Green Metro Cars レビュー 

Extremely disappointing and unacceptable service - an elderly, unwell passenger left waiting at Luton Airport for hours

We had used this company previously for corporate airport travel, which is precisely why we trusted them with something particularly important: collecting our elderly mother from Luton Airport while we were travelling abroad.

We booked and paid for the journey in advance on 24 August, including an additional Meet & Greet service. The booking was confirmed and we believed everything had been properly arranged.

Unfortunately, what followed was completely unacceptable.

Our mother has an autoimmune condition and is not in good health. After a 3.5-hour flight, she was supposed to be collected approximately 1.5 hours after landing. Despite the confirmed, prepaid booking, no driver arrived to meet her.

She ultimately spent around 3.5 hours at the airport waiting to be collected, while constantly having to communicate with us to work out what was happening.

At the time, my husband and I were on another continent and in a completely different time zone. It was approximately 3 a.m. for us. Instead of being able to sleep after our own journey and trust that our mother was safely being looked after, we spent hours repeatedly calling the company between approximately 3 a.m. and 5 a.m., trying to establish where the driver was and when somebody would actually collect her.

What makes this experience even worse is the way the situation was handled afterwards.

We received no meaningful apology for leaving an elderly and unwell passenger stranded at an airport despite having a confirmed prepaid booking. There was no genuine attempt to take responsibility or offer an appropriate resolution for the considerable stress and disruption caused.

We had paid approximately £100 in advance, including £10 for Meet & Greet - a service that was simply not provided. To add insult to injury, we were then charged an additional £7.

The payment handling was also concerning. A payment of £1.01 was taken during the telephone payment process and, as far as we can see, was not refunded, followed by a further payment of £101.

This wasn’t simply a taxi being a few minutes late. We entrusted this company with the safe collection of an elderly, unwell family member because we were thousands of miles away. They accepted our money, confirmed the booking and then failed to provide the service at the agreed time. We were left trying to resolve their failure from another continent in the middle of the night, while our mother waited for hours at Luton Airport.

Having previously trusted this company with corporate airport travel, I am extremely disappointed by both the service failure and, perhaps even more importantly, the lack of care and accountability afterwards.

At the very minimum, I would expect the company to:

* refund the Meet & Greet service that was never provided;
* refund and explain any additional or incorrect charges;
* provide a proper explanation as to how a confirmed prepaid airport collection was missed; and
* offer an appropriate resolution for the serious inconvenience and distress caused.

Unless this company takes responsibility and makes a genuine effort to rectify what happened, we will not use them again for either personal or corporate travel and cannot recommend entrusting them with an important airport collection.

I am giving the company the opportunity to respond and put this right. If they do so appropriately, I will update this review to reflect how the complaint was ultimately handled.

Transport to airport at 3am. Timely and ok HOWEVER the driver claimed he couldn't get paid for 2 weeks by the company hence I had to pay CASH. Imagine at 3am driving a single woman to a cashpoint and demanding the CASH for the journey? Horrible start to our vacation. Worst taxi experience in many years. Avoid.

Scammers!
I am extremely disappointed with the service provided and the vehicle we received.
We paid £375 for a 16-seater Mercedes-Benz minibus with air conditioning. The company was very quick to issue an invoice and request payment. However, on the day of my wedding, we were sent a 10-seater white school bus instead. It had no air conditioning and did not include the correct car seat for a baby, despite this being a requirement. We also had elderly passengers travelling in 25°C heat, which made the situation even more unacceptable.
We raised a complaint on the day, and were told that the original minibus had a flat tyre and that an alternative vehicle had been sent. However, we were not informed of this change in advance and only discovered it when the vehicle arrived. This lack of communication is unacceptable, particularly on such an important occasion.
Despite clearly not receiving the service we paid for, there has been no offer of a refund. We feel completely misled.
We were told we would receive a resolution the same day, but instead, at 5:30pm, we received a message stating that our complaint had been forwarded to a “dedicated complaints team” and that we should expect a response within seven business days. This delay only adds to our frustration and disappointment.
Overall, this experience has been extremely poor, and we expect a prompt and fair resolution, including appropriate compensation.
Black minibus is what we ordered and white is what arrived.

Used several times for Hospital Apptmt 20 mile trip from Reading. Booking is easy via app which tells you when taxi arrives and which vehicle etc. Driver and vehicle excellent. Prompt and courteous.

Outward journey to a wedding reception was fine, return journey was not as expected. We waited outside the venue for car to arrive, were put into contact with driver, who launched into a tirade (he was at the wrong entrance) about having to do a school run. When we were eventually met, driver became extremely detrimental about the nationality of the hosts. A tirade of racial comments, which I found very upsetting, as party was a mixed race group. I felt extremely uncomfortable, I did however, manage to change the subject, to which we were then told of his failed marriage. I certainly had a most disconcerting journey home. Drivers views are not appropriate and gave a totally wrong impression of the company.

From booking to drop off, everything was professional with constant contact with arrival times etc, driver was great. And very competitive pricing.

Driver demanding cash payment before entering the vehicle but he asked for £10 upfront extra incase there was any problems with the journey.... wtf.

Absolute shambles of a taxi company, no professionalism, very rude to customers& each other, premium price. I booked a taxi to take a wheelchair passenger and myself home from hospital, not only did they arrive to the wrong place he expected me to then walk to him to which I said no because I got a wheelchair, was very rude ‘I know you have’. Trying to get the wheelchair into the car was too much effort for the driver and he did the bare minimum saying it won’t fit before even making an attempt, I tried to help him as he was struggling then he shouted at me and said I shouldn’t of done that because it’s now stuck. When I went to get into the car I had to move McDonald’s rubbish out the way and the seatbelt which I had already applied was sticky. The driver wasn’t the most helpful and was very rude, when I called the from to explain why I wouldn’t pay the full price for the service I received he proceeded to tell me ‘that wasn’t fair’ what wasn’t fair is making my elderly grandmother feel more of a burden than she already feels by moaning about pushing her into the car. I can deal with a bit of rubbish but your attitude towards her and myself was unprofessional and I refuse to pay more than my usually company for the bare minimum. My usual company are cheaper and go above and beyond - I’m glad I’m band from using your company now I’m more than happy to wait longer for yellow cars than get home quicker using this company! Disgrace!

I used this service for a while and never had issues until recently. Driver pulled into service station and insisted I pay him upfront before we had reached end destination. Incredibly rude and disrespectful. Will not use again.

Despite having the address, the taxi driver got angry when I didn’t direct him on where to go. Terrible service and terrible price.

Dishonest, rude drivers and badly run. Definitely do not recommend.

Terrible experience - driver drove too fast took a number of wrong turns and was rude

Keeping this one simple just don't use them

Have had at-odds experiences with this taxi firm. We took one of their taxis to the venue (which was as expected and the driver was lovely) but for the return journey were quoted £1 more. Accepted it as it was rush hour but when the driver turned up the fair increased by another £3 making it £4 more than the outward journey (and not the price quoted). The driver was nice enough, he said to call the office as they set the price and he would be out of pocket.

The person on the phone insisted they quoted the more expensive fare and only after insisting several times that I repeated the lower fare to them did they lower it to £2 more than agreed. Disappointing and feeling taken advantage of. Won’t be using again. I know it’s a small amount but it all adds up if they do this to a lot of people.

What a disappointment. The drive to the wine estate was fine, but on the way back, we were quoted a significantly higher price than what was originally agreed upon.

After complaining on the phone, the company changed their price multiple times, getting caught in their own lies as the price fluctuated. After a lot of arguing, we finally received the original agreed-upon price. I feel sorry for the driver, as they were just following orders from head office, and this incident cost them a tip.

It seems they may have thought they could get away with quoting a different price, assuming the customer would be intoxicated. Unfortunately for them, I refuse to be taken advantage of.

I would strongly reconsider using this company and suggest finding an alternative. For drivers, I hope the wages and compensation are fair, as experiences like this drive customers away.

This is why companies like Uber are putting such businesses out of the market, and then they wonder why. I would not recommend this service. If you experience a similar issue, complain or use another provider.

Terrible customer service. Using as a business with 3rd large taxis booked and the company wouldn’t authorise a lone female passenger passenger a shorter car ride then two pre authorised despite having say so from paid company booking

DO NOT USE THEM!!!
We booked a mini bus, it turned up at the wrong location (despite the company being the ones to secure the location). The driver was unfriendly and impolite.
The company had somehow managed to forget that the driver would need a 30 min break during the journey and did not factor that in when giving us a leaving time. The driver then took 45 mins break instead of 30 and would not leave an earlier. This made the team 45 minutes late for an important event.

Ring for a taxi. 15 minutes after its meant to arrive I ring thrm to ask where it is. It takes 7 minutrs to get through. It's not been dispatched yet.

The drivers coming though. He'll ring me as I've started walking to my destination. He never does.

I ring them back. Still no taxi. I cancelled it when it was 45 minutes late and I had missed the train I was catching.

Also can't work out how they justify £12 for 1.2 miles, when even black cabs are under £8.

Poor communication, lies and expensive. Use someone else

Not actually used this shower but one of their drivers showed appalling driving skills before pulling into a disabled persons parking bay without indicating and parked at such an angle, the vehicle also covered part of the next bay which was a “with infant” space. Because of this inconsiderate parking, we had to park two rows away however, my partner is a registered blue badge holder so this caused discomfort and pain. I called Green Metro Cars and tried to explain how the actions of their driver had impacted my partner but wasn’t given the opportunity to do so as the guy kept interrupting me. First of all, he tried to tell me that “the vehicle isn’t one of ours, love” to which I responded “well, your company name and number is plastered all over the vehicle…..love!!!” His attitude was appalling and he blatantly did not give a care. Consequently, I would not take the risk of relying on them for an airport run or needing to be somewhere important on time.

I was a trader at Reading Festival this year and I booked my pickup and drop offs at short notice. The team replied the same day and we’re able to accommodate. Each fare was agreed, the drivers were able to accept cash or card. There was a lot of flexibility on the agreed times and all drivers were on time and very friendly. I read the reviews before booking and gave them the benefit of the doubt. I have to say I have been impressed from start to finish. I highly recommend Green Metro Cars and will use them again. Thank you to the entire team who took care of us. Very much appreciated.