13cabs Perth Support Hub: Unreliable Taxi Service Frustrations

A Torrent of Disappointment: Recurring Booking Failures

The overwhelming theme emerging from customer feedback regarding 13cabs Perth Support Hub is a persistent and deeply frustrating inability to reliably fulfill pre-booked taxi services. Numerous individuals recount scenarios where they meticulously planned journeys, securing bookings – sometimes days in advance – only to find themselves stranded, missing important events, or scrambling for alternative transport at the last minute. These aren't isolated incidents but a worrying pattern demonstrating a systemic breakdown in their booking management system.

Here's a breakdown of the most commonly reported issues:

• Vanishing Bookings: Customers report receiving booking confirmations and booking numbers, only to be informed upon arrival that the booking “doesn't exist” or that no driver has been assigned. The excuse often shifts between claiming it was merely a "request" and not a confirmed booking, despite evidence to the contrary.
• Last-Minute Cancellations: A particularly egregious issue involves cancellations happening mere minutes before scheduled pick-ups, with no prior notification or explanation. Customers are left scrambling, often with little time to secure alternative transportation. This lack of courtesy and planning is a significant point of contention.
• Lack of Accountability: The responses from 13cabs staff, when customers attempt to resolve these issues, are consistently described as unhelpful, dismissive, and unapologetic. There's an apparent unwillingness to take responsibility for the failures, compounded by reports of staff abruptly ending calls.
• The Pre-Booking Paradox: One customer was told that booking a taxi actually puts you further back in the queue, highlighting a bizarre and illogical operational procedure that undermines the entire purpose of pre-booking.

Vehicle Mismatches and Questionable Pricing – Diminishing Service Quality

Beyond the fundamental failure of simply providing a taxi, customers also express significant concerns regarding the type of vehicle dispatched and the associated pricing. The service has been criticised as a degradation of what Swan Taxis (its historical counterpart) used to represent.

• Incorrect Vehicle Type: Several reviewers specifically booked Maxi Taxis (vans) intended for larger groups or luggage and were instead sent smaller vehicles, leading to squashed luggage and discomfort for passengers. One reviewer was forced to cram two passengers, two large bags, and a bike bag into a Prius.
• Premium Pricing for Inferior Service: Customers who received the incorrect vehicle type were still charged the premium rate associated with a Maxi Taxi, highlighting a blatant disregard for providing the service promised. This represents a clear case of profiting from a substandard experience.
• Unjustified Fare Discrepancies: One user reported being charged an exorbitant fare ($116) for a relatively short trip to the airport (~25-30 minutes), with the driver himself acknowledging the price was too high.
• Accessibility Issues: While boasting wheelchair accessibility features, concerns exist about the reliability of those features being provided when booked. It's unclear how reliably these facilities are honored with bookings and if customers can truly rely on it.

Lost & Found: A Tangled Web of Inefficiency

The experience of attempting to retrieve lost items through 13cabs' lost property process has been described as frustrating and unproductive, adding insult to injury on top of already poor service.

Here’s an outline of the problems:

• Excessive Information Request: The lost property department demands an almost impossibly detailed account of the passenger’s journey – including taxi driver’s name & number, exact pick-up and drop-off times, and even the receipt number, which are often unattainable from a taxi rank pick-up.
• Lack of Follow-Up & Effort: Despite providing this substantial information, customers report receiving no follow-up or indication that any effort is being made to locate the lost item. Replies are rare, and communication is minimal.
• Unresponsive to Inquiries: Repeated attempts to clarify or follow up on lost property reports are often met with silence or generic, unhelpful responses, further straining customer relations.

Customer Service: A Cascade of Unprofessionalism

The consistent refrain across all reviews paints a picture of woefully inadequate and overtly unprofessional customer service – directly contributing to the abysmal 1.2-star rating.

• Inability to Reach a Human Agent: Many customers recount being trapped in frustrating automated phone systems, with minimal or no option to speak to a real person. When they do connect, the experience rarely improves.
• Dismissive and Unhelpful Staff: Staff responses are consistently characterized as dismissive, unapologetic, and lacking in empathy. There's a clear unwillingness to acknowledge responsibility for errors or to offer viable solutions.
• Unprofessional Behavior: Reports of staff members abruptly ending calls are particularly concerning, suggesting a lack of training and a disregard for customer satisfaction.
• Circular Communication: Attempts to resolve issues through email support often lead to being redirected back to the phone system, creating a frustrating and circular communication loop. The lack of internal communication and processes is a glaring deficiency.