Really poor service
I been waiting 1 hour 30 minutes after my flight land in the airport. Customer service really rude and they don’t care to help you. Avoid this service.
Brilliant cab service
Been using this company for a few months now and the last trip I made was to Heathrow. The driver turned up early which helped me ease my mind and knew I’d be in time for the flight and a spot of airport shopping. The driver was polite and professional and the car was clean and the driver helped me with my bags...they were very heavy. I’ve saved myself a good amount of money using this service and would recommend highly.
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Great idea. Terrible execution.
I really love the idea of this app however I have to say after using it twice i will never, ever use it again. First off the interface of the app is extremely clunky. It crashes, hangs and freezes quite often and looks like it is in desperate need of an update in design and functionality (eg when your book a cab you can’t see the location of the driver despite this being standard on ride sharing apps).
Once I used the app to get to the airport: be warned they recommend booking four hours ahead and after using it once I could understand why. Obviously as a ride sharing app you expect to go out of your way a bit but the pickup I had was in a completely different part of town which if you know London traffic means you will spend hours in the car before you set off anywhere close to the airport.
The 2nd time I tried taking it when I arrived at the airport. Waited 45 minutes and decided to cancel even though was told repeadedlet by customer service a cab is on the way...
You are better off taking the tube!!
Once I used the app to get to the airport: be warned they recommend booking four hours ahead and after using it once I could understand why. Obviously as a ride sharing app you expect to go out of your way a bit but the pickup I had was in a completely different part of town which if you know London traffic means you will spend hours in the car before you set off anywhere close to the airport.
The 2nd time I tried taking it when I arrived at the airport. Waited 45 minutes and decided to cancel even though was told repeadedlet by customer service a cab is on the way...
You are better off taking the tube!!
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Avoid their services
Tried them 6-7 times - when something goes wrong - they don’t care!
What a terrible customer service today! Booked taxi for 5:30 pick up time only to find out when I rang driver that he was running about 20 minutes late. When I called customer service line - Mujit simply told me this is shuttle service we might have pick ups on the way what you want me to do that he is late. When I explained that the least I would expect is being informed that far is late - his answer was you can cancel if you want! Is it really your customer service standards??? I do understand that this is shared taxi service and used it many times but it doesn’t justify 20 minutes delay not to mention about lack of information about delay and offered solution “you can cancel”. People book your service because they trust that you get them on time to the airport - looks like you are anything but trustworthy! Next time National Express will be rather my choice!
What a terrible customer service today! Booked taxi for 5:30 pick up time only to find out when I rang driver that he was running about 20 minutes late. When I called customer service line - Mujit simply told me this is shuttle service we might have pick ups on the way what you want me to do that he is late. When I explained that the least I would expect is being informed that far is late - his answer was you can cancel if you want! Is it really your customer service standards??? I do understand that this is shared taxi service and used it many times but it doesn’t justify 20 minutes delay not to mention about lack of information about delay and offered solution “you can cancel”. People book your service because they trust that you get them on time to the airport - looks like you are anything but trustworthy! Next time National Express will be rather my choice!
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Appalling Customer Service
I have used Splitcab twice to go TO the airport without any issues.
However today I had booked a pickup FROM the airport. After waiting for 15 mins for the driver to contact me, I called Customer Service. The first call got disconnected after a „sorry, nobody is available to speak to you right now“ message.
The second time someone picked up and it turned out they never sent a driver because they (despite me including it in the booking) didn’t have my flight information.
Apparently It was my own fault:
At first they suggested I had made the booking too late (despite booking 16 hrs in advance). When asked why I wasn’t contacted to advise that there was a problem, I was told that they wouldn’t have been able to call me to say there’s a problem as I was on the plane at the time they would have tried to assign a driver (2hrs before pickup). That wasn’t true either because at that point I would have still been contactable, which suggests they didn’t even attempt it.
Their proposed solution was to wait 2 hours for the next available driver or to simply cancel the booking and ask for a refund. No compensation was offered.
Left me in a major predicament as I was late and had to pay significantly more for adhoc transport.
Will not be using them again after such an appalling customer service experience.
However today I had booked a pickup FROM the airport. After waiting for 15 mins for the driver to contact me, I called Customer Service. The first call got disconnected after a „sorry, nobody is available to speak to you right now“ message.
The second time someone picked up and it turned out they never sent a driver because they (despite me including it in the booking) didn’t have my flight information.
Apparently It was my own fault:
At first they suggested I had made the booking too late (despite booking 16 hrs in advance). When asked why I wasn’t contacted to advise that there was a problem, I was told that they wouldn’t have been able to call me to say there’s a problem as I was on the plane at the time they would have tried to assign a driver (2hrs before pickup). That wasn’t true either because at that point I would have still been contactable, which suggests they didn’t even attempt it.
Their proposed solution was to wait 2 hours for the next available driver or to simply cancel the booking and ask for a refund. No compensation was offered.
Left me in a major predicament as I was late and had to pay significantly more for adhoc transport.
Will not be using them again after such an appalling customer service experience.
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