AAA Taxis & Private Hire Hertfordshire  Reviews 

Extremely poor communication and unacceptable handling of a vulnerable passenger

I am extremely disappointed with this taxi company and the way they have dealt with transporting my autistic daughter to college.

My daughter was 16 when this company first began transporting her and is now 17. The journeys are arranged and part funded through Hertfordshire County Council as college transport. Given her age and additional needs, I would expect a reasonable level of communication, reliability and care. Unfortunately, our experience has been the complete opposite.

The company has repeatedly avoided communicating with me and has failed to provide clear answers when I ask simple and important questions, such as what time bracket my daughter will be collected. Instead, we are often left waiting without information, despite the fact that this transport is being provided for a young autistic person.

Earlier this year, there was an incident that caused us considerable distress. The taxi arrived approximately 30 minutes late at the agreed pick-up point. By the time the driver arrived, my daughter had understandably left the pick-up point as all other students had left in their own arranged transport and she was alone because the taxi had not arrived. The driver was informed that she had gone into the college and was asked to go into reception and ask staff where she was. He refused to do so and left.

We then had to urgently send a family member to the college to try to find her by this time it was 5pm, we live a 30-40 minute drive from the college so then despite searching, they could not locate her until around 7 p.m where she had been taken in by some horse stable staff. This was an incredibly worrying situation for us as a family, particularly because our daughter is autistic and was a young person travelling as part of a council-arranged transport service.

Despite this previous experience, Hertfordshire County Council has now booked this company to transport my daughter again, and unfortunately we are experiencing the same problems: poor communication, an unwillingness to answer straightforward questions, a lack of consideration for the needs of a vulnerable young passenger, and leaving us without essential information about her transport arrangements.

I appreciate that delays and problems can occasionally happen with any transport company. What concerns me most is the lack of communication and the way the situation was handled, particularly when dealing with a young autistic passenger.

Parents should not have to repeatedly chase a transport provider for basic information about when their child is going to be collected, nor should they be left wondering where their child is after a transport failure.

I would strongly urge this company to improve its communication, reliability and approach to safeguarding and supporting vulnerable young passengers. At present, based on our experience, I cannot recommend their service.

Clean modern cars arrived spot on time, courteous drivers on both occasions. Good communication throughout by text and email. We booked at the last minute and each time there were no problems

Dirty smelly car. Grumpy driver, no meter to check prices and only takes cash. Plus speeding and going to fast over speed humps. We will not use again - will give Uber our money next time over this company.

No customer service, no politeness, no willingness, holding back from assisting. Can’t understand English. I’ve used them twice, the first time gave the benefit of the doubt but a second time. Overall slackness, customer disdain and rudeness. I wouldn’t bother. I won’t give them another chance.

Use another company, this one is tricky. It has been really dishonest with me, clearly cheating, trying to steal tourist money. After I agree 550 kč with card, the driver says no card, he claimed 700 kč cash, and he tried to change for 40 euros, wich is much more. Never again.

Every time I use this company I have problems.

In the past I ordered a taxi in the morning very early to go to the airport. They arrived late and I nearly missed the flight. I was very upset and the reason they gave is: "well, it's morning".

Last night I had to order a taxi from the station to home because I was carrying stuff. The "driver" was talking on the phone and he missed a turn, so he took the long way to my place. I dared saying something and he answered very rudely to me.

Don't use this company....unless you have to. But be prepared to rudeness and approximation.

I got an urgent call to go to see my dying Dad at the Lister Hospital.

I ordered a taxi from Hatfield Travelodge to the hospital.

1. The taxi was 20 minutes late. The driver said he was cleaning his car. I told the driver I had to get to Lister ASAP as my dad was dying.

2. At the end of the journey, the taxi driver did not have a card machine (which is pretty standard). I didn't have cash, who does? I couldn't pay him because of that. My focus was, rightly, on my dad.

3. The driver followed me into the hospital and into the ward where my dying dad was. What sort of person would do that? He insisted on the payment.

4. The staff had to sort him out. A link was provided to me, where I could pay by card.

I was not a fare dodger. I had no cash. The driver who could see I was telling the truth about seeing my dying dad - because he followed me - behaved terribly. AAA had my phone number and address as I was a regular use of theirs. Never again.

I will NEVER use this company again. Their reputation is in the gutter - and beyond repair.

Card machines should be standard, and following a person into a hospital ward is totally unacceptable and unforgivable

UPDATE: Welwyn Hatfield Council has given the driver a written warning.

I’ve lived in the area for 15 years and every time I’ve booked AAA Taxis they have let me down. Over the years I have given them the benefit of the doubt, and every time they fail me again. They will take your booking regardless how many drivers they have and then will claim that they are very busy. Terrible customer service. The management is at fault for breeding a culture of total disrespect for customer’s time. If you want a company to do a simple job and be respectful to your time - do not use AAA Taxis.

Arrived at Hatfield Station and found taxi office . Very friendly and helpful . Taxi arrived immediately and able to give details and pay at office which saves any faffing at the other end. Driver very careful and took me to entrance if crematorium. Ive had years of experiences with taxi firms and this one really impressed me. The only quip I would have is that the car had a very low window height so it was quite difficult to get in and out of. Otherwise very impressive

Rubbish service, pre booked taxis never turn up on time. When you call the office they give a bland apology and say as soon as a driver agrees to pick up the ride they will be there. Meaning this is not a taxi booking service, it’s more like Uber and the drivers will ignore shorter, lower fare rides when they can pick up more favourable rides. Do not book if you need to be somewhere on time. This taxi company doesn’t care and doesn’t honour bookings made even a day in advance

Do not use : I used one for Preston ! Horrendous - teh driver came late - was told on the phone it will be 8.40 however the driver charged me 10.80 ! RIP off - rubbish

Great driver but was 15 mins late to pick us up, if we'd have been late we would have been charged waiting time

Turned up earlier than requested, tried to blame me for booking incorrectly on the app and have now blocked me from any future pick ups - you’ve actually done me a favour you incompetent unreliable bunch.

Always had great service! Ahmet I believe his name is is a lovely man, always does card rides so he’s quick to accept and makes the journey pleasant. Never had an issue

I was a very regular user but was regularly let down. Found customer service to be deplorable.

Taxi was 30 minutes late, had to chase for an update and was told it would be with me shortly. I missed my train because of this which I had to get to make my flight. Even thought it was pre booked. Wouldn’t recommend or use again. Awful service. Would have been quicker to walk. When the taxi arrived the drive didn’t even respond when I said hi or apologise for being so late. Nice one!

Booked with them in the morning for 6pm, car didn’t turn up, they told me one would arrive in 15 mins, then called me back again to say they can’t do the job! I’ve had this multiple times with them, they’ll take your booking hours before then cancel at the last minute leaving you stranded.

They’re rude about it too!