Addison Lee: Taxis & Couriers

Two journeys, two waiting time charges on top of expensive airport runs. No way of disputing. We weren’t late so I can only assume driver didn’t hit the button and we got charged. All we could do is leave a one star review for the driver with a comment, which led to a snotty email to us from hq. I’m sorry to the driver but there’s no feedback channel other than ratings. That said, the overall service is good and the prices keen. It’s not perfect but works well enough for our needs. There needs to be a way to give non-driver-related feedback.

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I used to use AL frequently after finding Uber’s service getting steadily worse. However the service is so very hit and miss, either getting one great driver out of 10 being reckless and rude drivers. The Club Lee also feels like a scam where the more frequent you ride you gain points to jump tiers and supposedly get discounts and faster pick ups. I’ve noticed the price suddenly jump up as I move tiers and the drivers definitely questionable... I’ve often complained and the customer service on that side have been great offering discounts but it does not seem like there has been an improvement on the driver side. The pickups are also terrible where the app pinpoints your GPS and drivers get sent elsewhere. I have on one occasion got yelled at from a driver for not being in the right place despite being so on the app, after explaining that I was according to the app the driver didn’t even acknowledge that neither one of us was at fault but sulkily drove me to my destination. App needs adjusting, and drivers definitely need vetting.

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I just discovered Addison drivers have had there income cut by the Carlyle Group - Addison lee owners - who take over 50% of the fair. their car rental has gone up and their milage income reduced. - the tips that DO go to the drivers are presented to the customer as an extra irritation AND unless I do THEIR CUSTOMER SERVICE work for them I cant tip the driver. OH AND they use those bloody star badges as a stick to beat drivers with. ... I await a response from the Carlyle group before deciding on action - but feel deceived into supporting very poor business ethics and behaviour. I intend to identify individual directors & the CEO and investigate what posable justification they hide behind - At this moment I’m enraged. (Oh and this App ... ? Serves the Carlyle group perfectly NOT the customer or the drivers - LOL we will see if I get contacted by senior managment before they meet me and start spluttering about “we didn't know ...” Onwards Toby

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- I can't edit my frequent destinations (or delete a destination, thinking about deleting the app and reinstalling as a solution) - Does not remember my car type choice - Push notifications are random (most of the times they don't work) - I wouldn't need Sms about everything if push notifications actually worked - Does not automatically apply discounts/promos for gold members (need to choose it manually even time) - When abroad and want to choose a pickup in London, I must change the city every time. Please let me set a default destination and remember it when I am outside uk - Heathrow terminal 5 international departures does not appear as suggest, appears only after a search - Frequent destinations are broken, I have traveled to Heathrow 50 times or more, it still does not appear. But other destinations I traveled to only once are there - Would like to add a pre-booking directly to my calendar - Crashes often - Asks me to review the app every time I review my driver And more... It feels like the people who work at this company do not use the app themselves Fix the app, with the otherwise flawless car service and amazing drivers you would kill Uber. The app is the simple part.

Hi. The first thing I will say is I'm a big fan of the service and it makes difficult commuting into London from the Isle of Wight manageable. But the app is not user friendly. It is very awkward to book a car as I tend to do this from home and not intuitive to navigate. There are many improvements which could be made to make it easier, quicker and simpler. One simple thing would be to let you select you most common journey from day top 10 most frequent and then just select date and time.