The Keen Group Reviews 

There isn't a no star option.

Ordered a car the night before for 7.20am to get me to the office for an early important meeting i was running.
Advised at 7.10am that the driver were approximatly 15 minutes late (not a real issue)

Called at 7.45 to find out where they were to be advised that the car was 10 minutes away and another drop off had delayed them.

Eventually arrived 8.05 (45 minutes late) and as a result missed the key meeting I was hosting.

Sent complaint in via email to customer services and booking email addresses and zero response.

Avoid like the plague is my advice, unreliable and unresponsive to complaints

I have now been let down by these people twice because they cancelled at the last minute “because a better job came along.” Once on the way to the airport and just now I thought I’d give them another chance (MISTAKE) on the way to an important dinner. They used to be so dependable! But now they are horrible!! AVOID AT ALL COSTS!

I ordered a a cab for an early collection on the 16th of August. The booking was confirmed by email and text for 5.40am. I was waiting at the appointe dhour - no cab came. I called Keen Group to be informed the booking had been cancelled for no good reason (my accound had significant funds available). I had no warning of the cancellation and the booking clerk could offer a car only 40 minutes later. flight missed - but, I hopped into my car, got to Heathrow by skin of my teeth. dumped car in short term car park, was charged £85 for the day. Keen refused to accept any responsability or contribute to parking charge.
MORAL _ if you book Keen, book another company at the same time - one might even turn up!

Wast of time and money to book this cab

They have never been on time
I have to wait 30min from my booked time

I recently needed a taxi to take my very poorly cat to the Vet. The team at Keen couldn't have been more accommodating - especially Safi who was both extremely professional but went above and beyond to sort out a pre-booking to ensure I made the appointment on time. Thank you Safi for your excellent customer service and kind help. I will be using Keen again soon! Kindest regards, Jeanita Snowdon, Clapham North

Don’t use this company. It used to be ok but has been getting steadily worse. The drivers are always late - they don’t do flight tracking - so they are never on time - meet and greet doesn’t happen. They charge premium prices but it’s a terrible service - the cars are filthy old minicabs. AVOID.

Appalling service, pre booked, driver drove past us, we were already waiting at pickup location, filthy car, were told not worry about seat belts. Booked returned journey, car parked away from pick up location. Ended up finding a black cab. Cheaper. Won't use again.

I hired taxis through Keane group from central London to SE London twice this week and on both occasions they were punctual and drivers very polite. Competitively priced too.

Twice they have totally mucked up, cancelled a booking picking up three ladies after a Christmas party leaving three women own their own in the cold. Then a pre booking for new year never turned up, leaving a family stranded. Totally unreliable, I shall not be using again.

Last week I booked a taxi for five of us to take us to the theatre in London today. 30 minutes before it was due to pick us up Keen Group phoned to say they wouldn't be sending a taxi because 'they didn't have the right cars'. I won't ever use them again - surely the whole point of booking early is that you get a reliable service? No apology either,

Awful service! Booked a day before, on the day I called to find out where the driver was and I was told 45 minutes late. I had to call for this to be communicated. Do you call this a service?! Disgraceful!

Pre booked taxi for airport pick up. On arrival checked location tracker and it was 35 minutes away - at 1am! Driver had not been told to pick up until after aircraft had actually landed. Will never use again

Such a bad experience. I called to ask for a taxi, he didn’t understand my location so I spelled it out phonetically. Still didn’t understand. So I spelled out the postcode phonetically, still didn’t understand. I explained it was a famous location in soho, still didn’t understand. Ten minutes later of him trying to understand me, he still didn’t understand so I then persuaded the waiter to try and explain my location … no use. Then eventually he put me onto his colleague and I started again with the location. He then said there were no cabs for an hour. Why!!

If there was an option for zero star I would give them that. Specifically booked a preordered service to ensure I didn’t miss my flight. The driver was late so I called them twice and the lied to me both times that the driver was five minutes. Eventually I got a text that the driver was 20 minutes away which was already after 20 minutes of waiting. I had to get my partner to drive me to tge tube and rush for Heathrow express. Never ever uninhabited them again! Didn’t even get an apology when I told them not to bother. Terrible service!!

I have used Keens cabs for at least 20 years – but never again. I have been let down on the last three occasions when I pre-booked a cab. I was notified the cab was on its way but it never arrived. When I phoned to enquire where the cab was I told that one had never been dispatched.
This business books jobs they cannot deliver on. I am never going to use them again.

I pre-booked an estate car yesterday with Keen to arrive at 5:15am today to get my and a bike to a bike race event. I called-up beforehand to check this was OK. Keen confirmed and I booked via the app.

The app pinpointed my location and determined my door number and street name, but got the postcode several hundred metres wrong.

When the car failed to arrive by 5:25 I called to check the car had not gone to the incorrect postcode. In fact no car had been sent at all. Keen had no estate cars available and were seeking other firms to whom they could sub-out the job. The customer services rep was abrupt and unable to do anything about the issue.

The driver didn’t arrive until 6am. 45 minutes later than agreed. Resulting in me missing my bike race start. I could have arrived at this time by train, and saved this expensive cab fare.

If Keen had told the truth and said they had no cars available then I would have made other arrangements.

My previous experience with Keen has been positive, with drivers arriving well ahead of the agreed time for airport transfers. But, seeing the reviews of others, I see this is a common problem.

I will not be using Keen again. They cannot be relied on.

This company has no idea of reliable service. I booked a taxi to pick up teenage children at Heathrow. Taxi was booked at 8.10am for pick up at 11pm the same day. The taxi was cancelled at 10.15pm and my daughters landed to a text message saying we have no drivers sorry! On ringing the company to ask what was going on I was told sorry we have no drivers we don't guarantee we can pick you up when you book and anyway we gave you 45 minutes notice so you could arrange something alternative. They don't seem to realise that if you are in a plane, 45 minutes notice doesn't really work as you don't recieve the message. They did not bother to call me despite my explaining on booking that if there were issues to please call as this booking involved teenagers. If a taxi company can't guarantee a booking then they shouldn't take it. Particularly when I even paid in advance of pick-up.

Really disappointed. Trip from Dulwich to Central London booked to attend a wedding. 10 minutes before pick up, we were texted to say that the cab would be 25 minutes late. We got an Uber and as we arrived in Central London, we were texted by Keen that, despite having been cancelled, the cab turned up 35 minutes late.

I booked a cab to take me and my disabled friend of 85 to the National theatre for the matinee performance. No cab turned up and the driver appeared to vanish. No one rang to advise us that our cab wasn't coming, so we rang again and were promised another. No cab appeared and once again the driver vanished - couldn't be traced on tracking. Again, no one bothered to check that everything was OK. We lost our trip to the theatre and experienced stress and huge disappointment. Awful service, and we are left with a sense that this company cannot be relied on and will not use them again.

Simply awful experience. Used to use this company. But two trips to the airport recently. Both were aggressive drivers. One was late to pick up. Didn't like the attitude of either driver; not friendly, little interest in helping us out with luggage. Will never use again.