by Ho Ching (Crystal) Lam | March 1, 2021
Over the past 82 years, Black Top & Checker Cabs has strived to put you – our customers, at the forefront of our priorities. As such, we have always listened and acted upon the feedback you have provided us.
To better enhance the process of receiving feedback, we have recently adopted new channels for customers to voice their opinions, including an in-app rating system.
5 ways to provide your feedback
1. Phone
One of the simplest ways to reaching our team is by phoning the Black Top & Checker Cabs’ call center (604-681-3201). Our customer service center operates 24 hours a day, seven days a week, with an average wait time of less than a minute. After you dial the number, a trained representative will speak with you to address your concern(s).
2. Email
If you prefer written communication, you can direct your emails to this email address: info@btccabs.ca. Our management team will respond to your concern(s) within 48 hours.
3. The website
Besides emailing our management team, you can also submit your feedback directly under the ‘Contact Us’ tab on the Black Top & Checker Cabs website (https://btccabs.ca/contact-us/). Once we have received your comments, a representative will address them and respond by email.
4. The Black Top Vancouver mobile app
If you have reserved and completed a trip through the newly revamped Black Top Vancouver app, you will be asked to rate your driver and provide feedback at the end of your trip. Your rating will impact the driver’s evaluation, as well as assist our business’ future operations, such as the training we offer to our taxi drivers.
5. Text message
If you booked your taxi by calling our dispatch team (604-731-1111), you will receive a text message at the end of your ride. The message will confirm that your trip has been completed, as well as provide you with a unique link to rate your experience traveling with Black Top & Checker Cabs. Once you click on the link, you will be brought to a site, where you will be prompted to rate your driver and offer improvement suggestions, such as driver hygiene, arrival time, and the car’s quality.
Your comments help us improve
We take your comments and inquiries very seriously. Your feedback will be documented in each driver’s record with a warning and disciplinary actions, such as suspension of Black Top’s driver status, issued accordingly.
We also have a dedicated team, which assesses and respond to every single customer feedback received. The team was designed to provide satisfactory resolutions to any complaints received. If you feel your issue has been inadequately settled, matters can be escalated to the Operations Manager and the General Manager.
Regardless of the channel, you choose for providing feedback, Black Top & Checker Cabs will ensure your identity remains confidential.
Please continue to share your thoughts and suggestions via our various channels. We are here to listen, help, improve and serve!
*Note: Black Top & Checker Cabs will not address any complaints made on a discriminatory basis.
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