How to improve the taxi customer experience, moment by moment

The taxi customer experience improves when every moment of the journey runs smoothly: booking is easy and the price is clear, the driver arrives on time and can be found without searching, the journey is safe, comfortable and by a reasonable route, payment is simple and, if something goes wrong, there is someone who answers. It is not about big investments but about taking care of the details in the order the passenger experiences them.

A transfer does not start when you get into the car or end when you get out. That is why we suggest looking at it as a journey in five moments, with what the customer expects at each one and what improves it.

A booking with no doubts

The first impression is the booking. The customer wants to know three things: whether there is a taxi for the time they need, how much it will cost and how the service will be confirmed. A fixed price shown before confirming settles the main concern, especially on long journeys such as airport runs. Offering different channels also helps: some people prefer the form, some want to speak to a person and some feel more comfortable writing on WhatsApp.

A punctual pickup

Arriving a few minutes before the agreed time is a taxi driver’s best investment. If traffic or anything unexpected makes that impossible, giving notice in good time completely changes how it is perceived. It is also useful for the customer to know what to do in that case, as we explain in what to do if your taxi is late.

This is the moment people remember most. The keys, in order of importance for most passengers:

• Safety: smooth driving, following the rules and seat belts for everyone.
• Route: suggesting the route, explaining it if there are traffic jams and respecting the one the customer prefers.
• Vehicle: clean, with no strong smells, an empty boot and a pleasant temperature.
• Manner: greeting the passenger, confirming the destination and letting them decide whether they want conversation.
• Special attention to older people, families with children or travellers with reduced mobility; there are adapted taxis for people with disabilities for those who need them.

We bring together the habits behind a good journey, from the driver’s point of view, in how to become a top-notch taxi driver.

Transfers to and from Barajas concentrate all of the above under more pressure: early-morning times, suitcases, children and, on the way back, tiredness after the flight. What these passengers value most:

• On the way out, a pickup time that leaves a margin: about 2 hours before the flight for European destinations and 3 for international ones.
• On the way back, the driver knowing the flight number to check the terminal and confirm the meeting point. That is what we do with our airport pickup.
• A price known in advance, regardless of traffic. In our service, €33 from inside the M-30 and a fixed fare by area for everywhere else, which you can check on our fares page.
• A child seat requested in advance if young children are travelling.

The experience takes two. As a passenger, you also help the journey go well:

• Give your full address when booking and let us know about any change of time or flight as soon as possible.
• State the number of passengers and suitcases, and whether you are bringing pushchairs or bulky items.
• If you have a preferred route, say so at the start of the journey.
• Look after the vehicle: no eating or leaving rubbish.
• Check the seat before getting out: phones and wallets top the list of things left behind.

What is not measured does not improve. For a taxi driver or a taxi service, the most useful signals are reviews and how they evolve, the complaints received and how they were resolved, punctuality on booked jobs and how many customers come back. A well-looked-after experience is also the best way to win customers, as we explain in how to get more taxi customers.