| Mailshot continued WESTMINSTER ACCOUNT SIXTH ANNIVERSARY
Editor’s Note:
In the June issue of Call Sign, Michael Dwemoh, Westminster Transport Contract Manager,
wrote an article on the sixth anniversary of DAC servicing this valuable account. Pointing
out both good and not-so-good aspects, a selection of letters from card users were also
included to demonstrate the type of complaints received (as against the many that also
praise the drivers and company).
One of those letters is reprinted below as a refresher. The reason being,
that the driver concerned has come forward to give his version of events. I am delighted
to be given the opportunity of showing the ‘other side’ and I can’t help
wondering how many ‘other sides’ could still be out there.
From Mrs G (SW1)
This evening I had to wait 90 minutes for a taxi to arrive to collect me at
the Ritzy Cinema in Brixton. The taxi should have come at 6.15 pm but ultimately arrived
at 7.45pm after several phone calls to urge your office to respond. To compound the
insult, there was already £4 on the meter when I got into the taxi and, when I drew this
to the attention of the driver, he reacted most rudely. It would seem that, in spite of
the letters which I have sent to you over the past couple of years, very little has
changed. The service you provide is still irredeemably - and now truly indefensibly - bad
at all levels.
REPLY FROM PAUL ARROWSMITH
Having read the article regarding ‘Six Years of the
Westminster Account’ (June Call Sign), I felt compelled to
respond to the letter from Mrs G of SW1 as I
am the driver to whom she refers. I accepted the job on 20th March when 1 was in Binfield
Road, Stockwell at 7.30pm. This being a Friday evening, the traffic to Brixton was
naturally very heavy and it took me 15 minutes to get to the pick-up point at the Ritzy
Cinema. On the way, I cleared the meter once and did an Advise Arrival. On arriving, I was
met by a woman who I assumed was Mrs G, together with a girl in a wheelchair and a man in
his early 20's who was pushing the wheelchair.
In all honesty, I have no idea what was indicated on the meter on arrival.
However, if Mrs G had pointed out to me that there was £4.00 showing, I would have been
prepared to reset the meter as I was being paid a £5 premium to cover the job anyhow. Mrs
G said that her party had been waiting 1.5 hours for a cab to which I offered my
apologies. She then asked to be conveyed to Ebury Bridge Road. As I |
mentioned
earlier, the traffic through Brixton was heavy in both directions and I decided to go via
Clapham and on to Chelsea Bridge. As we approached Clapham Park Road, Mrs G sarcastically
asked me if I knew where I was going; to which I politely replied: "Yes, Ebury Bridge
Road". Nothing more was said until we reached the destination. When the passengers
had alighted, Mrs G vehemently said to me that I was only being paid £1.80 as 1 had
£4.00 run in on the meter and that I had taken them the long way home instead of going
over Vauxhall Bridge, the way the previous taxi had gone.
As there was £11.40 showing on the meter, I said that she owed me £3.40.
Upset at her attitude, I told her to keep the £1.80 and that I did not want her money. I
have to say that it was interesting to note that Mrs G failed to mention that she was not
charged for this trip and considered it rude of me to respond to her volatile and
unwarranted criticisms.
Like the majority of drivers on this circuit, I am always helpful to elderly
and disabled passengers who hold Westminster cards and have received praise on numerous
occasions for my helpfulness and patience. Indeed, my own wife is disabled so I have first
hand knowledge and personal sympathy for these customers.
Is it therefore any wonder that because of a few people like Mrs G, some
drivers, myself included, are now wary of responding to calls on this account?
Paul Arrowsmith (T 83)
Thanks, Paul, your honesty in giving the facts is appreciated and shows that,
generally speaking, DAC drivers do put themselves out to try and help and that problems of
this nature are not necessarily as one-sided as the article possibly suggested…Ed
WESTMINSTER AGAIN
I was extremely interested in the article written by Michael Dwemoh, the
Westminster Transport Contracts Manager (June Call Sign). As one who does more than his
share of these jobs, it also upsets me when I see the our Duty Manager crying out for
coverage of a Westminster job. But it is not always possible to do so. For instance, we
may very well have drivers in the zones being displayed, but they could very well be on
the way home or going for a meal, or in my case, not always being in a physical condition
to help with a wheelchair or even having to give someone a helping hand. After all, some
of these customers take a lot of handling (in the nicest possible way of course). There
is, of course, no excuse for rudeness as experienced by a tiny minority of
Westminster’s and where this is proved, those drivers should be dealt with. But
again, some of these complaints are taken entirely out of context and exaggerated. How
many times have I |
arrived at a
customers door within minutes only be told that they have waited for over an hour when I
know only too well that the job only came in a few minutes earlier. However, what concerns
me more, and indeed should concern Westminster, is the number of people who may have
obtained their card simply by "knowing their doctor". I have been in the company
of people who, not knowing I was a driver, say things like "I can get anything from
my doctor". Surely the answer to applications for a Taxicard is to send all
applicants to an independent doctor for a medical such as we have to have on reaching a
certain age. This might cost Westminster extra money, but they would save in the long run
by making sure that only qualified applicants receive this ‘perk’.
One other point, I'm sure many other drivers have received an indignant
answer from a few of the punters when asked for their card. I ask on virtually all
occasions and if there is a refusal, which I must admit is not often, I will not let them
in the cab. No card, no ride. This what the dispatcher has told me. Despite these hiccups,
I'm sure we do a very good job - and that the punters agree.
Sam Harris (D93J)
BRIAN RICE
I have just read that Brian Rice has experienced a heart attack. As many
others will be too, I was extremely shocked to hear this and would like to take this
opportunity of wishing him a speedy recovery and may he have no repeats whatsoever. As
Chairman of what I consider to be unquestionably the best Licensed Taxi radio circuit in
the world, there is no doubt in my mind that he has continued the excellent work done by
our forefathers and has deservedly been welcomed both by our subscribers and the trade, as
well as our clients - especially corporates. In today's climate with it’s numerous
problems, to run any organisation takes a lot of guts and determination and requires that
person's health to be almost super-human. Knowing that he has the full support of everyone
around him, together with the DAC subscribers who almost to a man are behind him, I look
forward to his full recovery and to seeing him either in person or through the press with
that pleasant smile that really says it all!
Ronald S. Colman (B13)
CAN YOU HELP?
I’m not sure whether or not you will be able to help me. I am
looking for a taxi driver that works in London, but unfortunately I do not have his full
name. All I know is that his name is David, born on the 10th August 1964 and
originally comes from Croydon. He has curly hair and is married with a very young
daughter. I know that he is a taxi driver a |
