Refund offered to taxi passengers as goodwill gesture

I would like to say that the details of the complaint are absolutely correct. The lady and her friends in question were, on this occasion, dealt a poor hand because of a simple human-error.

The error caused a lot of inconvenience to the group of ladies and A2B Cars are truly sorry. I can assure you a refund has been offered as a goodwill gesture but has not yet been collected.

My only disappointment is that even though I personally dealt with the lady's complaint, and by the end of our conversation she had been satisfactorily appeased, she saw fit to write to the Dispatch.

I don't mean to make light of this lady's complaint, but mistakes do happen, even in a perfect world.

In our defence, A2B Cars have fought tooth and nail, especially recently, to maintain a safe and reliable 24-hour service throughout Nottinghamshire and to the people of Hucknall, Bulwell and Kirkby where others have 'shut up shop'.

A2B staff and drivers have come out in a gallant attempt to provide outstanding service to hundreds and thousands of people, especially during this spate of particularly bad weather. I think this should be commended.

We have all taken calls from frustrated customers desperate to get where they need to be and we have always done our best for them. Our staff and drivers deserve medals!

On a positive note, A2B Cars have had numerous thankyou messages flowing in from many of our loyal customers. We will make every effort to keep these customers happy.

A2B Cars are now running double the number of vehicles, including minibuses, than we were a year ago. Work has grown threefold in the last year due to successfully gaining many private accounts, local authority contracts and cash-paying customers, especially since the launch of our booking office in Kirkby. Thankfully, most of these people are happy with our service.

I would like to take this opportunity to thank our customers for their ongoing support and wish them all a very happy and prosperous 2010.

IAN BROUGH,

General manager,

A2B Cars,

Hucknall.