Dec 05, 2018 06:52 PM
20560 Views
As heading indicate, save yourself as Gozo is operated by calling local cab drivers in respective nearby area. They don’t check your booked car type, pickup timing, nothing at all. If there is no driver in your area, they will cancel your booking early morning, late night without informing you. Save yourself & your family in unknown areas. Please refer proof as attached with this review. We had booked their car 2 times and faced lot of issues as mentioned below.
1) Wrong car assigned - They take booking for Innova or similar SUV car and then send Eritiga or any poor condition car which is normally cheaper than what you had paid. As you do not have much option in new locations, you had to take it without any complaint.
2) Late Delivery of your car – Your car will always reach atleast 1 hour late than your planned timing.
3) Pathetic customer care at Gozo –
A) Please call customer care in morning time till 10 am. No-one will attend your call. When you are in problem, they are not there at all.
B) When you call on 24 7 number, you have been ask to wait for 15 to 30 seconds which finally ends with holding line for 1 hour without any reply
C) Calling queue changes your priority - How come when you are at 1st place in queue changes to 4th in queue automatically. Let me know more on it .
D) Customer care calls you and give instruction for back dated journey - One fine day, customer care called me and instructed me not to use car after 9 pm. I had asked him, which journey he is mentioning . He mentioned the date of my 1st journey dates which were already gone . I requested him to have some basis talent before calling customer. Then he hangs up the phone. 4) Cancellation of Car without any information -
a) We booked car for 2 days. Just 2 days prior, my colleague had got the same reason of Car breakdown due to which he has to bear a loss of further booking Prior to booking, I was chasing customer care on emails and calls to provide driver booking.
b) Due to your process, they mentioned that they can provide car details just before 4 hours of booking . However, in my first booking, customer care provided it to me 2 days in advance. Here also, process is not unique.
` c) The booking day morning, I had to make my small kids and old parents ready for 7:30 am car . All got up at 6 am, There was no email of booking from Gozo end. Since then, we all tried reaching to customer care but there was no response. I emailed them at least 10 times for which there was no reply.
Then I had chat with your customer care and screen shots of it are attached. The reason in chat is same'Break Down of Car' . I asked him which car, where booking details is for which there was no reply.
d) At around 10:30 am, with booking id, booking email and my escalation email, Priyanka, a customer care asked following in email.
I have received your mail that you want to book a cab, for that I need to know the details,
like
about your planned trip?
One-way drop, round trip or multi-city trip
if round trip or multi-city . please provide number days
My queries to her was as follows.
Where she or her colleagues was when booking was not done?
How illogical to ask same details from me when she see booking id in subject line and complete details in email chain .
I asked her to call me and then I got the call. Can't she call at 1st place?
e) At 12 noon, I had to arrange one way taxi and we reached to our destination at 5 pm. We had no energy to explore local places as it was complete dark and we had no car with us .
f) The same day I was looking out for next day cab as we don’t wanted to miss flight . In all our journey, we couldn't explore local places because, the people to whom we paid in advance taken us for granted. Don’t they have zero tolerance when booking was not done and have risk mitigation plan when there was cancellation? Overall, they converted our joyful trip into frustration, anger, uncertainty at every point. We will take further action.
