Analysis of 409 reviews reveal that Addison Lee seems to like overcharging their customers

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Based in London, Addison Lee is a private taxi company that offers premium transport, for business and personal needs. It seems that they’re overcharging customers and on top of that, shying away from the truth.

Why do we say this?

The topic “overcharge” occurred in 42% of the reviews and has an average grade of 1,63 / 5, which is lower than the overall average grade of 2,18 / 5 for the project. It seems that some customers had been charged extra without any explanation as to why. When they knew about the reason, on several occasions, the driver had claimed that customers had made them wait. In reality, it was the driver who was late or had got lost.

This leads us to the topic “late arrival” that has an average grade of 1,83 / 5 and occurred in 42% of the reviews. As previously mentioned, some customers complained that the driver lied about having to wait, which caused them to have to pay additional charges.

The topic “dishonest service” occurred in 28% of the reviews and has an average grade of 1,89 / 5. Some customers mentioned that Customer service had been rude when calling them. It was also said that regarding drivers, Customer service would back them up and for instance, overcharge customers who claimed they had not made the driver wait.

Addison Lee could try to look into ways to be more transparent concerning additional charges. Perhaps, they could have some kind of standard when it comes to waiting time, which will always apply equally.

It may be that they also need to create a proper complaints department of some sort, to solve issues in a more professional manner. Currently, they do not seem to put as much effort into Customer care as what might be required.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Tripadvisor.

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