Database: Search Honolulu airport taxi complaints

These are complaints recorded by AMPCO Express, the company that runs the taxi system at Honolulu International Airport, from 2010 through April 2015. You can use the drop-down menus to search by year, type of complaint or outcome, or you can use the boxes over the complaint and resolution descriptions to search for words like "slow," "dirty" or "lost."

Displaying 21-30 of 333 results.
DateComplaintResolution
2013-07-20Driver rude, no smile, no closing door, NO ALOHA! This is Hawaii! Driver very bluntly told her that her "Breakable Items" she had next to her must be stored in the back. She felt threatened when he talked to her. Again, "This is Hawaii, where is the Aloha?"Explained to customer that due to language and cultural barriers of some foreign national taxi drivers, they have difficulty in expressing themselves with the Aloha spirit. Apologized for the driver's behavior and thanked her for calling.
2014-09-15Service was too slow, line was so long it was going out to the street. Stated that we need to improve the system. He works at the governor's office.Apologetic and appreciative email sent to explaining circumstances beyond our control that add to causing delays in servicing passengers at Station 2. We will do retraining to improve service.
2012-03-26Customer complaint - Driver unfriendly and sliding door scraped customer's arm.Report to Taxi Control, Apology letter
2012-07-17Did not get a receipt from taxi driver for business expense reporting.Receipt for $24.70 generated and faxed to customer. She was pleased with our quick response.
2012-07-24Complainant sent a photo of taxicab customer line suggesting that operational procedures being ineffective and embarrassing. Apology sent and the challenges being faced at the current time; temporary taxi staging area being 15-20 minutes away due to airport construction and increase in flight arrivals. Back to regular staging area in 2 to 3 weeks which is only 5 minutes away.
2011-01-28Rude, inappropriate behaviorVerbal apology to Customer
2013-02-05Customer reported that the driver refused to help him with his bags while he tended to his handicapped friend.Driver had an injured arm and could not assist the customer. Customer misperceived the situation. Driver advised to show empathy and explain his situation to the customer.
2012-04-18Upon reaching destination, driver hinted that $1 tip was too little. Customer felt uncomfortable and ended up tipping driver $10.00Customer did not want to file a formal complaint. Driver was counseled about his behavior and given an informal warning. Incident documented.
2012-05-14Customer complaint - A/C in cab not working.Driver advised to get A/C fixed. Driver acknowledged that A/C will get fixed. Presently driver will folow policy and not run if outside temperature goes above 80°
2012-07-26Customer claims that the driver was unfriendly and gave her a hard time about using her credit card and she ended up paying him in cash which was an inconvenience.Complaint unsubstantiated. There is insufficient evidence. Driver was interviewed and counseled. Incident filed in driver's folder.
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SOURCE: AMPCO Express, Hawaii Department of Transportation;
CREDIT: Dana Williams/Star-Advertiser