Jamie Clark

United Kingdom

I booked a minibus through Taxicode on the 21st of May to bring my family home from my mothers’ funeral. The journey was for 11 people on the 2nd of June travelling from Bishopthorpe York to Pocklington York, a total of 19 miles and I paid in full (£84.53) on the day of booking. Other than the confirmation a few minutes after booking I heard nothing and therefore presumed that everything was alright. While I was checking my emails about 3pm on the day before the funeral, I noticed one with the heading “Taxicode.com – Booking Cancelled”, I could not believe it, my whole family were depending on me. I opened the email and my worst nightmare was real, with just a few hours left of office hours I had to try to arrange alternative transport. After quite a number of panicked and desperate telephone calls, luckily, I did manage to arrange the transport for £120 but at this late stage there was no other option. I am fuming and disgusted that they think it is acceptable to operate a business in this manner and treat paying customers like this. They had this booking for eleven days before informing me that you could not fulfil their part, if it was for just 3 or 4 passengers then it wouldn’t be too bad, I could have arranged another taxi, but this was for 11 and it’s not as straight forward to book for that many. I should have been informed with at least 3 or 4 days’ notice instead of a little over 24 hours and to start the cancellation email with “oh no” is nothing less than patronising as is the offer of £2.00 off another booking. They need to rethink your customer charter, to say that they strive to deliver the highest standards to their customers and they are proud of their 98% of all bookings taken without incident is quite a stretch just from my experience and the reviews I’ve read.