I prebooked a trip from Maidstone to Canterbury via the Express Cabs app. The payment went though stripe and all seemed to be okay. On the day of the trip the driver told me I needed to pay £50 as the payment had not gone though the app. I have had to contact my credit card company to resolve this.Furthermore I kept getting alerts every 15 minutes by one of the drivers (Freddy) saying the trip had been completed. This went on until I uninstalled the app.The impression I have been given is the app is broken. Cab Drivers have expressed there frustration with people being able to use it properly and long distance trips some people request.Update - I emailed Express to say I had been double charged. They said they would refund me but this never happened so I opened up a dispute with my credit card company (and won.) a dispute charges the company who impacted the charge so hopefully it will be a lesson to Express not to double charge in the future.Update: since this review me and my partner have used Express to book a few taxies here’s some things you may stumble across and ways to fix them.1. The taxi driver may claim they don’t have a card machine on them and they want to reroute your trip to an ATM. Express Dispatchers always claim they make sure drivers had a payment terminal however if this does happen refuse to pay by cash, call the dispatch and ask to pay over the phone.2. If you pay by the app Express will charge a percentage of 20% per transaction during the holding phase however this is returned back to you once the trip has ended. This is a new policy that even the dispatch isn’t happy with.3. I would avoid airport transfers with express. In September we had a good experience of a driver getting us to Luton however he was late to picking up a customer who was being picked up from Gatwick due to road works. When we returned back from the UK i switched on my phone and found the taxi company had sent 4 phone calls. I went thru security as quickly as possible and we got our bags as quickly as we could. The taxi driver was waiting in the pick up/drop off zone and he was very angry. We was 7 minutes over the free parking period and I was more than happy to pay this fee but he got angry even more because he didn’t get to do it during the free parking period. Our flight was late by a few minutes. He had a massive rant at us in the car and it destroyed a good holiday. I did phone dispatch who said they would talk to the driver but I’m not sure if we will be using express in the future for airport transfers. The rude, aggressive driver at 3am wasn’t needed. I was willing to pay the fees and as a long term customer I’ve always paid up express. The driver did threaten he was a few minutes from leaving. If he had done this I would of issued a charge back because we had told the taxi our flight was late, the taxi driver was meant to track our flight and understand the situation in the airport isn’t fast. I’m not sure what we did to upset the driver but he wasn’t happy. We was paying customers and all we wanted to do is go from A to B without drama which express didn’t do.4. If your in a place without mobile coverage the driver may request alternative payment even if you have prebooked a taxi. If this happens call dispatch and ask for a refund. Ask the driver for a receipt.5. On the 4th November I went on a trip from Maidstone to The Blackhorse Inn. The taxi was quoted as £10.60. The driver arrived 20 minutes late. I noticed on my bill a tip has been added by him of an additional £10.60. The cab company claims I added that very specific tip. I didn’t the driver did. This is disgusting behaviour and from now on I’m using a rival. When I confronted the company they tried to talk baby to me about how to tip on the app which I’ve done many times before but would never do for such a late service. Inexcusable in my opinion. Avoid!
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