DAC CUSTOMER SERVICES / SPECIAL PROJECTS

TaxiCard
Together with Carol Carpenter, DaC’s Account Manager for the Westminster Council TaxiCard Scheme, I attended one of our regular meetings with the Westminster TaxiCard Team and I would like to pass on to you the outcome of that meeting.
   To begin, the basic allocation of rides for TaxiCard users has been increased. As of 1 April 2007 until 31 March 2008, the number of trips available has been increased from 60 to 70 rides. However, various other issues were spoken about, especially with regard to passengers that have medical appointments.
   The Westminster TaxiCard Team have received a number of complaints from medical staff that their patients have either been late or not turned up at all due to our service. This has had a cost effect on the service provided by hospitals, consultants, clinics and GP surgeries.
   As a consequence and to help resolve the matter of late or even non-arrival of taxi patients, new procedures have been adopted within the Call Centre which may affect the TaxiCard details that drivers receive on their terminals.
   At the time of booking, the passenger / patient will advise the Call Taker that the booking is for a medical appointment. This will be added to the booking details and will give our Controllers the opportunity to monitor the trips, especially if there is a coverage problem.
   Westminster Council has sent letters to all TaxiCard users informing them of the relevant changes. Please do your best to

cover as many TaxiCard trips as you can
   The TaxiCard User Group is a very powerful and vociferous group of people - especially in Westminster. Their support for our service is vital if we are to continue servicing the needs of those with disabilities. I must also emphasise that the TaxiCard account is extremely valuable to Dial-a-Cab both financially and from a prestige point.
   Generally, so far as service is concerned, the coverage is good but there have been problems with TaxiCard street hirings. One
in particular comes to mind. A member of the public stopped to help a blind TaxiCard user who needed to flag down a DaC taxi. A cab eventually was hailed, but because the passenger had a guide dog our driver said he didn’t pick up animals.
   The member of the public stated that the passenger just needed to get home, the driver said tough and drove off. To that driver whoever you are, in addition to breaking the law, you should also be ashamed of yourself. I hope that you or a member of your family never has a disability whereby you have to rely on assistance from another person and that person turns out to be like you…

Complaints
At this time, the taxi industry has never been so financially buoyant. Nevertheless, the numbers of complaints from clients who say drivers are rude and totally discourteous is

Metrocab conversions
Like many other Metrocab owners, I am worried about the future. At this time, I am given to understand that there are in excess of 2400 Metrocabs on the streets of London with 350 of them on Dial-a-Cab.
   I recently had a conversation with Dave Stock, Head of Service Delivery at the PCO, about the fact that I did not believe drivers would spend between £6 / 7000 on a reconditioned engine to meet the Mayor for London’s emission strategy by June 2007. He assured me that there is testing for other conversion kits under way. However, should the units not conform to the criterion set by TfL, does that mean the taxi fleet of London will be decimated?
   I have asked Dave Stock to write an article for Call Sign to allay the fears of our drivers and he did say that he would. I therefore look forward to an article in the next issue...

Mike Son
DaC Customer Services / Special Projects

THE TOP TEN JOURNEYS OF THE WORLD
INCLUDES A LONDON CAB RIDE!