A booking was done (sufficiently in advance) vide booking no. 3839, for a drop on 24 Aug '09, 2130 hrs, from West Saidapet, an remote/interior place, to Chennai Central, to catch a train at 22.50 hrs; with lot of luggages (18 pcs) & 4 elderly ladies and a small child.
When I checked at desk at 2100 hrs I was assured that a vehicle will report sharply at 2130 hrs and contact no. of a driver (9841751397) was also given. On contacting the driver he told me that he is on some other trip duty and asked us to contact desk. On contacting the desk I was asked to contact the same driver. The executive attending the call was not even updated on the last minute change in the planned route of THEIR OWN drivers. The driver insisted and repeated that he is on some other trip duty and asked me to contact the desk again.
After several frantic calls, to desk and to the driver, desk staff informed me in a CARELESS, INDIFFERENT AND CASUAL manner (at the last minute) that a taxi can not be sent leaving me stranded at that remote place, without a quick means to get another taxi and reach Chennai Central in 30 miutes. As it was late night, no other call taxis were available at such short notice. After, all the planning and advance booking of taxi, we were left to find out other means to reach the station at that very late hour.
Probably this is one of many worst examples. An year ago the same last minute ditching was done, leaving a bitter taste.
(1) If services can no t / don't want to be provided to certain areas / at certain time, it is better to inform at the time of booking itself. (2) If it is realised that services can not be provided clients be informed at least 5 hours before.(3) Desk be staff instructed to be more responsible for such late night trips, from such remote places, when alternatives can not be arranged quickly or easily by the client. (4) Shed ego and colloborate with other call taxis to meet such situations.
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