The question taxi drivers should never ask

WHEN a taxi driver asks this question, we all get the same sinking feeling. It’s the feeling that says we’re about to get utterly screwed.

OPINION

“WHICH way do you want to go?”

Dear taxi drivers: unless you’re asking whether to take a toll road or not, it’s hard to think of a serious justification for you to ever ask this question. Because honestly, does anyone ever actually respond, “I’d like to go the longest, most expensive way, please”?

There are really only two possible scenarios.

Either I’m a local, in which case I will direct you to go the fastest, most direct route to my destination (which you should have done anyway), or I’m from out of town, and I expect you to take me the fastest, most direct route to my destination.

End of story.

Most people can relate to that sinking feeling you get when you hop into a taxi in an unfamiliar area and the taxi driver asks which way you want to go. It’s the feeling that says, “I’m about to get screwed.”

On Tuesday, a taxi from Parramatta Station to Northmead took 10 minutes and cost $14. Hopping into a taxi for the return trip, a different driver said the magic words. “Whichever way is fastest,” I stupidly replied.

Naturally, he took the long way and charged me 30 bucks.

So, is there ever a justification to ask the question? Well according to the taxi industry, not only is there a justification, but taxi drivers are actually required to ask passengers which way they want to go.

“The standard practice of asking which way you want to go is a sound one,” says Blair Davies, chief executive of the Australian Taxi Industry Association. “Taxi drivers ask which way you want to go as a courtesy.

“The fastest way and the cheapest way are not always the same. There are plenty of passengers that actually know how to get where they want to go, and in fact if the driver doesn’t go that way they think they’re being ripped off.”

He adds that if the driver chooses, it’s their obligation under the law to take the cheapest route. “Why do taxi drivers, or Uber drivers, take the long way? A small proportion will try because they think they can get away with it,” he says.

“The bad apples will do that and they damage the reputation of good, hardworking taxi drivers.”

Mr Davies says while there “can be reasons why a journey from A to B costs more when you take B to A” such as booking fees, premium taxis or different tariff times, “we want every cab driver out there doing the right thing by their passengers”.

Passengers who feel they’ve been ripped off by a driver taking the long way can complain to the booking company and seek a refund. “You compare this to Uber — you can send them a message but you can’t call them on the phone,” Mr Davies says.

“Taxi booking companies are infinitely contactable.”

Andrew Skelton, chief executive of Cabcharge, says “there is no doubt” that taxi drivers asking which way would you like to go is “required and appropriate”.

“During training, prospective cab drivers are taught to always ask if their passenger has a preferred route or way of going and this is done for several reasons,” he says.

“Many people have a local knowledge that a driver may not and prefer to direct a driver on their preferred route. Passengers like to be asked or advised the route a driver suggests — it sets a professional tone.

“When a passenger states they want the fastest route drivers should advise the most direct route, if one applies, which will take a little longer will cost less and then the passenger can decide.”

According to the ATIA, there are around 68,000 taxi drivers in Australia transporting more than 400 million people every year.

The $5 billion point-to-point transport industry, which includes taxis, ride-sharing and hire cars, is being shaken up by the likes of Uber.

“With our technology we can track every journey on the map from start to finish and this has created new levels of accountability,” a spokesman for Uber Australia said.

“If a rider believes their driver took an inefficient route, we can review the trip and adjust the fare if it proves to be the case.”

At an estimated five per cent market share, Uber is still relatively small, but the taxi industry complains that the ride-sharing service is taking the “cream” of night-time CBD trips on Fridays and Saturdays.

“Up to 30 per cent of our work on Friday night is now being done by Uber,” Mr Davies says.

“The industry doesn’t work on huge margins. When you lose 10 per cent of your market, with Uber cherrypicking the better work, that can be the profit from your business.

“We’re seeing many taxi drivers out there in real hardship.”

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Originally published as The question taxi drivers should never ask