Complaints Procedure
At EXCURSION TAXI ALLIANCE we are committed to providing a high-quality service to everyone we deal with. In order to do this, we need you to tell us when we or one of our Drivers get things wrong.
Our aim is to help you resolve your complaint as quickly as possible and to do so we have set out the following core principles:
- We treat as a complaint any expression of dissatisfaction with our service which calls for a response.
- We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
- We treat all complaints seriously, whether they are made by letter or by email.
- You will be treated with courtesy and fairness at all times.
- We will treat your complaint in strict confidence and in accordance with the requirements of the UK`s Data Protection Act and the EU`s General Data Protection Regulation.
- We will deal with your complaint promptly, acknowledge receipt of a written complaint within 5 working days and aim to send you a full reply within 20 working days.
How To Complain
You can make a complaint in writing using the following email address: Complaints@taxis-uk.com.
Whilst we are present on various social media platforms, we would like to ask you to refrain from using social media to submit your complaint and appreciate the chance to deal with your complaint first before you post or submit comments that can be dealt with more appropriately using this procedure.
Our Complaints Procedure
We have a 2-stage complaints procedure. At each stage, it will help us to resolve your complaint quickly, if you can give us as much clear detail as possible, including any documents, correspondence and state that you are making a complaint in line with our procedure.
Stage 1
This is the first opportunity for us to resolve a complaint, and the majority of complaints will be resolved at this stage. Upon receipt of your complaint, we will:
- Acknowledge your complaint within 14 working days of receipt.
- Investigate the matter.
- Speak to the relevant staff member or Driver, if necessary.
- Deal with your complaint.
- Provide you with a full response within 14 working days.
Stage 2
If you are dissatisfied with the full response provided by us during the first stage, you may request a review. Your request should be sent to the staff member who provided you with the full response and he/she will forward your request to our director for a review.
Extending Time Limits
We aim to complete all complaints within the above-mentioned timescales; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep you informed of the progress of the investigation, the reasons for the delay, and the new deadline.
Following any stage of the procedure, a complainant has a maximum of 90 days from the date of the final response to the request that their complaint is progressed to the next stage.
Remedies
The general principle we follow is that a complainant should, as far as possible, be put in the position he or she would have been in, had things not gone wrong. Nonetheless, the remedy chosen needs to be proportionate and appropriate to the failure in service and take into account what a complainant is looking for when making a complaint.
The Action We Take To Put Matters Right Can Include A Variety Of Remedies Ranging From
- A sincere and meaningful apology (explaining what happened and or what went wrong).
- Remedial action, which may include reviewing or changing the service provided.
- Putting things right.
- Training or supervising staff; and/or
- Financial compensation.
Concerns & Contact
If you have any complaints regarding the service you have received from us, please contact us at Complaints@taxis-uk.com.
If you have any other concerns, any other questions or comments about our Complaints Procedure, you can contact us using the following details:
EXCURSION TAXI ALLIANCE LTD
160 London Road,
Barking,
Greater London,
IG11 8BB,
United Kingdom
Web: www.taxis-uk.com
E-Mail: PPTC@taxis-uk.com
ETA stands for ”Excursion Taxi Alliance”.
It’s a transportation service company that offers various travel options in the United Kingdom
ETA offers a range of transportation services, including taxi rides, airport transfers, seaport transfers, and long-distance journeys.
Also, ETA offers transportation services for day outings, night parties, and weddings.
You can easily book a ride with ETA through our website.
You can also send us an email or WhatsApp message for complex quotations.
Unfortunately no; the mobile app is still under development.
Yes, you can request a fare estimate through our website.
Enter your travel details, and we’ll provide an estimated cost for your journey.
ETA accommodates both immediate bookings and advanced reservations.
For immediate rides, use WhatsApp.
For planned trips, we recommend making reservations in advance.
Yes, you can cancel or modify your booking through our website or by contacting us through email or WhatsApp.
Please check our cancellation policy for any applicable terms.
Yes, ETA is partnered with numerous local operators all over the UK and they are licensed through their local licensing authority. Not only the operators but also all the drivers and their vehicles.
The biggest licensing authority is Transport For London (TFL). Operators, drivers and vehicles undergo extensive training and possess the necessary expertise to ensure safe, professional, and comfortable rides.
We believe in transparent pricing. The fare provided during booking or estimation includes the standard charges. Any additional fees or surcharges will be clearly communicated before confirmation.
Your fare does not include driver wait charges, which will be calculated (if there are any) after pickup.
Your driver will wait for you at the pickup location.
Contact ETA Immediately: Notify ETA as soon as possible about the delay by calling their customer service hotline. Inform them of your revised estimated arrival time.
Wait Charges: Our wait charges for non-airport pickups are £20/hour.
Yes, ETA provides a complimentary waiting time for the first 15 minutes as part of its service.
Beyond this duration, additional waiting time will incur charges at the rate of £20 per hour which is specified in our policies.
The wait charge for the driver is £20 per hour.
Yes, ETA provides a complimentary waiting time for the first 60 minutes from the flight landing time as part of its service for all airport pickups.
Operators and drivers are instructed to monitor the flight and arrive at the airport on time.
Operators and drivers are instructed to monitor the flight and arrive at the airport on time.
There are no driver wait charges for flight delays, driver wait charge will start 60 minutes after the flight landing time.
Drivers often wait at designated pickup areas specified by the airport or in pre-designated zones specifically allocated for passenger pickups. These locations might vary depending on the airport and its regulations.
Generally, drivers will wait at a convenient spot, such as the arrivals terminal or a designated meeting point.
Please contact your driver or the operator specified in the email soon after you land to advise them of your arrival status.
In the event that your driver is running late, we advise you to contact our customer service team immediately.
We understand the importance of punctuality and strive to minimise delays.
Our team will assist in providing updates on the status of your assigned driver and make the necessary arrangements to minimise the inconvenience caused by the delay.
Your satisfaction is our priority, and we appreciate your understanding in such situations.
ETA accepts various payment methods, including credit/debit cards, digital wallets or online payment platforms.
Stripe is our primary payment service provider.