To think I shouldn't 'just be grateful'

[Edenviolet]

All four dcs are disabled and due to this we have taxi cards for subsidised travel in (well meant to be in) black taxis. This is great as can fit all four dcs in and the buggy/buggyboard/wheelchair (if its needed that day).

The last couple of times he company had sent 'normal' taxis and the drivers didn't seem to really know what sort of job they were doing. I had to manage to get two dcs in the car each time and it was a struggle. Had appt today for all dcs so phoned and requested a black taxi as wouldn't be able to get in a normal car with dcs.
A normal taxi turned up but the driver just leant on the horn outside rather than knocking and helping like black taxi drivers do. I couldn't use the taxi as it wasn't big enough or suitable for all dcs. The driver tutted and said I 'should just be grateful to have any taxi"

Had to phone back and argue to get a black taxi and was 15 mins late for appt. afterwards I was waiting for a taxi home and saw a cab pull up and the driver got out, got a wheel chair from the boot and proceeded to try and haul and drag a very disabled man into the wheelchair. I could see him give the taxicard back to him so knew it was the same service we have had trouble with.
Spoke to the driver on the way home who said the company recently changed to using a combination of black cabs/normal cabs but that its a disaster as people are complaining as they are getting hurt with these drivers getting them out and trying to out them back in wheelchairs.

I'm going to complain about the service in general but also want to complain about the driver this morning saying I should just be grateful or will that distract from the bigger issue?

[Itsjustmeagain]

YANBU if you need a black cab you need a black cab - not sure why the driver was expecting you to be grateful for a taxi you couldn't use!

[twentyten]

Complain to the people who fund the company- ss or whatever.
I bet many users cannot complain but this is unacceptable. To you.

[Edenviolet]

I have emailed the company and the council. It was extremely difficult for us but to see that poor man being literally dragged from the taxi was really upsetting, hopefully other people will complain if what the last driver said to me is correct and then the service will be restored to what it used to be like.

[twentyten]

Good for you! Well done!

[Groovee]

That's awful. It's not hard to see why you need a certain type. Hoping they can sort it out soon for you all.

[Timeforabiscuit]

Speaking as someone who organises these kinds of contracts, please please put something formal in writing to the person commissioning that service.

It's worth emailing and asking the specific person in charge of this contract to raise a formal complaint in the quickest way.

It is crap, it will be to save money, and no you should absolutely not be grateful.

Lots of mumsnetters know how to write blinding letters, keep it short to the point and request what steps the council will take (they will say a meeting with the cab firm) and ask to be kept informed of what the actions from the meeting are and by what days these will be affected.

Even better - offer to be on the tender panel- people who actually use the service have the best nose for bull shit that gets put in tender applications and can smell out poor service providers.

[Weirdbeard]

YANBU. I think they should be grateful you still give them any business, IMHO.

[HemlockStarglimmer]

Disgraceful for all the reasons already stated.
Plus taxi drivers really shouldn't be trying to haul people around. The passenger could get injured and so could the driver!