cabhit Reviews 103

Reply from cabhit

Aug 18, 2018

Customer keep on editing the review with new complaints, please note you have been provided with an answer already, and a response was forwarded to yourself back on Friday we are unsure why you are keep editing

We must express our sincere disappointment at your decision to punish us for what can only be considered an unfortunate occurrence
The customer has not contacted us about this experience, however we did requested passenger to send us a formal complaint, which was never received, though we did investigate from our end and could not found any fault from driver.

Booking confirmation did not have any note mention that car was booked for their Guests who are from abroad and can not speak English.
1. As per booking customer agreed to pay a fix amount for 3 pick up and drop off at fixed time mention, where as all pick up was delay as the Guests were not at the same point where they were drop off and person who booked a cab has to call driver to explain the location and has to communicate between them all the time.
2. Last pick up delayed for more than 1 hour and driver was unable to locate them and has to drive several time on the same road and at the end demanded waiting time which customer agreed.
3. We did raise this issue with the service provider and detailed mail was send to the customer along with cab tracker record.
Following response was send to customer directly from the taxi company.

We are really apologized for any inconvenience caused. But we have investigated from the driver and we check all tracker details as well which clearly shows that there was only lack of communication. According to journey Customer was late on board and we did not ask any extra cost at pick up address and when driver drop at destination at St alban's then they were agree to meet after 2 hours when driver went back at Pick up at St alban's then they could not find because they were not at right address where he dropped them and somebody else calling to driver his number and giving instruction that are here and there and our driver was going up and down to find them and they could not speak English it was another communication as well, finally he picked up them and brought at NW11 address so they were agreed to meet at same place where he dropped at NW11 but it was same because they were the visitors and they did not know the area very well and again they moved another place but somebody who booked the cab they were trying to explained the driver over the phone which was creating more confusion between and customers.

Even i spoke over the phone and tired to explained but they were very aggressive and i told them that journey must be finished at 17:00 but now it almost 18:30 so you need to pay waiting time top our driver and they refused to pay. They wasted whole the day our driver and even did not pay waiting time.

This journey stated at 12:00 and finished at 18:40. We are attaching tracker and check the whole situation so there is no compensation due for this complaint.

Kindly find attached tracker which shows you the whole journey duration time.

Reply from cabhit

Jul 17, 2018

Hello Joe,
We would recommend that other customers should see what review you given, to decide where was driver fault due to Donald Trumph visit and protest on the day taxi was booked. Here is your review.
The driver Cabhit sent to me was completely clueless to London geography. He called us 20 mins before our scheduled meeting time and said he'd couldn't make it to Parliament square. I told him that shouldn't even be a problem as we were at Liverpool Street Station, on the other side of the city. After a brief argument, he said he would still honor the booking but he'd be 20 mins late. He arrived nearly 40 minutes late and said the Trump protest slowed him down. He said Trafalgar Square and Parliament Square were completely shut down. My wife and I were understanding and we'd left extra time to get to our destination, so we didn't dwell on it. Once in the Cab, we asked him to get to the M1 and out of the city to avoid the protests. We departed, going down to the river, across to Southwark - we were going West and we thought he was avoiding the protests on the other side of the river. Then, he turned right into Parliament Square and into the Trump protests!! After 1.5 hours in the cab, we got back to bank, only a few blocks from where we started. I started navigating for the driver as he had no idea what he was doing. I also had to direct him to drop me straight at the Wedding rehearsal we were going to because of his errors. As a result, my wife had to manage the baby and checking into the hotel alone. The driver, upon arrival, dropped the bags on the ground and departed, offering no help in the situation, despite the fact that it was in part due to his multiple errors that I was not able to help my wife. When we planned the trip, the drive was estimated at 1 hour. We added an extra hour in case there was traffic. After we arrived, we had planned for 1 hour of time to meet up with other members of the Wedding Party and make our way to the church for rehearsal. Due to the driver being late (40 mins) and driving straight into the protest that he had told us was going on and we had to avoid (1.5 hours), not only were we inconvenienced, but we inconvenienced the bride and groom on the night before their wedding. This was, all in all, a truly terrible

Our Reply,

Hello Joe,

Thank You for the feedback, we have received similar complaint from the driver for the journey.

1. As per booking the pick up was at 16:30, but due to heavy congestion in the London area and as per driver call records, he phoned around 14:20 to inform about the current situation of traffic across areas in London.

2. As he was assigned for a ride to London before your journey was due, he had no other choice to take a route through Parliament square to reach Liverpool street.

3. Liverpool street and surrounding areas had heavy congestion due to protest and with the existing road work and pick up was a peak travel time in London with no other alternative to be faster than what Google live map directed the driver.

4. You need to take this into consideration that in most of these circumstances cab companies have a right to cancel the journey and offer you refund but the driver notified you well in advance not 20 minutes before pick up time as mention and it was agreed from your end to wait. driver spend almost 100 minutes to reach to your hotel.

5. Though the quote for journey was offered fixed, you need to take into consideration that if other meter taxi or uber was booked it was charge as per waiting time depending upon the traffic.

6. Driver had a additional stop for your journey as requested but did not demand any extra money for it.

7. Driver drop off your wife in front of the main door of the hotel and assisted with the luggage from the car boot at left it as close to the main reception, kindly remember that he is not a porter of the hotel to assist further into the lobby.

8. You should have thank to the driver who spend nearly 6 hours without any break and burning fuel which has cost him more and lost his further bookings for the day, to get to your destination safely and tried best to avoid the congested route.

9. A free child seat was provided by the company with no extra cost.

10. We would recommend you to share your future experience in a cab when you travel in a London under these circumstances.

Best Regards,

Reply from cabhit

May 12, 2018

Hello Alan,
As was detailed in the original communication to yourself, we did not consider your strong use of wording appropriate, especially after understanding driver had no fault. Seeing as you are posting your review after we had responded to your query would suggest but cannot overlook false accusations unfortunately.
Please see below.
1. Cabhit is operating the business as per their own terms and condition and not obliged to follow the convenience of the some person as per their need. if you were not comfortable paying by card, you should have tried other taxi services as their might be a one who offer cash bookings for Airport pick ups. 

2. Cash booking for airport transfers are only available on request and you need to make a request at Live Chat with one of the representative. Which is clearly mention on our blog Book Taxi with Child Seat- Kindly visit our blog again and read it.

3. At times our office receive unexpected volumes of calls so we can apologise that we were not able to answer your call but as soon as you contacted us on Live Chat you were answered in 7 seconds.

4. With regards to delays at airport - Taxi companies are not bound with airport authority for any delays and have no concern or what so ever. We always request flight details to be monitored. Driver was at airport after flight was landed as per booking schedule. Waiting charges are applicable by all taxi companies in London and UK. This is also clearly mention in our terms and condition. How can you expect a driver to wait 2 hours at airport spending £12.00 for parking ticket. 

5. With you concern about child seat was not appropriate as per age of child was your own personal decision to make a judgement where as your taxi company has completed more than 100 cab journey so far with same child seat for age mention, we did advice to check with airport authority to take a second opinion but it was not done. Child seats are used by customers at their own risk which is clearly mention in our blog.
6. You requested us to send a another cab which was not possible as all driver's do not carry child seat in the car all the time and is available on request only. We did advice you to travel without seat also as per law taxis are exempted for child seats. https://www.gov.uk/child-car-seats-the-rules/when-a-child-can-travel-without-a-car-seat
Taxis and minicabs (private hire vehicles)
If the driver doesn’t provide the correct child car seat, children can travel without one - but only if they travel on a rear seat:

and wear an adult seat belt if they’re 3 or older
without a seat belt if they’re under 3
Minibuses, coaches and vans Minibus or coach drivers and companies don’t have to provide child car seats.

You refused to accept the request and also get aggressive to the driver and the controller of the taxi company over the phone and abused them.

You were 2 hours delay as per booking time not 45 minutes, a parking ticket copy with the payment has been provided on mail.

In most of these circumstances no company operating in UK & London will refund any kind on money, you can check with any taxi company for delay in pick up in regards to delays which happened at airport either it is customs , immigration, collection of luggage. We follow the same rules.

You should be thank full to us that we heard you complaint promptly and investigated at high speed and issued a refund after paying £15 to driver for parking only not waiting charges with in 4 hours same day, If you can get refund same day from any company kindly let us know we will pay you double of the amount.

You need to consider this - Driver's are their to make a living - if a person driving from Se 6 to Heathrow which is 90 minutes drive and had to wait 2 hours spending £13 for parking and at end with this situation he has to go back again loosing his next booking and time all calculated 7 hours in 11 hours shift. It is a loss of earning for a day.

You also threatend us for a legal action and compalaining to TFL. We did advice to check with them, but we consider this review as not authentic as per circumstances and situation created from your end.

You did completed you journey way back to home without a child seat in another cab which could have be done with same driver who lost his half day earning.