News

Taxicard call centre complaints

Added: 11 February 2010 | Updated: 23 August 2010

Transport for All contacted Computer Cab recently in regards to a series of complaints about the length of time users are being kept on hold when trying to book with Taxicard.

Some service users had complained that they had been kept on hold for anything up to 15 mins – with some giving up or running out of telephone credit.

In their inital response Com Cab made some general remarks about ‘improving the service’ and knowing about the problem. However when we pressed further they informed us that a sluggish start a recruitment drive had been successful and 16 news operators were being employed and trained at their Call Centre in Aberdeen. They are also looking into bringing an additional 4-6 operators to their Call Centre in London.

Our suggestion of a ‘queue position’ announcement has been fedback to management – and we wait for this and further improvements to the Taxicard telephoney system.

ComCab promise that waiting times have already started to be reduced – with current average wait time being 3 minutes 22 seconds. They admited that recently the average wait time has been 8 minutes.

Lastly TfA was concerned that an on-line booking system had resulted in a re-direction of resources away from the call centre – but we were told this was not the case.

We will continue to monitor the service and wait times and in the meantime if you have problems getting through – let us know.