I ordered a taxi for Gatwick airport and was told it would take 50mins to 1 hour to get there. At fifteen minutes after it was supposed to arrive I called to chase up. Another taxi was sent, 20-25mins late.
The original taxi had apparently picked up my neighbours! I was outside the house a couple minutes BEFORE the scheduled arrival time but the original taxi, having arrived early, obviously did not bother to check the name, the phone number or even the destination of his passengers. My neighbours were in fact going to Victoria station, their booked taxi DID check such details with me, in hindsight it would have been better to have used that taxi, but we thought our Brownes taxi would arrive any minute. In the end, the journey in fact took 1 hour 10 mins, and my mother missed her flight.
This is not entirely the fault of the taxi service of course and their price is reasonable, however if you are going to use Brownes: add on time to the estimate they give you, and be aware that they do not check who is getting into the car. Their approach in this instance, including their approach to customer service on receiving feedback, was careless. read more
