My 87-year-old mother booked a taxi with Gem Taxi the day before for 1:40 PM to take her cat to a 2:00 PM vet appointment. She was outside waiting at the end of her driveway from 1:35 until 2:00, holding a cat carrier.
No taxi arrived. No phone call. No text. Nothing.
My mother called Gem Taxi to ask why the cab never showed up. The response she received was:
"You're missing on the computer, OK."
That was it. No apology. No concern. No attempt to fix the situation or help an elderly customer who had been left standing outside and missed an appointment because of their failure.
If your booking system can "lose" scheduled rides and your staff think dismissing an 87-year-old customer is acceptable customer service, then your company is unreliable and unprofessional. I would strongly caution seniors -- and anyone who depends on scheduled pickups -- to look elsewhere. read more
