Easy Taxi partner in Portugal (Lisbon) didn't turn up! Avoid

City Airport Taxis - www.city-airport-taxis.com
★★★★★
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Guest's review of City Airport Taxis - www.city-airport-taxis.com

“Easy Taxi partner in Portugal (Lisbon) didn't turn up!...”

★☆☆☆☆

written by on 10/08/2012

I booked a mini van via the Easy Taxi website to take us from Cascais to Lisbon airport this morning. I was travelling with my husband, mother and two small children. I didn't have a car seat for the toddler. We found ourselves in a most stressful situation when the car simply didn't show up. I called the emergency number provided by Easy Taxis and was told that the car was not going to come to us as it had been involved in a small accident. This sounded totally unconvincing but even if this was true, the company failed to contact me to let me know. I only found out they were not coming because I phoned them. They didn't offer a solution and we had major problems getting to the airport. I would keep away from this company when in Portugal. I will never use them again!

Privateryders's Comment

Written on: 14/08/2012

Dear Madam
we apologize for the inconvenient we may have caused in any way but this is not totally true we have tried to contact you to a cell phone that you provide to us with no response for several attempts,when you contacted us we have explained the driver have a small accident on is way to pick you up and we have offered you another car to take you back in 20 minutes (time distance from Lisbon to cascais) alternative that you have discard informing us that "no problem please cancel my reservation because i will call a regular taxi to take me back to Lisbon thank you for your assistance" this were your words to us by the phone.
due to this words we have canceled the second car.
we have provided you an alternative that you didn't take Madam.
kind regards

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Julianab's Comment

Written on: 14/08/2012

Dear Sir/Madam,

The facts were:

- I booked a mini van for 5 passengers and needed a car seat for my toddler.

- The mini van was scheduled to arrive at 8.45am

- The mini van failed to arrive and I did not receive a phone call from your offices despite having given my phone number

- I phoned the emergency number provided by the agent at 8.50am, as I realised something was wrong

- I spoke to a man who said he was going to find out what the problem was and phone me back

- He phoned me back and said the car had been involved in a small accident and offered to send a replacement. However, I would have to wait for another 20 minutes. This was not an appropriate solution as I was about to catch a flight.

- I refused the offer, said thank you (as I am generally a polite person) and said I was going to find another taxi.

The biggest problem I had with your company, and hence the negative review, was take you were UNRELIABLE. The company did not contact me to let me know there was a problem (as you report you have), and I only found out because I rang you. I am sure you appreciate being late for the airport is a stressful situation, especially when you have two small children with you. I would not have given you this review if you had let me know (early) that there was a problem. This was poor customer service at a time when good customer service is crucial.

I was able to find another taxi quickly, however my toddler had to travel without a car seat as it is difficult to find taxis with car seats readily available in Portugal. I was also lucky as I speak the local language, and found the locals very helpful, so someone offered to ring a local taxi company for us. There weren't any taxis readily available where we were staying.

We had a wonderful time in Cascais. I highly recommend it as a place to travel with small children. I could have done without the hassle in the end, and would not like others to go through the same. Hence I felt that it was important to write this review. Mini van with child seat not turning up as expected is bad but acceptable with a good excuse and some advance warning. Not turning up and not letting the customer know in advance that there are problems is not. This is the only reason why I would not recommend your services to others.

Regards

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