Unprofessional and rude

The company is hired by council for the taxi services for children that need to attend the school over 3 miles away from Their home. The company seems to not have a right procedure in place in order to safeguard the children that they are responsible for. Already I’m the first day they failed to inform me ( a parent ) of the chcanges of the driver. When they were late 15 minutes I had to call myself and ask about what’s going on. The person on the phone seemed stressed and tried to explained hay they are busy and there has been accident on the road but “ she “ is on the way ( the driver. While we were waiting for the male driver and we’re not aware of the change. In the end after half an hour delay and my other child getting late to their school in the area got late yet another strange driver arrived ( male ) - still no communication from the office. This is a serious safeguarding issue as I presume some older children might not always be sent off by a parent or the parent might not be cautious. When I tried to point out the need to communicate with customers for the safety of the children as well cause it is a rather obvious thing to do when someone works with customer service the gentleman on the phone just brushed me Off and said I can complain to Council. And all I wanted was to suggest the better communication. He is too busy to provide the quality service and safety. In the era of apps and texts keeping parents in the loop is rather not that difficult. Today they were late again and so I called to make sure who is picking up my child as we were getting to the point that I might have to let him wait by himself. Just needed the drivers name. I got it, but when I asked if that is going to be a designated driver for the time being I was ignored and cut off from the line rudely. Yesterday I was shocked. Today I am appalled. It seems like the big contract with the council makes the company think they have the job secured and so they don’t need to provide excellent service like any other company would on top of the fact that council hires the company without checking their safeguarding procedures. Is it because people ( parents ) have no other choice ? Or cause the parents don’t need to pay for it from the pockets they are not considered the customer ? I honestly can ignore the awful customer service skills I can tell myself it is chaotic at the beginning of the year. I have worked at school for few years so I know. But I cannot ignore the safeguarding issue. Especially when all it takes is the text “ goodmorning your drivers name is ….” IF there are changes or the call to a clearly daily customer that the designated Driver is unable to pick up the child and so this week they will aim to send this and that driver instead. Imagine someone stealing the taxi driving and picking up the child they have observed and know the routine ? Better safe then sorry especially that it would be a child paying for lack of imagination of adults that are responsible for them.

magdalena jablonska - 08/09/2021 | report this review