Pros 
Cons A Descent into Automated Frustration: Geraldton Associated Taxis' Customer Service
Geraldton Associated Taxis currently holds a concerning rating of 3.000000, and a deep dive into customer reviews paints a very clear picture: the service has significantly deteriorated. The core issue seems to be an almost complete shift away from human interaction in favour of an impenetrable automated phone system. Numerous reviewers express utter exasperation with this AI answering service, frustrated by its inability to answer even basic questions or deviate from its programmed responses. The sentiment echoed consistently is a longing for “real people” to answer the phone and provide a semblance of personalized service.
"Not a scratch on what they used to be. Tried calling to book a taxi to take over seas visitors out, and all I got was an incomprehensible AI answering service. What has happened to real people answering the phone??" – a recurring theme in the feedback.
This reliance on automation extends beyond the initial booking process. Several users reported difficulty getting through to anyone at all, even after repeated attempts. The inability of the automated system to even recognize addresses presented another hurdle, ultimately forcing customers to seek alternative transport options and impacting the visitor experience in Geraldton. The effect extends beyond individuals; concerns exist about Geraldton Associated Taxis’ impact on local tourism and business dealings with visitors.
Reliability Issues: No-Shows, Delays, and a Dash of Absurdity
Beyond the frustrating booking experience, reliability appears to be a major Achilles’ heel for Geraldton Associated Taxis. The wave of complaints regarding missed bookings and excessive delays is striking. Customers have relayed stories of booked maxi taxis that simply never arrived, taxis failing to appear within a reasonable timeframe (sometimes waiting over 30 minutes when a 10-minute wait was promised), and drivers providing flippant comments like "It could be worse! Better late than never." upon finally arriving.
Here's a summary of the recurring issues:
- No-shows: Multiple reports of booked taxis failing to appear entirely.
- Significant delays: Promised arrival times were consistently missed, often by 20+ minutes.
- Misleading information: Drivers, or the dispatch system, were accused of lying about the taxi's location, claiming they had passed the pickup point when this was demonstrably false.
- Driver behaviour: One reviewer reported a driver being preoccupied with their phone, delaying the journey and causing them to miss an important appointment. Another driver’s odd statement about potentially being “late” adds to the sense of unprofessionalism present within the company.
- Inconsistency: A stark contrast was noted—previous experiences with quick taxi allocation for the same address were marred by recent issues, illustrating a severe decline in service quality.
Accessibility and Physical State: Mixed Reports and Lingering Concerns
While Geraldton Associated Taxis does offer accessibility features – a wheelchair accessible entrance and parking lot – the quality of the vehicles themselves is a point of contention. Several reviewers highlighted the cleanliness of the taxis, describing the vehicles as "a bit dirty." This contrasts sharply with the expectation that a professional taxi service should maintain a high standard of hygiene.
The accessibility features, however, are a positive aspect, catering to a crucial segment of the community. The consistent availability of wheelchair accessible transportation is a notable strength, particularly for those reliant on adaptable transport options.
| Feature | Status | Comments |
|---|---|---|
| Wheelchair Accessible Entrance | Enabled | Positive |
| Wheelchair Accessible Parking Lot | Enabled | Positive |
| Taxi Cleanliness | Variable | Often criticized |
| Driver Professionalism | Variable | Reports of rudeness, preoccupation |
A Plea for Change: Customer Frustration and a Call to Action
The recurring themes of automation frustration, unreliability, and inconsistencies have fostered a palpable sense of disappointment among Geraldton Associated Taxis’ customers. The colourful language used in some reviews – comparing drivers to characters from a cartoon (“Wouldn't be surprised if the drivers have red noses, oversized floppy shoes, and a chimpanzee as a pet”) – underscores the depth of the dissatisfaction.
Patricia, a member of the call centre, has garnered significant negative attention for what has been described as a hostile attitude. This highlights a larger issue regarding customer service training and the need for empathy within the contact team.
Several reviewers are actively seeking alternatives, suggesting that a considerable portion of the customer base has lost faith in Geraldton Associated Taxis. The strong recommendation to avoid the service, particularly for those on a schedule or needing reliable transport, reveals a deep desire for improvements—a return to a time when booking a taxi was a simple and dependable process. The question remains: can Geraldton Associated Taxis address these issues and regain the trust of the community, or will they continue down a path of automated disconnect and unreliable service?