 COMPLAINTS
Two complaints that I have dealt with recently have highlighted areas that
you should remember. Firstly, if work dispatched to EC5 and is not covered, it is then
sent to the back-up zones but is still offered as an "As
Directed" job. If you accept the trip offer, then you are obliged to do the trip. The
difference is that in the back-up zone, you have the option to reject should you wish. You
were reminded of this change in a previous issue of Call Sign. If you refuse to do the
journey after accepting because you do not like the destination, then the dispatcher will
have no alternative but to put you on a complaint.
Secondly, whilst you have our logos and CCC on the front window and have your
‘for hire’ sign on, if are approached by a card holder - be it a Westminster or
Charge card - then you are obliged to do the trip. Any excuse such as "my machine isn’t working", "it
isn’t my cab" or "I only do cash
work" will not be accepted. So please take
note!
Another area in which I get complaints from time to time, involve accusations
from customers that drivers are rude or unhelpful. Let me assure you that just because a
complaint is made against a driver, that does not mean he is necessary guilty. I have
learned over many years in this trade that there are two sides to every story and I always
listen to the |
drivers side
before jumping to any conclusions. Quite often, it is six of one and half a dozen of the
other! What I would say to you is this; however difficult the customer may be, do not bite
back. Some of you may say that it is mighty difficult, but the nature of the job is such
that you are there to be shot at so do try not to take the bait. No fare will ever admit
to being rude to you. Every service industry where you deal with the public can have
difficulties at times because of it’s very nature.
MARSHALLS
Quite often during the evening and into the night, we have calls for our
taxis at Euston and Waterloo and these are controlled by our appointed marshals. In
addition, various corporate customers ask us to supply taxis for their late night
functions and to provide our marshals to supervise the cab pick-ups at the end of the
function.
Let me say that you do very well with the service you supply at these events
and for that I thank you, but there is one small point that I must make. It is very
important that you obey the instructions of the marshals who are there to make things run
smoothly. Most of you do just that and help provide an excellent service. This reminder is
addressed to a small minority who can, on occasion, make a nuisance of themselves.
JARTA
As the Chairman of JARTA, I attend monthly meetings at Heathrow
representing the radio circuits to ensure that any matters affecting those circuits are
brought to our notice while at the same time, to put our point of view. There are many
areas of working at Heathrow which in themselves are like a minefield and I can assure you
that the various trade representatives do a good job on all the trade's behalf. Obviously, there is a constant battle to |
ensure that the
work there is not being eroded by others offering their services. The obvious example is
HEX (Heathrow Express ). What the long term effect that service will have is difficult to
forecast at this time.
FUTURE OF THE TRADE
With the Private Hire Vehicles (London) Bill receiving Royal Assent, one can ask how it
will affect the future of the taxi trade. Do bear in mind that we anticipate it could take
about two years before you will see a fully licensed minicab industry, after all, they
will have to process about 60,000 drivers and vehicles. The standards required to pass a
topographical knowledge have not yet been set, nor have the fitness requirements for the
vehicles. The licensing authority as I understand it will be the PCO, so there is a lot of
work to be done.
The sixty four thousand dollar question is; how will it affect not only the
trade in general, but also Dial-a-Cab. There are many imponderables. The optimists think
the trade will benefit by causing the competition to have to raise their tariff in order
to meet the new requirements and therefore narrowing the pricing gap, thereby nullifying
causing any loss of work. I am not so sure. By legitimising them, it could encourage big
players into the business who can see a gap in the market where people would prefer to
travel in a saloon car rather than a taxi. This could particularly apply to longer
distance journeys. I will not go in to other matters which could harm the trade for fear
of putting ideas in to the minds of others. The problem with the trade and indeed
sometimes even ourselves at Dial-a-Cab, is that we wait until something happens before we
react. I believe, at this moment in time, we are not structurally equipped because of our
set up to meet the possible change in the market place should it be necessary. It is time
to think ahead!
Aubrey Siteman |
