Pros 
Cons A Mixed Bag of Experiences: The Good, the Bad, and the Missing
Book A Maxicab, based in Jurong West, Singapore, enjoys a 4.0-star rating, suggesting a generally positive perception among some customers. Several reviewers praise the spaciousness and cleanliness of their vehicles, consistently highlighting the comfort provided during rides. One customer remarked on the vehicle being "clean, spacious, and welcoming," and another appreciated the driver arriving early and offering helpful local tips. The convenience of a 7-seater taxi and minibus service, especially for larger groups or families with young children and elderly members, is also a recurring benefit pointed out by satisfied users. However, this positive experience isn't universal, and a concerning number of reviews reveal a significant undercurrent of unreliability and communication issues – a theme that pervades many accounts. The accessibility options, specifically wheelchair-accessible seating, are a notable plus for those needing this accommodation.
The Recurring Nightmare: No-Shows and Disappearing Drivers
The most consistently troubling aspect of using Book A Maxicab appears to be the problem of drivers failing to show up for booked rides, particularly airport transfers. This issue is so frequent that a pattern of behaviour has been identified by multiple reviewers, leading many to express regret for choosing this service. Examples include:
- No Contact: Customers report being given driver contact details that are unresponsive or, more often, no contact details being provided whatsoever.
- Ghosting: Numerous accounts detail instances where drivers simply don’t appear, despite confirmed bookings. Attempts to reach the company via WhatsApp or phone are often met with silence.
- Last-Minute Cancellations (or Lack Thereof): Customers are left stranded without any notification of a cancellation, forcing them to scramble for alternative transportation, often at the last minute, putting considerable stress on travelers, especially those with families. One reviewer explicitly stated they "should have gone for cheaper alternatives" due to this experience.
- Discrepancies and Reassignments: When drivers do eventually appear, they are sometimes not the correct vehicle type or intended for the correct location, further compounding the frustration. One user recounted being reassigned two drivers, one unsuitable for their group size and the other arriving 20 minutes late, citing a lack of information about multiple locations.
These incidents have prompted sharp criticism, with one reviewer stating, "Don't just confirm bookings when you cannot fulfil."
The WhatsApp Woes: Assumption and Sarcasm
Beyond the driver no-shows, significant complaints revolve around the communication style of the person handling bookings via WhatsApp. Several reviews accuse this individual of making unwarranted assumptions about sending driver contact information to customers, then responding with sarcastic remarks when those customers inquire about meeting points.
"There was NO driver contact given but that fellow assumed that driver contact was given and gave sarcastic remarks when I was asking where to meet the driver at terminal 2.”
This points towards a frustrating customer service experience, exacerbating the stress of a missed transfer. Many reviewers advise caution, noting that it's necessary to "read through to better understand" the potential for this kind of interaction. It's clear from the reviews that the WhatsApp communication aspect needs substantial improvement.
Loyalty Lost: A History of Service Decline
Several reviewers mention having been loyal customers of Book A Maxicab for several years, only to be deeply disappointed by recent experiences. This erosion of trust is particularly poignant, as it suggests a decline in service quality over time. One user, disheartened by the lack of response after a no-show, stated, “After so many years of loyalty, I think it’s time to move on and find another.” This sentiment is echoed throughout the reviews, highlighting a shift in perception from a reliable service to one riddled with inconsistencies and unresponsive communication. The recommendation is clear: “Think twice.” and “Use their services at your own risk.”