SINGAPORE - Singapore cabbies are the worst in the world.
They don't know the way to destinations, they disappear when it
rains, and they are picky when it comes to choosing customers.
That's what an expat who has lived here for three years
claimed.
In a blog post titled "Singapore has the worst taxi drivers in
the world", he detailed all the bad habits that he thinks make taxi
drivers here the worst he has ever encountered.
His views have attracted a firestorm of criticism from
netizens.
They blasted its author, marketing executive Chris Reed, calling
him biased, arrogant and just plain wrong.
Some retaliated by calling him rude names. Others resorted to
racist remarks.
"He not happy he can **** off. We don't need his kind here," one
netizen posted.
Even local celebrity blogger Mr Miyagi got into the act.
He created a graphics, which featured Mr Reed's picture, warning
taxi drivers to avoid picking him as a passenger.
"It was done with tongue firmly in cheek and for fun. I don't
think it'd help any cabby. I felt Chris' rant was just that, a
rant, and warranted a response just as ridiculous," said Mr
Benjamin Lee, also known as the blogger Mr Miyagi.
The New Paper tried contacting Mr Reed for a response about the
backlash, but he did not respond.
In marketing
Mr Reed, who is the regional partnerships director (Asia
Pacific) of marketing agency Partnership Marketing, had his blog
posted on the website of business magazine Singapore Business
Review on July 23.
In it, he ranted about taxi drivers not knowing their way around
and how that's the real reason for asking passengers which route
they want the taxi driver to take, not because they are offering
passengers a choice.
Mr Reed claimed that this happened 75 per cent of the time he
took a cab.
"My response is two-fold: You're not new to Singapore, you have
lived here all your life, and it's your bloody job to know the
way!" he wrote.
"They want to be told the way even though it's their job and
they are... being paid for this service! Why don't they take
responsibility and know the routes?" he added. And who's to blame
for this incompetence?
In Mr Reed's view, it is the driver, the cab companies and even
the Government.
Clearly, the taxi companies "do not train their taxi drivers",
Mr Reed argued, because if they did, they would know their way
around Singapore.
He listed a number of examples of him being taken to the wrong
places. For instance, a taxi driver took him to Suntec when he said
he wanted to go to Novena Square, he claimed.
He argued that the Government has a part to improve taxi service
because if nothing changes, Singapore's taxi drivers will continue
to be the "world's worst taxi drivers and continue to be the black
mark on the tourism and business marketing of our otherwise
amazingly run city state".
Not surprisingly, Mr Reed's comments drew strong reactions from
netizens.
Netizen Cassiopeiia wrote: "The lack of empathy in your article
is appalling... It is presumptuous of you to assume that anyone who
is a taxi driver must be experienced and familiar with the roads by
virtue of his age and nationality."
Another netizen, Red, wondered whether taxi drivers had a
problem understanding Mr Reed's accent and so drove him to the
wrong location.
"Remember, many of these taxi 'uncles' do not have English as
their mother tongue," said Red.
Communications specialist Justine Moss, 45, who has lived in
Singapore for 14 years, felt that taxi drivers were only being
"polite" - and not because they did not know their way - when they
asked if their passenger had a preferred route, something which she
appreciated.
Said Ms Moss: "I actually think Singapore taxi drivers are
fantastic, they are the salt of the earth! If they ask you which
way you'd rather go, I think it's because they don't want the
passenger to accuse them of deliberately taking a longer route and
chalking up a higher fare."
But she agreed with Mr Reed that it was "frustrating" not being
able to get a cab when it rains or when taxis change shift.
"But that's how things are. You can't have taxi drivers working
24 hours. It's the same in Sydney. Try getting one after 3pm or
after lunch," she said.
As for taxi drivers not knowing the way, Ms Moss has some
sympathy for them as they are "usually new or have been laid off",
and she is "happy to look up the directory and direct the driver
how to go".
Besides, Sydney and Kuala Lumpur have their share of taxi
drivers who do not know their way around, she claimed.
Marketing consultant Ian Grundy, 47, also did not have an issue
with taxi drivers asking passengers for their preferred route.
"One thing I can say about Singapore taxi drivers is that they
are safe. It's not the case in every country.
"You don't feel that you're taking your life in your ands when
you get into a Singapore cab," he said.
"The other good thing is that Singapore drivers don't expect to
be tipped. Tipping should be given for good service and is not
something to be expected."
He added: "I live in Loyang and I fly once a week, and whenever
I take a taxi at the airport, I apologise to the driver about the
short distance he has to travel. Nine out of 10 say it's okay, it's
not a problem."
"It's how you engage them," said the permanent resident, who has
lived here for 12 years.
Taxi drivers The New Paper spoke to said every industry had its
black sheep.
A TransCab driver in his 50s, who wanted to be known as Mr Lim,
said: "Perhaps Mr Reed had some bad experiences, but it is a
minority of cabbies who are like he described."
Difficult passengers
Instead, taxi drivers very often have to put up with difficult
passengers, both foreign and Singaporean, who do anything to avoid
paying fares.
Mr Lim said: "Some tell us to take any route we like, but when
we reach the destination, they insist on paying only $10 instead of
the $15 shown on the meter.
"They'll say they usually pay $10 and accuse us of taking the
longer route.
"Some foreigners have turned nasty after drinking. I've had
several instances of middle-aged passengers of a certain
nationality who use vulgar language and swear at me for no reason.
They were trying to pick a fight.
"That's why I say, don't talk if the passenger doesn't want to
talk. Otherwise, speak as little as possible to avoid trouble,"
said Mr Lim.
As for rainy days, it's true that it is harder to get a cab, Mr
Eric Ng, 49, a Comfort driver, told The New Paper.
He explained: "Many of the older drivers have problems with
visibility and would rather pull over somewhere than run the risk
of getting into an accident.
"And when it rains, there are more traffic jams, so the cabs are
stuck in traffic, and that's why it's so hard to get a cab."
When contacted, National Taxi Association president Wee Boon Kim
told The New Paper that all aspiring taxi drivers must attend the
mandatory six- to seven-week Taxi Drivers' Vocational Licence
(TDVL) course conducted by the Singapore Taxi Academy, as required
by the Land Transport Authority.
They are taught road safety, routes and landmarks, defensive
driving and customer service.
Existing drivers are also required to attend a refresher course
focusing on the rules and regulations and routes of new
landmarks/buildings every six years before they can renew their
TDVL.
This is to "ensure they keep abreast of new developments", said
Mr Wee.
In addition, some taxi companies also conduct in-house training
to upgrade their drivers' skills and knowledge, especially in the
area of customer service.
"We thank the writer for his feedback and NTA would continue to
work closely with our industry partners to improve and enhance the
taxi ride experience," said Mr Wee.
SMRT Taxi's integrated services deputy director, MsEunice Lui,
told The New Paper that its new hirers and relief drivers have to
attend an additional compulsory course with it before they can
start driving for SMRT.
"During this course, cabbies are given customer service
training. Instructions include asking passengers for their
preferred routes, if any, before moving off," said Ms Lui.
She added that SMRT cabbies receive regular updates on new
routes and buildings.
Transport expert Associate Professor Lee Der-Horng, from the
National University of Singapore, agreed with Mr Reed that the
Government and taxi companies could do more to "level up" the
service standard to that of Hong Kong and Taiwan.
"Tourism is very important to Singapore, and for tourists, time
is precious because they can see more attractions.
"I feel very sorry for tourists waiting in a queue wondering why
empty cabs go by, or why there are hardly any cabs, and the ones
that arrive at the stand are 'on call'," said Prof Lee.
He added that Singapore has the "most complicated fare structure
in the world", which can be confusing for tourists, and called for
a simpler fare structure.
In a blog update on Aug 3, Mr Reed reiterated that his comments
were only an "opinion" and that if he did not care "passionately"
about this beautiful island he calls home, he would not have gone
to the trouble of writing it.
He stressed that "only a minority" of taxi drivers let down the
Singapore business and tourism brand.
Still, Mr Reed is not without some supporters. Public relations
consultant, Mr Tang Li, 38, agreed wholeheartedly with the issues
that Mr Reed has raised.
He said that Mr Reed's post has served to highlight the
"inefficiencies not normally associated with the Singapore
brand".
"I've lived in London, Hamburg and Madrid, and I've had better
service from taxi drivers there.
"There simply is no incentive for taxi drivers to do better
because many of them are in this line not by choice. So they
perform the bare minimum while being squeezed for rentals by the
taxi companies."
Mr Reed's complaints
They have no idea how to get to the destination.
Why does the "change shift" sign give taxi drivers the right not
to pick people up?
You can't get a cab when it rains, despite there being 26,000
taxis.
Why do the posh black limos, red and the black and yellow top
taxis not take "card"?
Why do some of the cabs that do take "card", turn around and say
they only accept cash?
Why are 25,000 of the 26,000 taxis always at Changi Airport?
Why doesn't the Government allow non-Singaporeans to become taxi
drivers?
