City Cabs Edinburgh Ltd Avaliações 

Google rated them as one of the most reliable taxi companies in Edinburgh so I was surprised at the rating here which I saw after making the booking. For us it was all good. The booking phone number was answered promptly, they followed up with texts to confirm the booking and report when the taxi was en route, the taxi picked us up on time and got us to our destination in good time

I am writing to lodge a formal, high-level complaint regarding unfair financial charges experienced during the past eight months since I first started to use City Cabs, following a stroke last September which left me disabled. As a Cab Assist cardholder, I rely on your service to remain mobile. However, my repeated experiences with City Cabs have been marked by a total lack of appreciation and respect for customer needs, culminating in a severe breakdown of service and unacceptable costs this past Saturday.

On Saturday, I booked a taxi via your app, specifically selecting the option for wheelchair-assisted travel. As always, I provided clear and precise booking instructions: I requested to be met inside the cinema coffee area, as I was traveling with my wheelchair, my walking stick, and a bag. Furthermore, I have repeatedly instructed your booking team that drivers must come inside to meet me rather than phoning, a standard request that is also required when I am collected from home.

Despite this, I was left waiting in the cinema coffee area for 20 minutes while the driver sat outside calling my phone. When he finally came inside, he refused to take me, stating that his vehicle was not a wheelchair-accessible taxi. I was never informed—nor does the app make clear—that wheelchair-accessible vehicles cannot be booked through the app and must be ordered by phone. It is entirely unacceptable that the largest black cab provider in Edinburgh offers a wheelchair option on its app that fails to dispatch an accessible vehicle. Without reliable service, how are disabled passengers expected to go out at all?

Because the initial driver refused the journey, the booking was cancelled and a second driver was dispatched, resulting in an additional charge to my account. I had already used built-up rewards points to cover at least half of the original fare. Ultimately, this single journey—which should have cost £16—cost me over £30 due to your system's failure and the dispatch of an unsuitable vehicle.

Being left stranded, misled by your booking app, and penalized financially for a driver's inability to fulfill an accessible booking is completely wrong. Previous informal complaints made to your phone booking office have been met with indifference. Given your position as Edinburgh’s primary black cab network, I expect a far higher standard of accessibility, communication, and care.

I request a formal investigation into this incident, an immediate refund of the excess charges incurred on Saturday, and written confirmation of how City Cabs intends to rectify the wheelchair booking flaw in your app to prevent this from happening to other disabled passengers.

I look forward to your prompt response.

Yours sincerely,

Wendy Beardmore

*Cab Assist Card Holder*

I pre-booked a taxi on 3rd September for 12pm on 12th September to take me and my groomsman including 2 young children to my wedding in town. I called up at 12:10 after there was no driver or update on the app to say a driver was on the way. I spoke with a very unapologetic lady who said they were extremely busy and there was nothing they could do. The lady could not give me a time frame and when I asked if there would be a driver within the next 10 mins or an hour I was still advised that no time frame could be given. I explained that this was pre-booked and that I was in danger of missing my own wedding. Again the lady was extremely unapologetic and offered no solution or sympathy. I always use black cabs and would always promote Edinburgh taxi drivers over uber and private hire companies but this incident left me appalled and I had to use Uber or I would have missed my own wedding. I got an email later from City cabs apologising and giving me £1.00 credit. Absolutely terrible service, as a customer who has used the company for 20 years I will be taking my custom elsewhere going forward.

Truly terrible reliability. Booked a taxi for following morning at 7:30 for a tour we were booked on. At 8:15, still no taxi and no one answering the phone. Had to give up and make alternative arrangements, and also lost our tour. Would not recommend this firm to anyone.

I had booked a cab for 9am well over two weeks ago to take 5 of us from Edinburgh Haymarket to Musselburgh yesterday as we were taking part in the Kiltwalk for C.H.A.S, I confirmed the taxi on the 8/9 , when we turned up at Haymarket -no taxi , I phoned at 9,05 & 9.07 am and was told the they were trying to dispatch the car, at 9.20am we gave up and jumped in another taxi as if we were late we weren’t sure if they’d let us enter the walk .We made it but a wee but disappointed.

Took my money waited an hour still not found a taxi phoned up a few times same shpeel! Scam

Had 3 lots of guests this week told off by drivers for using the Gett app , maybe it would be better to remove the cars from the app , customers don't know you don't want to pick up on the Gett

Appalling service. Despite ordering a taxi the night before, for 08.20 the next morning, had to phone City Cabs at 08.30 as taxi hadn’t turned up, spoke to operator who was to phone driver. 08.35 phoned back as no taxi had arrived and was on automated call to say the taxi was cancelled. Was catching a train at 09.05.

Booked a cab from one hotel to another after a gig. Woman said 15 mins on the phone. I thought great.
Thats not bad at all.
8 mins later cab guy called saying he is at the hotel but could not find me.
I said im here at the entrance. 3 calls from him later still no joy.
He must of gave up then as I did not hear from him again.
I even tried calling him back.
I then called the City cabs back again to ask what was going on.
The lady did not even say sorry about that. Nothing. Dispite the fact it was late at night and I had my too young teens with me.
She said we are waiting for abother driver. Will send one out as soon as we can. I asked how long. She replied dont know.
I then walked off with my kids.
We flagged down another cab 15 mins later. I even paid extra. I just wanted to get back to our hotel.
Id say 45 mins after we got back.
I got a text from the cab company to say my cab had arrived from the previous fiasco. I just ignored it. The phone call aswell.
I find it a shame actually. Going out somewhere. Trying to support a local cab firm and it turns out to be an awful experience.
Ended up getting an uber from the hotel back to the train station the next morning.
Sorry to say wont be using City Cabs again.

Seems this firm are renowned for this I stupidly give people the benefit of the doubt and have paid for it.

Booked weeks in advance but for some reason their app scheduled it for the time I was making the booking so I had to cancel it and lost £5 in the process.

Tried again successfully this time and was quoted £44 for the journey. We had booked two stops and when getting in the taxi the driver was then unsure which order they should be in despite us clearly identifying this at booking.

After dropping us off the £44 I had already paid was cancelled and £72.40 was withdrawn. Thats a £28.40 increase on a 30 - 40 min trip.

There were no big traffic jams and we were not late for pickup so I cannot see any reason for the price jumping so much. It’s not so much the amount as the nature in which it was taken. I’m sure there is some small print somewhere but at no stage where we told that the price would jump up 60+%. It was taken without any explanation at all.

That works out at £3.80+ per mile.

Take my advice and get the bus or someone reputable as these guys are not.

We booked on the app from Edinburgh airport to our hotel as our flight was very late at night so no public transport available. The driver called us 8 times between his first call checking we arrived and the 5 minutes it took us to reach him. We were charged £18 more than the amount planned but it was alright for us as it was at night and we were 5 minutes late. On the return from the hotel to the airport. The driver was 15minutes late and we were charged £10 more than announced on the app. I sent an email but Citycabs just gave us a £10 discount on a next journey that will probably never occur as we live in France. Very disappointed.

I had booked a return journey to Murrayfield for a gig due to my elderly mothers mobility issues. They did pick us up on time but charged us a considerable amount more than was quoted on booking. But what was worse was that they abandoned us altogether on the return journey. Because of road closures around the stadium instead of asking us to meet them at another location they just decided to cancel our booking! On booking I had asked about the road closures and they said they would monitor them and let us know. When I called to rebook they just asked us where we wanted picking up, we were not familiar with the area so didn't really know but decided on a different location, then they just cancelled again!! It was very distressing to have been left in the middle of an unfamiliar city late at night in the rain. Very poor, unreliable and inconsiderate service!!

I pre-orderer two cabs for a midnight pick up from Hopetoun House on May 30th following a wedding ! The first cab was 25 minutes late, the second cab didn’t turn up, however a cab from City Cabs did turn up for another fare there was no one left at the venue ! The driver initially refused to take us and i had to point out twice we had a 7 month old baby with us. He reluctantly agreed to take us ! Whilst travelling i got a phone call from another driver asking where I was! This was 45 minutes after the pre arranged pick up..

Shockingly terrible service. Would never ever recommend or use City Cabs again

I booked a short ride with them and it was confirmed with a quoted fare of £13.00. However I had to pay £18.80 to the cab driver who said all cabs booked through City Cabs are metered. I believe City Cabs Edinburgh deliberately failed to inform me that this was not a fixed fare. When I complained to them they, knowing what they had done was wring, offered me a discount voucher of £5.00 to use against a future booking. I rejected this as I had been overcharged £5.80 in cash and wanted a refund in cahe and not in a voucher that I am not going to use. They have refused to refund me the overcharged amount. A bunch of cowboys to be avoided in my opinion

As taxi drivers are often criticised I feel I have to say what a great experience we have had today . I needed to get to the Western General fairly quickly today with my wheelchair bound husband . The journey there and back was really good with very kind drivers who were so helpful and pleasant . We didn’t have long to wait for a cab either way too . A very good experience. Thank you drivers .

The taxi driver went above and beyond for myself and another lady.who.was 90 and her taxi hadn't showed up after almost 1 hour of waiting at Asda jewel Edinburgh I didn't mind.sharing.and the.driver said no.problem at all to.take the lady and he helped.her.with shopping then did same for.me did not get taxi driver s name.but.reg was sa23 glk can't thank this driver.enougj

We ordered a taxi 48 hours in advance for a Christmas party.
We waited over 45 min after it was supposed to have arrived for our taxi even to be assigned and even then it didn’t turn up

I pre-booked a taxi to Waverley train station and it didn't show at the booked time. When I called they told me it was busy. Really? Well that is exactly why I pre-booked! So I can get a taxi at the time I need it. Useless taxi booking app!

When the driver showed he was apologetic.it was not his fault and he made good time to the station.

Their new app is great but so many technical issues. Customer service NEVER responds ever!!!! been waiting for over a month!!

Edit: they finally sorted things out after two months and endless email chains. I'm happy with the solution.

Extremely poor customer service. I booked 30 minutes in advance of requiring a taxi and was not sent a taxi. When I called to ask where my taxi was it was plainly obvious that they hadn't even tried. No apology. It'd be basic courtesy to inform a customer if you can't provide a taxi in reasonable time. This is why we use Uber....