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Westminster TaxiCard Scheme
I do hope you had a nice Christmas and
are looking forward to a healthy and
financially rewarding New Year.
With health in mind, just before the
holidays together with Dial-a-Cab’s
Westminster TaxiCard Account Manager
Carol Carpenter, I attended a meeting
with the Senior Transport Manager and
Senior Project Manager. The meeting was
arranged due to the fact that there had
been many complaints about our service,
with users letters of complaint being
not only sent to Westminster, but also
some MPs who in turn forwarded them on
to the Westminster TaxiCard
administrators.
Below are some of the
issues discussed…
During the past year, there were a huge number of TaxiCard
trips cancelled. Users are also having
more of a problem than ever hailing a
taxi in the street. The excuses from
drivers when realising that the
passenger is a TaxiCard user is that
his/her computer doesn’t work or that
they are not part of the DaC
organisation and "just rent the cab."
Further excuses involve not having a
ramps or "sorry, I have had just
accepted another trip via the terminal!"
Not only could the driver be in breach of the Disability
Discrimination Act, but I also made it
quite clear that if a driver refuses a
hiring from a TaxiCard user, a complaint
will be issued. I added that there is a
nucleus of DaC drivers who prefer to
only pick up TaxiCard passengers.
When the passenger books a cab, it can be late – sometimes by up to
an hour. Many of the bookings are to
take the passenger to the doctor or the
hospital and the lateness of the cab or
it not tuning up at all, can result in
the loss of an appointment. This is
having a profound effect on not only the
passenger’s wellbeing, but also the
surgery and hospital staff and of course
the reliability that DaC is renowned
for.
The passenger assumes that |
when the booking is made, it
guarantees the taxi. Unfortunately, we
know that due to traffic conditions or
other unforeseen circumstances, we
cannot guarantee our service.
Nonetheless,
communication with the passenger is
important. If the taxi is going to be
delayed or there are no cabs in the
area, it is important that we let the
passenger know in good time so that they
can let the hospital or the surgery know
of the delay. It will give the passenger
the opportunity make alternative
arrangements.
If the TaxiCard user has any questions about aspects of the
TaxiCard Scheme, some drivers tell them
to phone Westminster. Please, do not
tell them to phone Westminster.
Dial-a-Cab is the main point of contact
for all cardholders.
Perceptions
During our meeting, it was important
that the discussion was as frank and
informative as possible. Therefore, it
was important to mention that some
drivers do have some perceptions of
those who use the TaxiCard scheme.
All those with
disabilities are in wheelchairs…
This is of course is not so, in fact the majority of those
passengers who have a mobility problem
use taxis because they cannot use other
transport ie buses or trains etc. At
this point, I must tell you that since
the commencement of the TaxiCard Scheme
which was initiated by the GLC, it has
enabled so many people to regain
independence and in some cases to resume
employment. Without the type of vehicles
we supply, it would be very difficult
and no doubt |
costly.
Pick-ups
from expensive apartments to take the
passenger to a casino or Harrods…
Some driver’s feel that those users could well afford to
pay for the taxi and that other more
needy potential users could be precluded
due to possible Westminster Councils
financial constraints. I was told
stringent assessments are undertaken
before a card is issued, however,
perhaps the basis of that assessment
could be sent to me in the future.
I must however make the point, it is not the management of
Dial-a-Cab’s responsibility to make
comment as to who is entitled to use the
scheme. All comments to the Westminster
Managers were only remarks made to me by
drivers.
The management also wanted to know if drivers have any problems
with passengers. Are they abusive, or
difficult or perhaps should the
passenger use non-emergency patient
transport instead of a taxi due to
severe infirmities? It was said that if
these situations needed to be addressed,
drivers should let Dial-a-Cab know and
any issues will be investigated.
It was indicated that
some of the TaxiCard scheme could be
given to other suppliers if our service
does not improve.
Dial-a-Cab has been sole supplier to the Westminster Taxi Card
Scheme for many years; therefore, I have
on your behalf made a commitment that
our service will improve.
S.J.Berwin LLP
In the early part of new year S.J Berwin
LLP will be moving from 222 Grays Inn
Road to 10 Upper Thames Street. The
entrance will be on Southwark Bridge,
however I will be consulting with the
Corporation of London due to the fact
that the pick up point may prove to be a
problem because of the implementation of
an improved cycle lane. I will keep you
informed of any progress.
Mike Son
DaC Customer Services / Special Projects |
