I am writing to lodge a formal complaint against Gozo Cabs for their abysmal service and complete disregard for customer well-being during my recent travel experience.
On February 11th, 2024, I had a confirmed booking (Ref: OW[protected] with Gozo Cabs for a 5:00 AM pickup from Tropicana Resort, Alibaugh, to Mumbai Airport Terminal 2 for a crucial flight. Despite the confirmed booking, Gozo failed to provide a cab, leaving me stranded with limited time.
To exacerbate the situation, my numerous attempts to reach customer service via phone calls and WhatsApp messages (over 20) were met with complete silence. This lack of communication and assistance during a critical moment was incredibly frustrating and added to the stress of a missed flight looming.
Later, I learned that the assigned driver's car battery was dead. This information, clearly known to Gozo customer service, was never shared with me, demonstrating a deliberate negligence of their responsibility.
Fortunately, after an hour of frantic searching, I secured alternative transportation at twice the cost. While this prevented missing my flight, it resulted in unnecessary financial loss and immense stress.
Adding insult to injury, Gozo even sent me an invoice for the unfulfilled booking and requested a rating for a "successful trip!" This mocking attempt to close the issue without addressing my concerns is unprofessional and unacceptable.
I demand a full refund for the original booking, compensation for the additional expenses incurred due to Gozo's failure, and a formal apology acknowledging the severity of this incident and the deceptive practices employed. Furthermore, I urge Gozo to take necessary actions to ensure such blatant disregard for customer well-being and unprofessional conduct do not occur again.
I am sharing this experience to raise awareness about Gozo's unreliable service and urge fellow consumers to consider alternative cab services that prioritize customer satisfaction and responsible business practices.
Sincerely,
Laxman Kumar
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