I had a pathetic experience with Easy Cabs on 13th December 2010.
I had booked an easy cab a night befoe (12th December 2010 at 10:20 p.m.) and had got a confirmed booking with booking id of A121334293. The booking was for 5:00 a.m. in the morning from Dwarka sector 23 to catch a train at 6:15 a.m. all of which was clearly communicated to the call centre.
In the wee hours of the morning of 13th December at 03:51 a.m., I received the confirmation of the booking with cab no. 6345 allocated to me to report at 5:00 a.m.
The cab didn’t turn up till 5:08 a.m. and when I called the driver, he disconnected the phone and post that the mobile no. was switched off.
I immediately called the call centre at 5:10 a.m. to enquire about the status of my booking. the person who identified himself as Raj picked up the phone and put me on hold. With each passing minute, my patience was running out. When the call continued to be on hold for more than 5 mts, I called the call centre from another no. This time another person who identified himself as Narendra picked up the call and he too put me on hold.
At 5:18, Raj informed that the cab is going to report to me within 5 minutes. I enquired him of the cab details and he said that the details are same and apologized for the delay and disconnected the phone. I was already worried and kept the other line still on.
At 5:21, Narendra informed that there was a breakdown in my cab and therefore it was not coming. Also, there were no other cabs available, so my booking had been canceled. He said that an sms informing me for the cancelation of my booking has been sent. I was furious and enquired why this information is so delayed and who is responsible for the delay and in case I miss my train. He said sorry and said that you may file a complaint with feedback@easycabs.com.
As I was running out of time, I had to make alternate arrangements and rush to catch the train by own car.
At 5:31, while I was traveling, I received another sms informing me that my booking id no. B121335074 is confirmed and car no. 6783 is coming to pick me up. I never received the sms informing about the cancelation of my booking. I never made any other booking either. The cab driver called me at 5:40 for picking me up. By then of course it was too late.
I almost missed the train because of all the chaos / confusion and mis-information that was provided by Easy Cabs. It was certainly a pathetic experience. I do not understand why they didn’t inform me about the non-arrival of the cab before. Also, why do they take 10 minutes to respond to the customtakeouter.
I only hope that they don’t do this with frequently and take steps to have a better, more efficient call centre people, who provide the correct and timely information to customtakeouters and not fool them around.
Regards,
Naveen
P.S: I did file a complaint with feedback@easycabs.com and didn’t get any response beyond a auto-acknowledgment mail till now (i.e. December 14, 2010, 8:10 a.m.).