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 1-10 of 333 results.
DateComplaintResolution
2015-03-17Forgot a bag in taxi, We need the bag and Costco card back ASAP. Checked log book to followup. Driver did report lost bag and returned it to customer at hotel.
2015-01-22On Thursday, January 22, 2015 at approximately 0800 complainant states the defendant dropped her off at the wrong hospital, KWCMC instead of Queen's Medical Center and she dropped her phone in the car.1/22/15 0905 Driver stated that he was confused, that's why he dropped the customer off at the wrong location. When the customer called her phone, he answered it and went back to return it to her. He told her to please come with him and that he would take them to the right hospital. Based upon interview with driver, he corrected his mistake by transporting the customer back to the right destination free of charge and ddin't accept her tip for return of her phone. No harm, no foul.
2014-10-01On Wednesday, October 1, 2014 at approximately 1630 at station 2, the driver was assigned this customer. The customer stated that he needed a credit card taxi. When he asked the driver, the driver stated "I can't accept credit card."10/2/14 0950 Driver admits that he did tell the customer that "I can't accept credit card." He explained that his card reader was broken. But he stated that he did have manual slips but was going to enter it manually on his phone. Unfortunately, because he misspoke, the customer asked where the ATM was and went to go to the HA baggage claim for cash. Driver suspended for violation of Rule 24: Code of Conduct/Driver Qualifications/Vehicle Standards from Sunday, October 5, 2014 0600 until Tuesday, October 7, 2014 0559. Driver may return to work on Tuesday, October 7, 2014 0600.
2014-10-23On Wednesday, October 22, 2014 at approximately 1700-1800, driver took a customer to HHV. Customer stated "the driver was absolutely terrible when it came to the payment." "The driver wanted me to leave cash, but I wanted to pay with card."10/23/14 1430 - Driver stated that it was raining and he just wanted the cash and get out of there. Informed him that according to the Code of Conduct he is supposed to accept the forms of payment that is listed and not give the customers a hard time about paying with credit card. Informed driver that he was in violation of Rule 17: Customer Complaints. Driver to be suspended Friday, October 24, 2014 0600 until Sunday, October 26, 2014 0559. Driver may return to work on Sunday, October 26, 2014 0600.
2014-10-03On Friday, October 3, 2014 at approximately 2135 customers took a cab from station 4 where they told the dispatchers that they were going to the Hawaii Prince. Customer stated that the driver looked at the voucher but still dropped them off at the wrong hotel, the Sheraton Princess Kaiulani.10/9/14 Explained to driver that although he was given the wrong information by the dispatcher and the customers, he had the responsibility to check the information. The voucher read Hawaii Prince. Driver suspended Saturday, October 11, 2014 0600 until Sunday, October 12, 2014 0559 and Driver is suspended Tuesday, October 14, 2014 0600 until Wednesday, October 15, 2014 0559.
2012-11-02Customer wants to know whether the fare he was charged was appropriate.11/6/12, called customer 3 x's. Verizon recording saying that the number was disconnected or no longer in service. 11/7/12, 2:36 p.m., a second attempt was made to call the customer. As of 11/20/12, 5:55 p.m. there has been no response. Case closed.
2014-12-05On 12/5/14 at approximately 2130, customer took a cab to her residence on Ohikani Place (across from the stadium). She was upset that her fare was $27.0012/15/14 1015 Interviewed driver about the incident. Driver states that he followed the directions that she gave him and didn't do anything else other than what she told him. The fare was $23.20 and he charged for her 3 luggages. Total was $25.00 and she gave tip. Customer very happy, driver doesn't know why she complained. Taxi Rate Calculation done with his record of 4.17 miles with an approximate time of 15 minutes. The calculated rate was $27.27. 12/19/14 Tried to contact customer to explain charges, her voicemail is not accepting messages.
2014-12-13Customer thought she may have left her black/white leopard/zebra cloth type bag in the car. She can't recall if she actually brought the bag from Maui.12/16/14 1715 - Spoke with driver. Driver stated that he has not found anything in his car yet. Informed the customer and referred her to the HNL Lost & Found Office, and HA baggage office.
2014-12-11On 12/11/14 at approximately 0800, the customer took the taxi from HNL to Downtown Honolulu. Customer was going to Fort Street Mall. Customer stated that the driver dropped her off a block away and told her she needed to walk the rest of the way.12/17/14 Driver stated that he was confused when she said the address as 21 something. Explained that the customer wanted a refund. He said no problem. Driver is to mail a check.
2014-12-23On 12/23/14 At 1443, customer told the dispatcher and the driver that she was going to the Courtyard Marriott. Driver dropped them off at the Waikiki Marriot Resort. Customer very annoyed that she had to hail another cab and spend $10 to get to the right hotel.12/29/14 1200 - Apologized on behalf of the driver. Driver stated that maybe he may have gotten the wrong hotel. He stated she said Waikiki Marriott, so he may have not heard the Courtyard part. Driver is willing to reimburse the $10 it took for the customer to get to the right hotel.
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SOURCE: AMPCO Express, Hawaii Department of Transportation;
CREDIT: Dana Williams/Star-Advertiser