When Meru cabs started, I was a big fan because at affordable prices, Mumbai had got call-a-cab service. But less than 3 years and there is no accountability.
5 experiences with me and my family when Meru cabs have not turned up even after receiving confirmation SMS. Drivers have begun to hold customers at ransom. On multiple instances, drivers have picked up customers on road and ditched the booking made through their call center.
For complaints, you are normally 40th in the queue and by then you are negative on patience levels and hence ended up not registering complaints. Though on one occassion, I held more patience and complained but did not follow up on results.
But, after 5 experiences, Meru cabs go down to the LEAST PREFERRED cabs. Mumbai is slowly heading back to a scenario when no efficient cabs are available for consumers.
Mega cabs do not have enough cabs to cater to Mumbai's demand.
Star Cabs are useful only on journeys to Airport/Station
Gold cabs are worse than even Fiat cabs
And Black and Yellow: Will we ever see entire fleet transforming into modern, consumer-friendly cars?
On top of all this, what is lacking amongst all cabs is: Customer Service. Consumer is not the king for them. But that's true with any business: telecom, electricity, government.. list will go on.
Problem is deeper and in the roots: Attitude. Do we lack the right attitude to run the service industry? I hope we dont else the India's growth story due to service industry will be short lived.
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