01/09/2026
Sometimes the feedback that means the most doesn't come as a compliment.
A client got in touch this week — she'd been charged for a child seat that wasn't in the car. Fair enough. We refunded the fare in full, same day.
But here's the part that stuck with me. When I apologised and told her I'd be looking into it, she wrote straight back asking me not to be hard on the driver. The driver had been outstanding. She'd been planning to email us and say so.
We hold our drivers to four things: Professionalism, Communication, Service and Integrity. On this job we got one of them beautifully right and missed the others — and we'll fix that internally, properly and fairly.
To the client: thank you. For telling us when we got it wrong, and for going out of your way to tell us who got it right.
If you pay us for something, it should be in the car. Simple as that.