustration of those seeking assistance. A more responsive, human-centric approach to customer service could significantly improve the passenger experience.