Pros 
Cons A Cascade of Complaints: Recurring Issues with Yellow Cabs
Yellow Cabs, operating out of Woolloongabba, Brisbane, currently holds a disheartening rating of 2.100000. While occasional positive experiences might exist, a significant number of customers have voiced serious concerns regarding its reliability, professionalism, and overall service quality. The overwhelming sentiment shared across multiple reviews points towards a concerning pattern of failures, particularly impacting vulnerable customers and those relying on accessible transportation. The sheer volume and consistency of negative feedback paints a grim picture, suggesting systemic problems within the company's operations and driver management. A concerning number of these complaints stem from attempts to book wheelchair accessible vehicles, underlining a significant gap in service provision for people with disabilities. Some experiences escalate beyond mere inconveniences, into potentially unsafe driving situations and exploitative fare practices.
"DO NOT RELY ON YELLOW CABS ESP IF YOU NEED A WHEELCHAIR ACCESSIBLE VEHICLE" - A recurring sentiment expressed by a deeply disappointed customer.
The initial, devastating account posted highlights a booking for a wheelchair-accessible taxi – a crucial and pre-arranged requirement for a man with advanced Parkinson’s Disease attending a sporting event. The subsequent failures – a delayed and ultimately unfulfilled pickup, miscommunication regarding the required vehicle type, and abandonment on the roadside – resulted in a missed event and considerable distress for the entire family. The added frustration of a cancelled return trip further compounds the poor service, illustrating a lack of organisation and accountability. It's a stark demonstration of how a seemingly simple taxi trip can be catastrophically disrupted due to inadequate service. It’s not just one isolated incident; numerous other reviews echo similar concerns regarding confirmed bookings not being honoured or vehicles not matching the specifications requested.
- Accessibility Failures: Repeated issues with wheelchair-accessible vehicle bookings are a prominent theme. Customers report significant difficulties in securing the promised vehicles, leading to cancelled appointments and considerable stress.
- Communication Breakdown: Poor communication is consistently cited, with drivers failing to confirm addresses or navigate routes effectively. Being put on hold for extended periods without resolution is another common complaint.
- Unreliable Service: Broken promises regarding pick-up times and vehicle availability are frequent occurrences, clearly demonstrating a lack of adherence to confirmed bookings.
Dodgy Fares and Questionable Conduct: A Pattern of Exploitation?
A significant portion of the criticism directed towards Yellow Cabs centres around concerns about fare manipulation and unprofessional driver behaviour. Several reviewers allege that drivers deliberately inflate fares, employing tactics to mislead customers and maximise their earnings. These allegations range from starting the meter before passengers are even seated to feigning difficulty with GPS navigation to lengthen journey times, and outright demands for exorbitant fees. The instances of attempting to bypass the meter and charge inflated rates are especially concerning, suggesting unethical practices within the driver workforce. Furthermore, reports of rude and aggressive driver behaviour further tarnish the company's reputation and raise serious questions about driver screening and training.
Here's a breakdown of the common concerns related to fare practices:
| Issue | Description | Examples from Reviews |
|---|---|---|
| Meter Manipulation | Drivers starting the meter before passengers are in the vehicle. | "Our driver tonight had started the meter as he pulled up, before we were even in the vehicle." |
| GPS Deception | Pretending to be unable to use GPS to prolong the journey. | “Then pretended he couldn’t work the GPS device on purpose so that he could milk the meter more.” |
| Route Deviation | Taking unnecessarily long routes to increase the fare. | Several reviews imply this without direct mention. |
| Exorbitant Demands | Attempting to charge significantly higher fares than metered amounts. | "Just had a relief cab T59-162 try and charge an exorbitant fee rather than use the metre after we waited 30 minutes in a cab rank." |
| Refusal of Fare Visibility | Failing to display the fare during the journey. | "Tell your drivers to display the fare as they drive - no wonder you are losing business big time to Uber when your drivers blatantly rip customers off - never again," |
These allegations, while difficult to definitively verify, collectively paint a picture of a potential culture of exploitation within Yellow Cabs. The Taxi Marshall’s intervention in one case, where a driver attempted to circumvent the fare deposit, offers a glimmer of hope that some measures are in place to protect customers, but it underscores the need for more rigorous oversight and accountability.
Safety Concerns and Lack of Professionalism: A Worrying Trend
Beyond fare irregularities, several reviews raise serious concerns about the safety of Yellow Cabs' drivers and their adherence to safe driving practices. Reports of erratic driving, including failure to navigate roundabouts correctly and driving significantly below the speed limit (in some cases, a staggering 20km/h under the limit), raise legitimate safety questions. The combination of these driving behaviours creates a potentially hazardous environment for both passengers and other road users. Moreover, complaints about the condition of the vehicles themselves, specifically mentioning unpleasant odours, further contribute to the perception of a lack of professionalism and a disregard for passenger comfort.
Here's a list highlighting the points of concern:
- Dangerous Driving: Drivers stopping abruptly in roundabouts and driving substantially below the speed limit.
- Vehicle Condition: Reports of vehicles with strong, unpleasant odours, making the ride uncomfortable.
- Lack of Respect: Rude and dismissive behaviour from drivers towards passengers.
- Terminal Refusals: Instances where drivers have flatly refused service, even to paying customers with valid means of payment.
- Irate Driver Behaviour: One reviewer described an aggressive driver who became abusive when questioned about a fare refusal. This constitutes unacceptable conduct and raises concerns about driver temperament.
A Comparison to Alternatives: The Uber Effect
The repeated comparison of Yellow Cabs’ service and pricing to Uber is a telling testament to the company’s declining competitiveness. Numerous reviewers explicitly state that they are switching to Uber due to significantly lower fares and a perceived higher level of reliability and professionalism. The fact that customers are actively seeking alternatives, and openly referencing the financial advantage of Uber, highlights a serious issue for Yellow Cabs. The consistently mentioned fare discrepancies—with some journeys costing almost double the Uber equivalent—place Yellow Cabs at a stark disadvantage in the current transportation landscape. The increasing popularity of ride-sharing apps like Uber underscores the urgent need for Yellow Cabs to address its operational deficiencies and improve its customer service or risk further losing market share. It’s clear that a price difference of over 50% is enough to drive people away, along with ease of use, and reliability.