Taxi company cancelled wedding taxi

Covid_Vaccinator

Hello,

Back to MSE for further advice (thank you to the team for your previous support).

 

 

I was recently married.

 

Unfortunately, my wife was 25 minutes late as she was sorting out taxi for her elderly grandmother who needed a wheelchair taxi.

 

Weeks before the wedding we had arranged the taxi to go from care home - Church, Church to reception, and then reception to care home. The taxi was booked for 1215. She was due to arrive 15 minutes before the start of the organ recital (12:45).

 

All three journeys were confirmed at the same time, and my wife gave her mobile to the taxi company. The bookings were made on my phone, so that may also have been recorded. We highlighted it was for our wedding, and checked the details with the agent.

 

Just as my wife was about to leave for the Church at around 12:40 (and on time), her grandmothers care home called to say the taxi had not turned up.

Frantic calls ensued, which added stress to both of us.

The taxi company claimed that my wife had cancelled the taxi, and refused to take responsibility.

After some pleading, a taxi was arranged for her grandmother, however this took 30 minutes.

Her grandmother arrived 80 minutes later than planned.

Re-arranging the taxi resulted in my wife being 25 minutes late.

 

This created additional unnecessary stress.

 

We missed out on some of the special times - e.g. group photos during the afternoon and mingling with guests. We also did not have the chance to enjoy the wedding reception prior to the breakfast.

 

We later contacted the taxi company to understand why the taxi was cancelled.

I made multiple calls and sent emails.

 

Eventually, an admin member called my wife to advice that the admin who put in the booking had not updated her phone number for the 1st journey - instead, another person’s phone number was logged with the 1st (and most crucial) journey. Her number was correctly added to journey 2 and 3.

 

We were told that the taxi company had sent a reminder text message about the journey - the recipient called the taxi company and (correctly) stated they had not booked a taxi.

The taxi company apologised to my wife, and advised her that they would call me on a specific date/time to give a further update.

Despite waiting for the call, none was forthcoming - this added further frustration.

 

 

Do we have any claim against the taxi company?

 

 

 

Many thanks,

MattMattMattUK

Covid_Vaccinator said:

Hello,

Back to MSE for further advice (thank you to the team for your previous support).

 

 

I was recently married.

 

Unfortunately, my wife was 25 minutes late as she was sorting out taxi for her elderly grandmother who needed a wheelchair taxi.

 

Weeks before the wedding we had arranged the taxi to go from care home - Church, Church to reception, and then reception to care home. The taxi was booked for 1215. She was due to arrive 15 minutes before the start of the organ recital (12:45).

 

All three journeys were confirmed at the same time, and my wife gave her mobile to the taxi company. The bookings were made on my phone, so that may also have been recorded. We highlighted it was for our wedding, and checked the details with the agent.

 

Just as my wife was about to leave for the Church at around 12:40 (and on time), her grandmothers care home called to say the taxi had not turned up.

Frantic calls ensued, which added stress to both of us.

The taxi company claimed that my wife had cancelled the taxi, and refused to take responsibility.

After some pleading, a taxi was arranged for her grandmother, however this took 30 minutes.

Her grandmother arrived 80 minutes later than planned.

Re-arranging the taxi resulted in my wife being 25 minutes late.

 

This created additional unnecessary stress.

 

We missed out on some of the special times - e.g. group photos during the afternoon and mingling with guests. We also did not have the chance to enjoy the wedding reception prior to the breakfast.

 

We later contacted the taxi company to understand why the taxi was cancelled.

I made multiple calls and sent emails.

 

Eventually, an admin member called my wife to advice that the admin who put in the booking had not updated her phone number for the 1st journey - instead, another person’s phone number was logged with the 1st (and most crucial) journey. Her number was correctly added to journey 2 and 3.

 

We were told that the taxi company had sent a reminder text message about the journey - the recipient called the taxi company and (correctly) stated they had not booked a taxi.

The taxi company apologised to my wife, and advised her that they would call me on a specific date/time to give a further update.

Despite waiting for the call, none was forthcoming - this added further frustration.

 

 

Do we have any claim against the taxi company?

 

 

 

Many thanks,

Realistically no.

Ayr_Rage

You might get some goodwill for their genuine mistake.

lincroft1710

Firstly this should not be in "Motoring", "Consumer Rights" would be a more appropriate board.


To be honest, the bride and groom should not be rearranging guest transport on their actual wedding day, this should have been delegated as they have more important things to consider. Yes I am aware that your wife was concerned her grandmother would miss the ceremony.



I don't know what you are expecting from the taxi company, but no monetary award will compensate either of you for missing out on parts of your own wedding.

HillStreetBlues

I would say no as well, to me the margins seems fairly tight.

swingaloo

What are you claiming for? If you have monetary losses then its fair to say they should be covered by the taxi firm who made the mistake.
You cant quantify anything else so a gesture of good will would be the best you could hope for. You say you missed out on photos and mingling with guests but how could that be if your wife was only 25 minutes late? The photos and mingling are done after the wedding?

Alderbank

This sounds like a clear case where 'loss of enjoyment' would be absolutely a relevant head of claim.

Aylesbury_Duck

How much are you after?

itsthelittlethings

I think I’d be inclined to be a bit “these things happen” but maybe you could get some money towards getting a photo shoot or something.

km1500

what were the terms and  conditions of the contract you entered into with the taxi company and did they make them.clear to.you?

Okell

Alderbank said:

This sounds like a clear case where 'loss of enjoyment' would be absolutely a relevant head of claim.

This ^.

The OP doesn't necessarily have to prove an actual financial loss in circumstances like these

[Edit:  And I don't see that the taxi firm's T&Cs are relevant here either.  Haven't they admitted that they linked the wrong 'phone number to this job, that they texted the wrong person, and that they then did nothing when that person said that they had never ordered a taxi.  Pathetic show all round from the taxi company]