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City Cabs Reviews Summary

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Taxis | Edinburgh

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1 Atholl Pl, Edinburgh EH3 8HP

Trustguide Rating

TrustScore®
A+
A
B
C
D
F
Graded by
Trustguide®

This rating reflects Trustguide's opinion about the organization's customer feedback published on review platforms.

What do customers say about City Cabs?

As of Jul 06, 2024, 1192 customers have reviewed this business and rated it 3.9 Star out of 5. Trustguide conducted an in-depth analysis of City Cabs's publicly available reviews, carefully extracting sentiment phrases to help users understand customer experiences.

Clean and efficient vehicles.

Prompt, helpful and really great company

Massive thank you to whoever the people

Unreliable!!! AVOID

Very disappointed.

Absolutely horrible, made me cry

Attitude of call handler unapologetic and dismissive.

Really uncomfortable experience

These idiots are all unprofessional.

This report was generated using data from publicly available review platforms. To learn more about verification and authentication of reviews, please visit the respective review platform. View source

Created by
Trustguide
Published on
July 6, 2024
Last updated
July 6, 2024

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City Cabs's customer reviews analysis

City Cabs (Edinburgh) Ltd presents a mixed reputation based on recent customer reviews. Positively noted features include clean and efficient vehicles, some friendly and polite drivers, and specific commendations for exemplary service on early airport runs and assistance with the booking app. However, there is a troubling recurrence of taxis not arriving as scheduled, particularly with pre-booked rides. Complaints range from lack of communication around delays to complete service failure without prior notification. The automated phone system has been criticized for its ineffectiveness during service lapses. Furthermore, inappropriate driver conduct and inadequacies in dealing with vulnerable customers contribute negatively to the company's reputation. Overall, the inconsistencies in service reliability and customer support appear to significantly undermine customer experience.

Positive Feedback

Several customers highlight positive experiences with City Cabs (Edinburgh) Ltd, praising the cleanliness and efficiency of the vehicles, with special mention of a pleasant sunroof feature. Affirmative reviews also extend to the professionalism and friendliness of certain drivers, enhancing the journey experience. One account commends the punctuality and company of a driver on an early morning airport service, indicating that the company has the potential to offer a reliable and enjoyable service. Additionally, the willingness and effectiveness of the office team in resolving app-related issues, along with an accommodating approach towards assistance dogs, points toward a company that can, at times, demonstrate a strong commitment to customer service.

Concerns and Threads

Negative aspects from the reviews primarily encompass punctuality issues, with multiple reports of pre-booked taxis failing to arrive, leading to significant inconveniences and, in some cases, emotional distress. The automated phone service has been described as ineffective, leaving customers without timely updates or assurances. Furthermore, several instances of poor communication and customer service were noted, including dismissive and unapologetic responses from call handlers. Unprofessional driver behavior has also been reported, including reluctance to accept standard payment methods and providing an uncomfortable ride. The company's handling of services for individuals with disabilities has been particularly criticized, suggesting a need for improvement in their responsibility towards vulnerable customers.

Frequently asked questions about City Cabs

Are City Cabs (Edinburgh) Ltd's vehicles clean and well-maintained?

Yes, several customers report that City Cabs (Edinburgh) Ltd offers clean and efficient vehicles, indicating a positive aspect of their service.

Can I rely on City Cabs for punctual pre-booked taxi services?

Customer feedback suggests that City Cabs (Edinburgh) Ltd has had issues with punctuality for pre-booked services, with reports of taxis not arriving on time. It may be advisable to allow for flexibility in your schedule when using their pre-booking service.

What payment methods are accepted by City Cabs (Edinburgh) Ltd?

City Cabs (Edinburgh) Ltd drivers are expected to accept card payments, although there have been instances where customers had to assert their rights to use this payment method. It is recommended to confirm the payment method at the start of the journey or during booking.

Recent customer reviews and testimonials for City Cabs

City Cabs
Harry
5-Star
a month ago
Brilliant Taxi service. Clean and efficient vehicles. (Sun roof was very nice bonus) Driver was very friendly and polite.
City Cabs
Klaire Norwell
5-Star
a week ago
Booked a taxi on the automated telephone message for 12:30. Didn't arrive, called and spoke to operator and was told they are trying to get a driver to my area?! So no one was on route at all, they said someone will come soon! We have a wedding to get to, that is shocking service. Pointless system. Unreliable!!! AVOID
City Cabs
Isla Zhang
5-Star
6 days ago
Very disappointed. I always had a good service with City Cabs but my pre-booked taxi didn't turn up today and all I had access to was an automated line that said they were trying to find a driver. I eventually cancelled it ten minutes after my taxi was due to arrive.
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Satisfaction Score

Based on the set of reviews used to generate this report, it appears that 30% of City Cabs's customers had a positive experience.

Positive
30%
Neutral
0%
Negative
70%
More details
City Cabs

Overall Rating

TrustScore®
A+
A
B
C
D
F
Verified by
Trustguide®
Overall Rating
3.9
/5
1192
reviews
Excellent
Good
Average
Fair
Poor
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About City Cabs

Taxis
City Cabs have been Edinburgh's original taxi service since 1925. A lot of people don’t know that City Cabs is a co-operative, owned and operated by its members, this in turn means that our members and drivers are committed to the long term success of City Cabs and to the standard of service we offer. All of our vehicles are fitted with card payment terminals and wi-fi connections. Booking can be done via telephone - 0131 228 1211, online or via smartphone app. Visit our website for more information.
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