Dilemma re cancelled appointment

balabooberlies

Hello

This is going to set me up for some telling off, but hopefully not.

I booked a pet/vet cab to take me today to a specialist eye vet for my dog. I have been desperate for this appointment as my Tiggy's eyes are not well at all and my normal vet is non-plussed. Hence this appointment.

At around 8.30am the practice called me to reschedule the appointment as the vet is unwell and won't be at work today.

I immediately texted the taxi lady to let her know (she rarely answers her phone, texts seem to work better) and the response I got started with 'hhmm'. The rest of it said that she would normally charge me the £47.50 fee but this time she wouldn't.

I assured her that the cancellation was out of my hands and that she could phone the vets to confirm, if she so wished. I felt awful.

She is not available for the rescheduled appointment so am desperately trying to find alternative transport for next Wednesday.

My query is this. This is her business and I absolutely understand that. I am wondering if I should offer her a token amount, say £20.00, by way of apology.

What do you think ?

PollyWollyDoodle

No. You’ve acted decently - she’s agreed to waive the fee - let it go. She may have missed the chance to take another booking, but she hadn’t had to do any work so her loss, if any, isn’t huge. Accept her offer gracefully.

rach_k

I wouldn't. If you want to thank her, just use her again next time you need a taxi and tip well. If her services are good, recommend her when appropriate.

balabooberlies

well here is a strange turn up for the books.

I phoned the vet to see if I could get cancellation so that I could get Tiggy in sooner and also to see if Taxi Lady could make that appointment (Monday instead of Wednesday). I wanted her to have the business. I couldn't get through to her. Phone completely dead. Tried from my mobile and landline.

I have only used her once but the other week when I spoke with her she gave me the name of another Taxi Man that carries pets. Phoned him and everything is booked for Wednesday but for almost half the price. £25.00 instead of £47.50

I just hope that he turns up.

baggins11

I am self employed and sometimes people cancel me with very short notice. I have in my contract that I charge a cancellation fee but in practice I never do. The thing people rarely consider though is that I am often fully booked so if people cancel at the last minute I often have turned down other work after accepting their booking so I end up losing out. I also don't get holiday pay, don't get pay if I am sick, don't get paid if my clients are sick etc.

So I would say if you know she is out of pocket because of it (ie. has turned down other work) ideally you should offer something but otherwise I wouldn't worry.

I occasionally get clients who book me then change plans and just forget to cancel and don't even offer to pay when I drive all the way to their house for the booking. Some people really do take the mickey.

As long as clients are genuinely sorry and its out of their hands I don't mind and clients like that flexible approach and I get lots of word of mouth advertising and repeat business.

Good luck for Wednesday Bala.

balabooberlies

Hi Baggins

I completely understand. Hence thinking I would offer her something but she is not even contactable now. It really was out of my hands and I promise that a pet owner like myself would be itching to get to an appointment like this. Not cancelling it.

In the end I walked Tiggy down to my normal vet but he could give no joy. He is new to me and I am not very happy with him but perhaps I am just not used to him. The vet that works there on Thursdays only is more my kind of vet. He listens and then explains his findings. Quite simple really.

Now, if only I could get Tiggy to be unwell only around Thurdays..........the world would be on it's way to perfect !

;-)