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The Roads and Transport Authority (RTA) has held a brainstorming session with a number of taxi users in Dubai to screen their needs, suggestions and complaints about the taxi service. The move is part of RTA’s ongoing efforts to meet the expectations of taxi riders in a bid to enhance their satisfaction rating and make them feel happier.
“The workshop took place in the context of RTA’s standing policy of close follow up and communication with all users of its services,” said Ahmed Mahboub, Director of Customer Service, RTA’s Corporate Administrative Support Services Sector.
“The workshop shed light on the existing channels for receiving suggestions & complaints, along with the internal procedures of handling incoming ideas. It also offered a chance to heed to suggestions of attendees as regards improvements of the official uniform of cabdrivers, making number plates more visible at night, etiquette of dealing with riders as well as the possibility of providing books & magazines to entertain passengers in long-haul trips, and the introduction of a technology enabling instant measuring of rider’s satisfaction rather than waiting for the next day to submit complaints, if any.
“RTA stressed to attendees that it would spare no effort in taking punitive measures against any driver abusing a taxicab, and that customers complaints should always be taken into consideration and dealt with quite seriously. RTA has a full set of deterrent actions applicable to anyone offending service beneficiaries. All suggestions and complaints made in this workshop would be fully attended to as we are working towards bringing happiness to all residents and visitors according to RTA’s strategic drive,” added Mahboub.
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