Not particularly easy to follow all of this, and it does go on a bit. If by any chance it's published on paper then I suspect it would be heavily edited
But whatever the details, looks like an IT glitch caused the payment issue, and 'Nick' obviously kicked off in a way that's not adequately explained here.
Comments off on the website, though. Spoilt the punters' night out, no doubt, but I suspect loads of the usual suspects would be asking why this is news worthy of an article of this length on the Gazette's website?
'Stranded in Sunderland': Nick's fury as Boro Taxis 'hang up' on him after taxi payment strugglehttps://www.gazettelive.co.uk/news/tees ... o-25571560Boro Taxis said they have since 'addressed the matter to [the customer's] satisfaction'Stockton man Nick has told of how he 'lost his rag' after Boro Taxis left him 'stranded in Sunderland' - forcing him to book a cab on a meter with a different firm to get back home.
The 40-year-old had planned an exciting day out for partner Leanne, 38, who was set to celebrate her birthday by watching a highly anticipated showing of Les Miserables at the Sunderland Empire.
But Nick encountered struggles to pay for the couple's taxi home, despite liaising with Boro Taxis over the phone a number of times, with the money all ready to pay.
The dad-of-five said he was told by a Boro Taxis' operator to pay for his taxi home in another cab he'd booked to take them to Thornaby Station on the first leg of their journey, but the driver refused to take his money.
He rang the firm again but was satisfied when he was told the booking was confirmed.
But it wasn't until 10.30pm later that evening, as the couple stood in the pouring rain over an hour away from their home, that they found out the taxi wasn't coming.
A Boro Cars spokesperson said that while they "do not accept all aspects of the complaint" they understand there was an underlying IT issue and have "addressed the matter to [the customer's] satisfaction." The firm added that they "will not tolerate staff being verbally abused."
The sagaNick, who admits he was furious at the time, explained: "We booked the tickets ages ago and we did have a drink that's why we ordered a taxi. We booked the train up because it was cheaper and we were going to get the train back - but the train stopped at 8pm, so we decided to get a Boro cab.
"I went on the app and typed in where we were going to and it came up with £46, and I thought, well that's not too bad. I tried to pay for it but the app wasn't working properly. I rang up Boro cabs because I've used them before. When I finally got through to an operator, he said that is not a problem but he wouldn't take my card number."
Nick said the taxi firm was meant to send him a link on Whatsapp to pay for the cab, which would be valid for one hour. He added: "After 20 minutes there was no link so I rang them again, went through the call options and the guy said 'really sorry, do it again'. The second link didn't come until after half an hour so I rang them again."
The couple had another Boro Taxi booked for the first leg of the journey to get to Thornaby train station to take them to Sunderland, and so Nick said the operator told him to pay for both cabs in one go then.
But he found it wasn't as simple as that, adding: "When we got the first cab I said I owe you another £46 (for the later taxi) and he refused to take the payment. I said' well listen your guy said to us the cab won't be there unless I pay you'.
"Whilst I was sitting in the cab, I rang Boro Taxis again. It's an automated service, and it said 'your taxi from the Sunderland Empire at 10.30pm tonight is confirmed'. I just took that as gospel and I said to the guy, 'it's alright, he'll be there.'"
However, the couple left the Sunderland Empire and there was no taxi waiting. Nick rang the firm again, explaining: "I had to ring them up again for the lady to say to me well you haven't paid for the cab. I explained the situation and she said, 'well you haven't paid for it.'
"I said: 'It was because your link wasn't working. It's 10.30 at night, it's raining, I've got my partner whose birthday it is, and I need a cab home.' In the end, she just said there's nowt I can do and hung up on me. Then I started losing my rag a bit.
"I rang them back again, for a guy to answer. He said he heard me speaking to my partner and said let me put you on hold. He put me on hold for a few minutes and then hung up on us."
Leanne managed to get a taxi from a Sunderland firm, which was estimated at around £50 on the meter but actually cost £70. The couple had to wait a further 45 minutes for this taxi, costing them more money for the babysitter that was looking after the five kids, whose ages range between nine years old to 16 years old, back in Stockton.
Nick said the whole experience left "a sour taste in my throat" because they had both loved the show but were left "stranded in Sunderland" and "£70 out of pocket."
He added: "I was absolutely bouncing with it. I've used Boro taxis for years but I won't again."
"It spoilt it for me because I wanted the full day to run smoothly. I took the day off work, we went out for dinner. She loves a show, we booked the show nearly eight months ago. She loved it and she bawled her eyes out at the end, we give it a standing ovation. The last step of the day was completely let down."
'Frustrating for everyone involved'A spokesperson for Boro Cars stated: "Whilst we do not accept all aspects of the complaint, we have already contacted the customer and are pleased to have addressed the matter to his satisfaction. At the time we were unaware of an underlying IT systems issue which was caused by the operation of a new third-party card payment provider of which we had no control.
"It is frustrating for everyone involved when things don’t go to plan, but like most organisations we will not tolerate staff being verbally abused.
"As we approach the busiest time of the year for taxis, we encourage all customers to download our app, as this provides the customer with a sleeker experience, as there are different payment options , the ability to check and change bookings, as well as being able to track vehicles in real time."
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