Pros 
Cons Navigating the System: Reliability & Booking Woes
Black & White Cabs, operating out of 117 Campbell St, Toowoomba City, holds a concerning 3.2-star rating, and the user feedback paints a picture of significant inconsistency in service. A recurring theme is the unreliability of bookings, particularly pre-booked cabs. Multiple users have reported failing to secure a cab when needed, even for crucial appointments like early morning hospital procedures. The frustrating experience of waiting extended periods – often over an hour and a half – despite assurances that a vehicle is "next in line" is a common complaint. This extends to airport pick-ups too, where assurances from phone representatives that cabs will be readily available have proven inaccurate, leaving passengers stranded.
The booking process itself seems flawed. One user's experience highlights a jarring disconnect – being told there's no need to pre-book an airport taxi only to find a single cab occupied by another passenger. This lack of coordination and communication is a core issue. The absence of proactive notifications regarding delays or cancellations, as mentioned by a frustrated user, compounds the problem. It’s left many feeling like Black & White Cabs isn’t providing a dependable service, relying instead on outdated systems that frequently fail to deliver.
| Issue | Frequency of Mention | Impact on Customer |
|---|---|---|
| Missed/Cancelled Bookings | High | Missed appointments, unnecessary stress, significant wasted time |
| Airport Pick-Up Failures | Moderate | Stranded passengers, increased travel costs (switching to alternative services) |
| Lack of Communication Regarding Delays | Moderate | Frustration, wasted waiting time, eroded trust |
| Inaccurate Booking Information | Low | Disappointment, inconvenience |
Driver Conduct & Passenger Safety Concerns
Beyond the systemic issues, a significant number of reviews express significant concerns regarding driver behaviour and safety. Several users have described encounters with drivers exhibiting rude or intolerant behaviour. Instances of drivers speeding and disregarding seatbelt usage are deeply troubling, raising serious passenger safety concerns. One respondent highlighted a particularly concerning situation where a driver departed rapidly before the passenger could buckle their seatbelt.
The need for improved driver training – particularly regarding transporting disabled or older passengers – is repeatedly underscored. The difficulty in accessing cabs due to inconsiderate parking (e.g., parking flush against the curb) is a recurring barrier for individuals with mobility challenges. Furthermore, there are reports of drivers not adhering to basic regulations, such as starting the meter only after all passengers are seated and securely fastened with seatbelts.
A particularly harsh criticism targets drivers of Indian descent, with one user calling for them to "redo the test to drive.” This statement is unacceptable and discriminatory; it’s crucial to remember that professional judgment should never be based on ethnicity or any protected characteristic. Black & White Cabs needs to be unequivocal in its condemnation of such prejudice and focus on ensuring all drivers comply with the highest standards of driving etiquette and adherence to traffic laws. The feedback strongly suggests a need for a robust and ongoing driver training and monitoring program, with a particular focus on passenger safety and respectful interaction.
Price Point vs. Alternatives & Value Perception
The cost of utilising Black & White Cabs appears to be a substantial point of contention. Multiple users have explicitly noted that fares are significantly higher than those offered by Uber for comparable journeys. A specific example cites a $75 fare for a 25-minute taxi ride from Toowoomba Wellcamp Airport to Ruthven Street, while Uber offered the same trip for approximately $34, a price difference that is hard to ignore. This price disparity, combined with the unreliability issues, has led many to actively seek alternatives.
It’s evident that the perceived value for money is low. Customers are questioning whether the higher price justifies the inconsistent service and potential safety concerns. While taxis historically held a dominant position, the rise of ride-sharing apps like Uber has fundamentally altered the landscape, creating a competitive environment where price and reliability are paramount. Black & White Cabs needs to seriously evaluate its pricing structure and consider what measures it can implement to become more competitive without compromising driver earnings.
Glimmers of Hope & Potential Solutions
Despite the plethora of negative feedback, there are a few beacons of positivity to be observed within the reviews. The overwhelmingly positive experience shared with driver Andrew (cab #55) suggests that exceptional service is possible within the company. He’s described as "the best taxi experience [the user]’s ever had," citing his friendliness and courtesy. This highlights the important role that individual drivers can play in shaping the company’s overall reputation.
The recurring suggestion of contacting drivers directly to secure a guaranteed ride underscores the deep-seated frustration with the current booking system. This makeshift solution demonstrates a desperate desire for reliable transportation. To address this, Black & White Cabs could explore:
- Implementing a driver loyalty program: Incentivising and rewarding reliable and courteous drivers, potentially allowing loyal customers to request specific drivers.
- Overhauling the booking system: Investing in a modern, user-friendly system with real-time tracking and accurate estimated arrival times.
- Proactive communication: Sending SMS or app notifications regarding booking confirmations, delays, and cancellations.
- Mandatory driver retraining: Regularly updating driver training to include customer service, safe driving practices (especially for vulnerable passengers), and road rule compliance.
- Anonymous feedback mechanism: Providing passengers with a simple way to provide feedback on their experience, both positive and negative. This data can be used to identify areas for improvement and address driver misconduct.
By embracing these changes, Black & White Cabs has the potential to regain the trust of the Toowoomba community and recapture its position as a reliable and customer-centric taxi service.