Our reviews live on Google, where we cannot edit them

We keep our reviews where we have no control over them. A review on the Google Business Profile belongs to the guest who wrote it: we can reply, and we do, but we cannot edit one, hide one or take one down. A page of testimonials typed by the business tells you nothing, and every aggregator already has one.

Read the middling ones first. They are the useful ones. A three-star review saying the car was late to the station at 4 am, or that the driver was quiet when the guest wanted commentary, tells you what actually happens on a trip with us. The number to look at is not the average; it is how many reviews mention the fare being what was quoted.

How we ask for reviews, and how we do not

There is a small QR code on the back of the front seat in every vehicle. It opens our Google review form and nothing else. At the end of the trip the driver will mention it once, when he drops you, and that is the extent of the asking. He is not paid per review, he is not ranked by his rating, and he does not know what you wrote unless you tell him. We settled on this after trying the alternatives and disliking all of them. Follow-up messages a week later feel like nagging. Offering a discount for a review buys a distorted picture and is against Google’s rules in any case. Asking only the guests who seemed happy is a quiet kind of lying. So the ask is the same for everyone, once, at the kerb. If you had a bad trip, we would honestly prefer you to message the office first so we can put it right, but if you go straight to Google, we will read it, reply to it and leave it up.