Consumers choose their favorite taxis

Consumers choose their favorite taxis

By Sugianto Tandra

JAKARTA (JP): Asking people which taxi company they prefer is
the same as asking them about their favorite food or clothes --
the answers are too varied.

Similarly, when people were asked to relate their experiences
with taxis, responses were also diverse.

Benjamin Budiono, an assistant manager at a branch of
Citibank, travels to and from work by taxi. His rule of thumb for
selecting taxis is simple: "Pick the blue taxis. Avoid the yellow
ones."

The blue taxis could be those belonging to the Blue Bird,
Kosti Jaya, Bima Sakti, or Citra taxi company.

Benjamin, or Benny, recounted unpleasant experiences with
yellow cabs, which ranged from the rudeness of the drivers to
manipulation of taxi meters, forcing him to pay more than the
usual fare.

He admitted, however, that his bad experiences might have been
caused by the poor service of "individual drivers"; he did not
blame the cab company in general.

"So I suggest that the company creates a good public relations
program, like opening special complaint booths, and responds to
them seriously," Benny said.

Frans Pangaribuan, a President taxi driver, has been working
with the yellow-and-red fleet for more than 10 years. He admitted
that President taxi used to have a very poor public image.

However, Frans blamed it on people whose mentality was such
that they listened to and believed hearsay, even if they never
had any bad experiences with this particular taxi company.

"People don't notice that there are plenty of bad drivers
hired by the blue taxi fleet," he said. "People believe, just
like that, that yellow taxis are bad."

Frans said he believes in giving the best service to
passengers. "Until now, I have never had any difficulties in
meeting my employer's daily target of earnings," he said.

"You see, a lot depends on the drivers themselves, not on the
color of the taxi fleet. I know from fellow cab drivers that taxi
companies do not have any special training for their drivers on
how to satisfy their customers," Frans said.

Dian Nitami, an actress, says she has never been disappointed
"because I ride Silver Bird most of the time". The service she
was referring to is more expensive than that of other taxis; the
flagfall fee is Rp 2,500, compared to the Rp 1,500 charged by
ordinary taxis.

"I need only to call, and they'll arrive on time. The service
is always satisfactory, and there is nothing to worry about," she
said.

However, Dian said she has heard a lot of stories from her
friends about their bad experiences with taxis, especially
concerning those operating without permits around Gambir and
other railway stations.

"My friends said some taxis operating at Halim Perdana Kusuma
Airport still refuse to use their meters. I wonder if the
government is taking any actions against these kinds of taxis,"
she said.

She recounted a friend's experience when they complained about
a taxi driver to a security officer at one airport and was told
that "it's usual".

Sri Lestari, an employee of Burson-Marsteller Corporate,
Financial and Marketing Communication, used to drive her own car
to work. Four months ago, she gave up driving and started taking
a taxi to her office in Mid Plaza, Jl. Thamrin, Central Jakarta.

"I decided to take a taxi because I couldn't stand the traffic
jams. Just imagine -- it could take me almost two hours to reach
the office, and another two hours to return home," she said.

She is supposed to leave the office at 5 p.m., but often
leaves at 6 p.m. and sometimes later.

"Between 5 p.m. and 7 p.m., there is hardly any taxi which is
willing to pick you up at the office building. During that time,
you have to wait at the roadside and it can take you an hour or
two to get a cab. On Fridays, things are worse," she said.

When she is in a hurry, she asks her co-worker for a ride to
the Grand Hyatt Hotel, where she can easily get a taxi.

"There are only the Silver Birds at the hotel, which means
that I have to pay more. But it's fine," she said.

She lives in the Bintaro Jaya housing complex in Tangerang.
The taxi fare to the office is about Rp 13,000, but she has to
pay between Rp 14,000 and Rp 15,000 for the taxi fare from the
office to her house because she has to take a U-turn on the way
home. If she takes a Silver Bird, she has to pay almost Rp
30,000.

She said she did not mind spending hundreds of rupiah a month,
because she could save her energy.

She related that she sometimes had unfavorable experiences
when traveling by taxi. A taxi she took from the street drove her
around before heading to the destination. So, whenever possible,
she always places an order for a taxi by phone. In the morning,
she prefers Kosti Jaya, which pools near her house. At lunch
time, when she wants to eat out, she prefers Blue Bird. However,
she said she had several bad experiences with the taxis she
ordered by phone to pick her up at the office building.

"By the time I arrived at the lobby, the taxi was gone. I
lodged my complaints with the taxi company, but it happened again
and again. I wonder why they did not take action against the
driver," she said.