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Kiwitaxi experience
Dec. 3rd, 2017 11:53 amThe reason I booked the service which is more expensive than regular taxi from the airport was that after a long flight to Tel Aviv with a family it is easier just to hop into a provided car than dealing with taxis in the airport.
Right after I crossed customs I received a call from the service, where I was told that the driver is late by 10-15 minutes and I should wait.
After 30 minutes I called back and asked where is the driver, and I was told that he has just arrived and he is going down from a parking lot to the waiting area which should take few minutes.
After 15 more minutes I received a call from another Kiwitaxi employee saying that the car got into an accident and they are ready to provide me another car, but it would take some more time. I only wonder how can you get to an accident if you are going down from a parking lot?
I refused, and went to hail a regular taxi. Now Kiwitaxi customer service is asking me why didn't I use their service?
Of course, if there is no refund, I'll cancel my credit card payment once I get back home in Germany.
If they would dispute the cancellation, I have all the proofs for Deutschebank: the reservation with my flight arrival time, customs stamp with time,airport taxi receipt with time, timings for cell calls with kiwi taxi (costs me plenty in roaming) and their support email.
So my experience with their service is very bad, but anything can happen. Let's see how their customer service deals with the cases where they failed to provide a service.
Upd: they apologized, promised to make a refund and a discount for my next order. So incident recovery/customer support seems fine.
Right after I crossed customs I received a call from the service, where I was told that the driver is late by 10-15 minutes and I should wait.
After 30 minutes I called back and asked where is the driver, and I was told that he has just arrived and he is going down from a parking lot to the waiting area which should take few minutes.
After 15 more minutes I received a call from another Kiwitaxi employee saying that the car got into an accident and they are ready to provide me another car, but it would take some more time. I only wonder how can you get to an accident if you are going down from a parking lot?
I refused, and went to hail a regular taxi. Now Kiwitaxi customer service is asking me why didn't I use their service?
Of course, if there is no refund, I'll cancel my credit card payment once I get back home in Germany.
If they would dispute the cancellation, I have all the proofs for Deutschebank: the reservation with my flight arrival time, customs stamp with time,airport taxi receipt with time, timings for cell calls with kiwi taxi (costs me plenty in roaming) and their support email.
So my experience with their service is very bad, but anything can happen. Let's see how their customer service deals with the cases where they failed to provide a service.
Upd: they apologized, promised to make a refund and a discount for my next order. So incident recovery/customer support seems fine.
