Queensland family furious after nursing home residents abandoned by taxis on Christmas

Two elderly nursing home residents were forced to call an ambulance home after they were left hanging by a major taxi company on Christmas Day, leaving their family furious.

A family is fuming after two wheelchair-using nursing home residents were abandoned by a cab company on Christmas Day.

Relatives of Liz and Peter Jenkin had to call an ambulance to get them back to the home in Beaudesert after waiting hours for the pre-booked cab – only to be told their ride had been cancelled.

Mr and Mrs Jenkin were collected by a 13cabs taxi from the Wongaburra Garden Settlement aged care facility at Beaudesert at 10am to go to Christmas lunch with family at Boonah, about 40km away.

The couple, who both have serious medical conditions, were supposed to be picked up at 3pm for the return trip which relatives said was booked weeks ago through the National Disability Insurance Scheme.

But the taxi never arrived, despite repeated phone calls to 13cabs by Mrs Jenkin.

Daughter-in-law Tamara Beard said after being repeatedly told that the next available cab would be sent, they were finally informed about 6.30pm that one would not be coming.

The Christmas lunch had been held in a downstairs carport to accommodate the couple’s wheelchairs and Ms Beard said she and partner Allan Jenkin could not have got them upstairs so they could stay the night.

Liz also suffers from diabetes which is monitored by nursing home staff, and her insulin and other medication was at the home. Her husband has multiple sclerosis.

Liz and Peter Jenkin's family say they were abandoned by a taxi company on Christmas Day. Picture: Supplied

Ms Beard said it was deemed too risky to try and move the couple and, in desperation, the family called an ambulance to get them back to the nursing home.

“We didn’t want to risk Liz and Peter’s health and safety so we ended up calling Triple 0 to see if they could help,” she said.

“The paramedics were absolutely amazing. Without them, we don’t know what we could have done.”

Ms Beard said the family was angry at 13cabs at being “left high and dry”.

“The whole day was planned around Liz and Peter’s medical needs with the nursing staff and carers at the nursing home, based on the commitment from 13cabs,” she said.

“We understand they were busy, being Christmas Day, but to drop them off and then refuse to come and pick them up just isn’t good enough.

“They accepted the bookings and then left them stranded on Christmas Day.”

A 13cabs spokesman said the company was “very sorry” and had launched an investigation.

“Christmas Day presents unique challenges for all service industries,” he said.

“We are very sorry the passenger could not get a lift home, which obviously was a supply issue. The Queensland Government regulates the industry and has not released any new taxi licences for more than a decade, which is frustrating for Queenslanders, especially those living in growth regions like Beaudesert.

“The Government needs to stop expecting us to produce Christmas miracles, and must, as a matter of urgency, release more taxi licences in the Sunshine State.

“There is a serious transport problem in regional Queensland, and if the government relies on us to cover the work – as rideshare are not interested in working in regional areas – it needs to release more licences.

“The Transport Minister’s New Year resolution must be to give Queenslanders living in regional areas the service they are entitled to.”

The spokesman said the company would continue to push the issue with the government to allow more taxis on Queensland’s roads.