Posted in Rants & Raves

Comfort Taxi – service recovery

I don’t own a car and public transport is how I get by. To save time, I hop into cabs. Also I usually use the Comfort Taxi booking app on my iPhone – which is mostly great except when they can’t pinpoint where you are and you also don’t know where you are. OR when it refuses to work, OR when it books you 3 cabs at one go. The best thing about the app is that you can locate your taxi once it’s booked so you can more or less gauge when it will arrive. I’ve learnt to take screen shots of this before the cab arrives because my cab has gone missing on several occasions. Meaning, it appears on my phone that the taxi is round the corner and it disappears from the screen. THEN I find out that I’ve already been “picked up”. So I desperately call for another taxi because by then, I’d be tired and frustrated.

So 2 weeks ago, when this happened to me I got so frustrated, I took the very iPhone that I booked the taxi on and shot an angry email complaining about how the cab disappeared when it was just on my street barely 50m down the road. A few days later, I received a call from  (who I assumed was) their customer service. I clarified a few matters, including one occasion where a cabbie threatened my colleague and my boss (who were sharing a cab home after work) saying that it was illegal to drop 3 of us off at different locations and he was going to break his company rules to do that for us. Throughout the cab ride, the cabbie was on the phone (ear piece) complaining about how he was sick of driving and he was tired. For the matter, the taxis you get into in Singapore must drop all passengers until final destination.

Anyway, yesterday when I got home from Bandung, I found a letter as well as two $5 gift certificates for taxi rides. Thanks Comfort! This is great service recovery!!

Comfort Taxi gift certificates
Comfort Taxi gift certificates


I produced an indie music festival in Singapore for 7years before I moved to the US to be with my indie game dev husband Tom who made Axiom Verge and Axiom Verge 2. We live in Los Angeles, California with our son Alastair (named for Alastair Reynolds) and our dog Goliath (named for his size).

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s