DG Cars レビュー 

DG Cars からの回答

2023年11月27日

Dear Andrew,
We have conducted a thorough investigation on this issue and found that you have booked this cab by yourself, and your pickup was from airport, however all of our airport runs should be prepaid so we can dispatch a driver for you.
For payment we have sent you a payment link on your number and have tried to contact you multiple times but have not received any response from your side.
By the time we were in process to further tried to contact you, you have cancelled your booking by yourself.
We take each complaint as an opportunity to learn lesson and improve to ensure that our customers are happy with the service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall.
This ticket will now close for you, however, please feel free to get back in contact with any more concerns or queries and this will reopen the ticket for you.
We look forward to your service in the future.
Kind regards.
Hussain

DG Cars からの回答

2023年11月20日

Thanks for the great feedback, and we hope to see you again soon

DG Cars からの回答

2023年11月20日

Thanks for the great feedback, and we hope to see you again soon

DG Cars からの回答

2023年10月23日

Thanks for the great feedback, and we hope to see you again soon

DG Cars からの回答

2023年10月23日

Thanks for the great feedback, and we hope to see you again soon

DG Cars からの回答

2023年10月9日

Thanks for the great feedback, and we hope to see you again soon

DG Cars からの回答

2023年10月9日

Dear Jacqui,

Thank you for bringing this to our attention. We are sorry about the experience you are reporting. We expect that all drivers maintain their vehicles to a high hygiene standard, ensuring that their cars are cleaned and fresh before each journey and between jobs. We are speaking to the driver about this and will ensure that he is adhering to company hygiene policy and regulations.

Regarding the late arrival, we can see an internal error due to the driver's late arrival. We fully acknowledge our responsibility in this matter and are committed to improving our systems and processes to prevent similar occurrences in the future. We are taking immediate action to enhance our communication methods, ensuring that customers are promptly informed of any potential booking delays or changes.

Once again, we sincerely apologize for the inconvenience caused and appreciate your understanding. Your satisfaction is important to us, and we will use your feedback to improve our service and prevent similar occurrences in the future. Thank you for your understanding and patience. We value your continued support and hope to have the opportunity to serve you better in the future.

Regards,

DG support.

DG Cars からの回答

2023年10月9日

Good Morning,

Thank you for reaching out to us with your issue. One of our Core Values as a company is to keep our customers for life. Therefore, we are happy to investigate this and do everything possible to find a resolution.

We apologize for the inconvenience you have experienced with our service. We work towards sending your car on time from the moment we receive your booking. Bookings are sent to the nearest available driver so we can get to you as efficiently as possible.
However, the transport industry has various factors beyond our control, which limit our ability to ensure this 100% of the time. We take every complaint as a learning opportunity to ensure our clients receive excellent service. Rest assured, we will continue to work to provide you with better service going forward and to improve our overall quality.

We have looked into the details and can see that the refund will be processed automatically and should be reflected in your account in the next 3 to 5 business days.
I appreciate your patience in this situation, and please contact us if you have any additional questions.

With regards,

Jamal

DG Cars からの回答

2023年9月18日

Dear Steven,

We understand the frustration and disappointment that resulted from not being picked up as planned and fully acknowledge our responsibility in this matter and are committed to improving our systems and processes to prevent similar occurrences in the future.

We have discussed it with our department which deals with the airport fleet to ensure that pre-allocated drivers are informed in advance to minimize such occurrences in the future. As mentioned previously, the refund is processed for this journey. We do regret the inconvenience this may have caused to our valuable customer and aim to improve our communication methods, ensuring that customers are promptly informed of any potential delays or changes to their bookings. Our service to you is important to us and we are proud to say that most of our customer are left satisfied with their journey but on this occasion, we apologize sincerely that you have not experienced our usual high level of service.
We take each complaint as an opportunity to learn lessons and improve to ensure that our customers are happy with the service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall. This ticket will now close for you. However, please feel free to get back in contact with any more concerns or queries, and this will reopen the ticket for you.

We look forward to your service in the future.

Kind regards,

Jamal

DG Cars からの回答

2023年9月4日

Dear Esther,

Thank you for reaching us with your issue. One of our Core Values as a company is to keep our customers for life, therefore we are happy to investigate this and do everything we can to find a resolution.
We have checked the details of your booking ID 20287398 and found it was booked on cash from Arnold And District Victory Club Ltd,
If you are referring to another booking kindly provide us the details and we will assist you accordingly.

Thank you

Regards

Hussain

DG Cars からの回答

2023年9月18日

Dear Matt,

Thank you for reaching out to us with your inquiry.

After reviewing your case, We would like to sincerely apologize for the inconvenience you experienced with your booking. Your feedback is essential to us, and we appreciate you bringing this matter to our attention.

We deeply regret the miscommunication regarding the appropriate vehicle size for the amount of luggage you had. We have thoroughly reviewed the incident and have already taken steps to provide additional training to our staff to avoid such situations in the future.
I will make sure that you receive a full refund for the taxi fare.

As a gesture of goodwill, we would also like to offer you £15 off your next booking made on the mobile app.

We take each complaint as an opportunity to learn lessons and improve to ensure that our customers are happy with the service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall.

Kind regards

Anton

DG Cars からの回答

2023年7月31日

Dear David,

Thank you for reaching us with your complaint. Our service to you, is important to us and we are proud to say that most of our customer are left satisfied with their journey but on this occasion, we apologise sincerely that you have not experienced our usual high level of service.

However, we would like to inform you that you have booked a prepaid airport run and have not paid for your journey. Also for the payment confirmation we have tried to contact you 4 times at 05:42 on 19/07/2023 but did not get any response from your side.

Due to this reason your journey was cancelled. We request you in future if you book any airport run so prepay for your journey before the booking date so you will not face such hassle.

This ticket will now close for you, however, please feel free to get back in contact with any more concerns or queries and this will reopen the ticket for you.

Many Thanks,

Kind regards

DG Support

DG Cars からの回答

2023年7月31日

Dear Jack,

We apologies for the inconvenience you may have experienced in the past. As an established company we always strive to provide best service to our customers. We came across your feedback and find an opportunity to help you. Unfortunately, due to insufficient information we are not able to locate your booking.

I will now close this ticket for you but if you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We appreciate your understanding and look forward to serving you better in the future.

Best regards,

DG Support.

DG Cars からの回答

2023年7月31日

Good afternoon Mr Devonshire

Thank you for reaching out, we're sorry to hear of the issues you faced
Upon investigation into the matter we can see that there was a number of areas we could certainly improve on, and processes that should have been followed

Firstly, our team should have contacted you ahead of time, and certainly before your original outbound journey, should prepayment have been required on either of your journeys

Our updated policy does state that all airport transfers should be prepaid, however the DG APP allowed you to make this as a cash booking, as we did not make a reasonable time frame to establish contact, we should have sent this booking out, due to our lack of action at the time

We do request Flight numbers upon booking, however again, as this was not actioned in an appropriate time frame, this booking should have been sent in good faith, and should the team not have been able to establish a logical landing time, based on flights coming in around your booking time, then the book time should have been used as your pickup time, and after standard paid waiting time, additional charges could have been requested
Regarding your query regarding Arrow Cars, yes, we do own Arrow Cars, and have a desk at EMA arrivals, however, as you had prebooked a DG Car, which we had cancelled, the correct process should have been to rebook you as your original request, and honour the original price, and we're sorry this was not the case

If you would accept this, we'd be more than happy to a £15 promotion code for use with the DG APP on a future journey, as a gesture of apology and goodwill

We shall be discussing this with any team involved in the decisions on the day, to ensure safeguards are in place to prevent such a issue from occurring in future, and we would again like to apologize for the circumstances that led to your complaint, we assure you we have no intention of causing such

We hope to hear from you again soon so we can resolve this for you in a timely manner

Best regards

DG Support

DG Cars からの回答

2023年7月31日

Dear Jennie,

Thank you for bringing this to our attention.

You should have received your refund now and we apologise again for any inconvenience caused.

Kind regards,

DG Support

DG Cars からの回答

2023年7月24日

Dear Millie,

Thank you for reaching us with your complaint. Our service to you, is important to us and we are proud to say that most of our customer are left satisfied with their journey but on this occasion, we apologise sincerely that you have not experienced our usual high level of service.

We can assure you that we take this complaint very seriously. It will be forwarded on to management who will discuss it with the driver.
Action that we will take in relation to your complaint:
We will speak to the driver in question and offer further training to make sure that this sort of thing does not happen again
The complaint will be recorded against the driver. It will go against him if any other similar complaints arise.
We will make sure that this driver is not paired with any of your future bookings.

We strive on customer satisfaction and making sure customer feel safe and securing during each journey, is one of our top priorities.
We take each complaint as an opportunity to learn lesson and improve to ensure that our customers are happy with the service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall.

Kind regards

Hussain

DG Cars からの回答

2023年7月24日

Dear Peter,

As per the email we sent you,

We apologies for the delay in your cab service and do understand how frustrating it can be when you’re relying on a timely pickup, and we deeply regret any inconvenience this may have caused you.

At DG, we strive to provide punctual and reliable transportation services, and we take any deviations from our high standards very seriously. We have reviewed your feedback and have found an opportunity to assist you with your experience. Therefore, to rectify the problem, could you provide us with the details of the journey.

Date and time.
Pickup and drop-off location.
Name and contact number on the booking.
Your satisfaction is of utmost importance to us, and we will do everything we can to regain your trust.

We'll be waiting for your response.

Regards,

DG support.

DG Cars からの回答

2023年7月3日

Dear Jonathan,

We do understand your concern and we fully acknowledge our responsibility in this matter and are committed to improving our systems and processes to prevent similar occurrences in the future. We are taking immediate action to enhance our communication methods, ensuring that customers are informed of any changes to their bookings or if anything is require regarding the booking.

This might be not the outcome you were expecting but we regret to inform you that we are unable to reimburse the cost of the completed journey. Once again, we sincerely apologize for the inconvenience caused and appreciate your understanding. Your satisfaction is important to us, and we will use your feedback to improve our service and prevent similar occurrences in the future.
Thank you for your understanding and patience. We value your continued support and hope to have the opportunity to serve you better in the future.
Regards,
DG support.

DG Cars からの回答

2023年6月26日

Thanks for the great feedback, and we hope to see you again soon

DG Cars からの回答

2023年6月26日

Dear Susan,

We have spoken to the driver who has stated that the airport security cameras and barriers recognizes his licence plate as one that does not need to pay for car parking on exiting.

Kind regards

Anton