EN | NL
Review Policy ClubTaxi
At ClubTaxi, we agree that honest reviews are essential for high-quality service, transparency and trust within the taxi industry. That is why we handle customer reviews, complaints, service recovery and public right of reply with care and consideration.
We value genuine feedback — both positive and negative — because it helps us continuously improve our services. At the same time, we actively invest in preventing problems by communicating clearly, thinking flexibly and offering practical or financial solutions where appropriate.
ClubTaxi Online Reputation
We will further strengthen our review policy and publicly explain how we deal with feedback, negative reviews, fraudulent claims and attempts to damage our reputation.
We accept legitimate criticism and publish it as well. At the same time, we actively work to prevent 1-star reviews by taking service issues seriously, resolving complaints promptly and, where appropriate, offering practical or financial compensation to customers.
What we do not accept are public reviews that are knowingly factually incorrect, used as a pressure tactic, or intended to harm our company, team or reputation.
Where there are demonstrably false accusations or attempts at blackmail through review platforms, we expressly reserve the right to publicly respond, including publishing our side of the story and relevant evidence, where legally permitted.
In doing so, we deliberately distinguish between private communication and public statements. As long as no public accusation is made, we see no reason to respond publicly to an individual.
When A Ride Literally Gets Stuck
Yes, that is our Tesla. Yes, it really did get stuck on a concrete block.
From the moment it happened, we immediately informed the customer. Once it became clear that the tow service would not be able to assist in time, we arranged and paid for an Uber Black so the customer could still reach their destination.
That solution ended up costing us more than the original booking itself. In the end, the invoice was never paid.
We choose to solve problems, even when it costs us money.
Honestly, that was probably the least frustrating part of that day. Sometimes a ride does not go according to plan. What matters more to us is how a company responds when it does.
Why We Increasingly Document Situations
Sometimes an airport transfer gradually turns into an international relocation.
In this case, a ride was booked for 4 passengers with an amount of luggage that fully complied with our online baggage policy. Upon arrival, however, the actual amount of luggage turned out to be significantly larger, including oversized items and two small children.
Our driver immediately explained that this raised safety concerns and that, under normal circumstances, the ride would not have been carried out in this manner.
Because young children were involved and the family might otherwise have faced immediate difficulties, the decision was ultimately made to proceed with the transfer.
Along the way, we also:
- returned for forgotten keys;
- drove extra carefully due to the load;
- and actively helped the family reach the correct departure hall.
Afterwards, we received a complaint claiming, among other things, that:
- we had arrived “too early”;
- the amount of luggage had been different;
- and that we should have arranged a larger vehicle ourselves.
We chose not to accept payment for this ride.
At the same time, situations like this have taught us that proper documentation is essential. That is why, in doubtful situations, we increasingly document the factual circumstances on site, both in writing and photographically.
We greatly appreciate good reviews. Legitimate criticism as well. But factual inaccuracies will not go unanswered.
For now, the illustrative image is AI-generated. In situations where necessary, however, ClubTaxi extensively documents the actual circumstances on site.
Not Every Review Comes From a Customer
Not every negative review follows an actual ride.
In this case, we received an enquiry for an airport transfer. Because the requested departure time appeared unusual for a trip to Schiphol Airport, our dispatch team contacted the customer to verify the details. During that conversation, it became clear that 16:15 had been entered while 04:15 had actually been intended. Following that call, a quotation was issued.
As no response or acceptance was received within the validity period, the quotation expired in accordance with our policy. No booking was confirmed and no transportation agreement was concluded.
Shortly afterwards, a 1-star review appeared stating that ClubTaxi had cancelled a ride without explanation.
We respect everyone's right to express an opinion. However, we believe it is important to distinguish between a cancelled booking and an unaccepted quotation.
This example illustrates why online reviews are not always posted by people who have actually used our services.
Situations like this further reinforce why we carefully retain communications and why we prefer to document events in their proper chronological context.