[Resolved]  Meru Cab Company Pvt Limited — Chauffeur Misbehaviour

Address:

Mumbai Suburban, Maharashtra

Following is the experience with my last use of MEru cabs.

Booking Details
Date of the Trip : 7/Sep/2011
Time : 2100 hours
Pick-up : Borivali Station (East)
Drop : Goregaon
Cab No. : MH01 JA 9035
Chauffeur Name : Subhash Gaurishankar Singh
Chauffeur Mobile : [protected]

On arriving at Borivali station the chauffeur refused to come to the station & insisted that we walk out of the station premises & meet him near Mongini's cake shop. Since, there were 2 ladies in the group & we were carrying heavy luggage, it took us about 10 mins to reach Mongini's. The chauffeur called up and informed us that he would not wait beyond 15 mins if we didn't reach in time. When we reached Mongini's, he was nowhere to be seen. On calling him up, he said he would reach there in 5 mins. When he came eventually, he drove past us and parked about 50 meters away. Even when I explained that the luggage was heavy & my mother was 67 years old with Arthritis & hence couldn't walk, he initially refused to drive back. After a lot of coaxing & cajoling, when he finally came down, he started screaming & behaving very rudely & told us that since it was beyond 15 mins, he wasn't obliged to service us and also refused to take any luggage other than that, which would fit into the boot.

While I understand the 15 mins clause has been devised for better logistical management, in this case teh delay was caused due to :
1. The chauffeur's refusal to pick us up from the station
2. Him not being available at the designated pick-up point when we reached there
3. The time wasted due to his refusal to drive back even 50 meters despite explaining the difficulties we were facing

When I complained the Meru helpline to register my feedback, I was informed that Meru has a policy of not arranging pick-ups from Railway stations. In that case, why is Borivali station listed as a pick-up option on your website.

I am usually flattered by the service quality of Meru and am a huge advocate of your service, but in this case the whole experience was extremely inconveniencing & disappointing, especially since there were lady travellers & we were carrying some heavy luggage. Moreover, the behaviour of chauffeur was extremely rude.

Awaiting your response on the same. Thanks.