Addison Lee: Taxis & Couriers 4+

Terrible new visa checkout

The app used to be great but the visa check out is so poor. Have to put card details in from scratch every time, can’t save details; when when doing multiple bookings per day. And needs to confirm every transaction. this visa checkout doesn’t integrate with Apple Pay or anything similar so your stored cards don’t show up and you have to manually type in the card number every time. This ‘improvement’ made the app much worse

Developer Response ,

Good Morning,

I hope you are well.

Please can go into your wallet and set your card as the default payment. When this is done you will not be taken to visa checkout.

I hope this helps.

Regards

Jayne
Customer Experience

Very hit and miss

I used to use AL frequently after finding Uber’s service getting steadily worse. However the service is so very hit and miss, either getting one great driver out of 10 being reckless and rude drivers. The Club Lee also feels like a scam where the more frequent you ride you gain points to jump tiers and supposedly get discounts and faster pick ups. I’ve noticed the price suddenly jump up as I move tiers and the drivers definitely questionable... I’ve often complained and the customer service on that side have been great offering discounts but it does not seem like there has been an improvement on the driver side.
The pickups are also terrible where the app pinpoints your GPS and drivers get sent elsewhere. I have on one occasion got yelled at from a driver for not being in the right place despite being so on the app, after explaining that I was according to the app the driver didn’t even acknowledge that neither one of us was at fault but sulkily drove me to my destination.
App needs adjusting, and drivers definitely need vetting.

Certainly not a premium taxi service

I wouldn’t recommend Addison Lee anymore. Having used it for business and also personal airport transfers I have found the app unreliable, the drivers aren’t helpful and or rude at times and not in keeping with the “premium taxi” service. Not even with Uber have we gotten such bad service. The customer service is just unfortunate. When feedback has been provided there was a lack of acknowledgement and supporting the customer. It was more a case of excuses. The app is unreliable and the payment methods aren’t straight forward. I still end up paying cash as the drivers don’t have a card machine (which for a premium service in London is unacceptable). Have deleted the app and will no longer be using the service for business or personal reasons. Will be using black cabs moving forward. Their app is certainly better and drivers are reliable and know where they are going!

Developer Response ,

Good Morning, I am sorry to hear about your bad experiences with our app, staff and drivers.



If you would like to discuss this further, please email customer.relations@addisonlee.com.

Kind Regards,
Shellie