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robertmuscat
Totally unreliable
eCabs的点评
点评：We booked a van with eCabs for the following day, with a confirmed pick-up time of 10:00am. The booking was accepted by eCabs, and we therefore made our arrangements based on the clear expectation that the service would be provided.
Then, at 9:50am, just 10 minutes before the scheduled pick-up and with a boat to catch, we received a call informing us that eCabs could not provide the van.
This is completely unacceptable.
What made the situation even worse was the dismissive and arrogant response to our complaint. Instead of taking responsibility for the failure, the eCabs officer simply told us that we should read the terms and conditions, which apparently allow eCabs to cancel trips. We were also told that eCabs does not have drivers in Gozo and instead relies on self-employed drivers.
This is not an acceptable excuse. If eCabs cannot reliably fulfil bookings in Gozo, it should not accept and confirm bookings in the first place. Customers should not be left stranded at the last minute because of shortcomings in eCabs’ operating model.
We were given no alternative transport, no meaningful assistance and not even a basic apology. We were simply left to deal with the consequences of eCabs’ failure.
This demonstrates an unacceptable lack of reliability, professionalism and customer care. A company should not be able to accept a booking, leave the customer relying on that booking, and then cancel it 10 minutes before collection with no solution and no accountability.
Totally unreliable and extremely disappointing.
Then, at 9:50am, just 10 minutes before the scheduled pick-up and with a boat to catch, we received a call informing us that eCabs could not provide the van.
This is completely unacceptable.
What made the situation even worse was the dismissive and arrogant response to our complaint. Instead of taking responsibility for the failure, the eCabs officer simply told us that we should read the terms and conditions, which apparently allow eCabs to cancel trips. We were also told that eCabs does not have drivers in Gozo and instead relies on self-employed drivers.
This is not an acceptable excuse. If eCabs cannot reliably fulfil bookings in Gozo, it should not accept and confirm bookings in the first place. Customers should not be left stranded at the last minute because of shortcomings in eCabs’ operating model.
We were given no alternative transport, no meaningful assistance and not even a basic apology. We were simply left to deal with the consequences of eCabs’ failure.
This demonstrates an unacceptable lack of reliability, professionalism and customer care. A company should not be able to accept a booking, leave the customer relying on that booking, and then cancel it 10 minutes before collection with no solution and no accountability.
Totally unreliable and extremely disappointing.
翻译：我们提前一天通过eCabs预订了一辆面包车，确认的接车时间为上午10点。eCabs接受了此次预订，因此我们便按照这一明确承诺来安排各项事宜。
然而，上午9点50分，就在约定时间前10分钟，而我们又必须赶船出发时，我们接到了电话，告知我们eCabs无法提供那辆面包车。
这种情况完全不可接受。让情况变得更糟的是，他们对我们投诉采取了漠视且傲慢的态度。eCabs的工作人员非但没有为此次服务失误承担责任，反而只告诉我们说应该仔细阅读条款与条件——显然这些条款允许eCabs取消订单。我们还被告知，eCabs在戈佐岛上没有专职司机，只能依靠个体司机来提供服务。
这种借口根本站不住脚。如果eCabs无法可靠地履行在戈佐岛上的预订服务，它根本就不该接受并确认预订。由于eCabs的运营模式存在缺陷，顾客不应在最后时刻被置之不理。
我们没有得到任何替代交通工具，也没有得到任何实质性的帮助，甚至连一句基本的歉意都没有。我们只能独自承担eCabs失误所带来的后果。
这充分体现了其在可靠性、专业素养以及客户服务方面的严重不足。一家公司根本就不该能够接受预订。让客户只能寄希望于该预订，却在取货前10分钟将其取消，既不提供任何解决方案，也毫无责任心。
完全不可信，极其令人失望。
然而，上午9点50分，就在约定时间前10分钟，而我们又必须赶船出发时，我们接到了电话，告知我们eCabs无法提供那辆面包车。
这种情况完全不可接受。让情况变得更糟的是，他们对我们投诉采取了漠视且傲慢的态度。eCabs的工作人员非但没有为此次服务失误承担责任，反而只告诉我们说应该仔细阅读条款与条件——显然这些条款允许eCabs取消订单。我们还被告知，eCabs在戈佐岛上没有专职司机，只能依靠个体司机来提供服务。
这种借口根本站不住脚。如果eCabs无法可靠地履行在戈佐岛上的预订服务，它根本就不该接受并确认预订。由于eCabs的运营模式存在缺陷，顾客不应在最后时刻被置之不理。
我们没有得到任何替代交通工具，也没有得到任何实质性的帮助，甚至连一句基本的歉意都没有。我们只能独自承担eCabs失误所带来的后果。
这充分体现了其在可靠性、专业素养以及客户服务方面的严重不足。一家公司根本就不该能够接受预订。让客户只能寄希望于该预订，却在取货前10分钟将其取消，既不提供任何解决方案，也毫无责任心。
完全不可信，极其令人失望。
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