I have been a frequent user of Dragon Taxis for many years and have always regarded their service as excellent. That was until Saturday 10th November. On Saturday 10th November, I prepaid for a return taxi from Cardiff to Newport following the Wales v Australia match. I was keen to ensure a taxi as I had my ten year old grandson with me and paid £28 in advance with the understanding that I had to be outside the Hilton at 8.00 pm. We were outside the Hilton at 7.45 and then carefully checked every taxi as it arrived. By 8.15 no taxi had arrived and I enlisted the help of another Newport Dragon taxi driver who was outside the Hilton with a mini bus awaiting for his passengers. He checked all the taxis waiting and phoned the office and was told that my taxi was in Greyfriars Road which was a few minutes drive away. After 15 minutes, no taxi had arrived and I phoned the office again. Following this call the taxi arrived about 8.40. The driver then said he has previously been at the Hilton but could not find me. Frankly I do not believe that the taxi driver was at the Hilton earlier and I say this for the following reasons:- - I was at the Hilton at 7.45 and was carefully checking every taxi as it arrived - The taxi driver said that he could not wait long as he was being told to move on. This wasn't the case - there were a number of taxis parked awaiting customers to arrive - The other Newport Dragon driver of the minibus was parked up for about 15 minutes and did not experience any problem. His very helpful attempts to locate my taxi also failed. - I was getting mixed messages from Newport particularly about where my taxi was located - this included in Greyfriars Road and outside the New Theatre. - I fully accept that I was having problems with my phone on the night however I have replayed the messages. There were a number of messages from the office saying that the taxi was parked up waiting for me and another from the driver timed at about 8.35 stating that he had arrived. There was certainly no call or text around 8.00 pm stating that he had arrived I fully accept that after internationals, Cardiff is busy and also would understand if the taxi had been delayed. What I don't accept is the taxi not arriving and then the attempts to cover up whatever had gone wrong. I would like the matter fully investigated so that other passengers do not experience a similar problem read more

Absolutely outrageous, I thought when you booked a taxi they picked you up where you ask them too, not with dragon taxis, we asked to be picked up outside the drago lounge in Newport, I had my disabled sister with me and I was overloaded with shopping, the driver phoned us up and we had to walk to the lay-by further down, I was tamping, I'll never use them again read more

Booked a taxi over 24hrs in advance and whilst waiting for the driver to arrive, picked up someone. Rang the company who said couldn't find booking and next taxi over 20 mins wait. What is the point in using the service if they cannot honour what you've booked. Utter rubbish do not use they make excuses for their poor service read more

DO NOT PREPAY Prepaid for taxi home from my toddlers ballet class over the phone which cost £13 for 1.30pm. Just before 1.30 my toddler fell and gave herself a black eye so I filled in an accident form quickly and then left at 1.35. My taxi was nowhere to be seen so I looked at my phone and saw I had just missed a call at 1.36. I looked around the carpark and waited a few minutes then I called them back at 1.41. They said the taxi had gone and I would have to pay again. I explained I was only 5 minutes late because I was doing an accident report for my daughter. Their attitude was disgusting with the manager saying "its not my problem". I told them I had no money to pay again and didnt have my card on me as I didnt think Id need it as Id already paid. They refused to refund me and to send another taxi. I explained that I am pregnant, had a toddler with me and no pram or car seat with me so couldn't even get someone else to pick us up. I was so upset I that we were stranded that I burst into tears on the phone in front of my little girl which really upset her. Ended up walking 3 miles home in the heat being pregnant with a little toddler, and no money for drinks or buses. If it was them that was late it would have been a different story! Different if hed been waiting ages or if I hadnt already paid. Im now out of pocket and very upset! read more

Courteous dispatcher, fixed price (cheapest so far), prompt, texted on arrival, clean modern car and a pleasant driver.