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VASCO
Refuting allegations that the GoaMiles Taxi App service had exhibited unprofessional behaviour and deficiency in service to a customer at Dabolim Airport, a Goa Miles App official also denied that payment had to be refunded to any customer.
Speaking to The Goan, Director (Operations) of GoaMiles Taxi App Parashar Pai Khot said the customer in question was, in fact, a second-time customer and had earlier used the service to travel between Dabolim Airport and Margao.
“The customer had previously travelled on October 25 on the same route,” Khot informed.
“On November 11 morning, the customer had come along with a woman passenger and had been aggressive with the staff on duty at the airport, claiming that she would take action if the taxi was not made available in minutes,” said Khot, adding, “There was an issue with the payment gateway like various other online services and hence, the payment made by the customer never reflected in the GoaMiles App account.”
“The customer’s payment could have possibly been reverted into her own account and since the payment did not reflect in the GoaMiles Pay wallet, no vehicle could have been allotted to the customer,” clarified Khot.
“There was a payment gateway issue and we have all the proof that we never received any payment from the customer. Hence, the customer has to claim for the amount from her bank and not from us,” Khot added.
Admitting there were issues of network fluctuations at Dabolim airport, Khot said that a WiFi router was even made available so that no customer faces inconvenience.
Responding to allegations about the GoaMiles helpline, Khot clarified that the helpline was fully functional and that, the system has two buttons to answer calls, one for emergency and another for other services.
“Our system shows calls made by the customer along with the location and when emergency calls are being answered, the call waiting customer is called back.”
“Our helpline showed the customer calling, but an emergency call was being handled. We tried calling the customer back, but it was continuously busy. We then called the GoaMiles airport counter only to realise that the customer was being handled by the staff. Our priority is always an emergency call,” clarified Khot.
Insisting that the GoaMiles App was growing at a good rate and was doing good business, Khot said they have repeated customers who keep coming back and use the App service.
“There are around 800 taxis registered under the GoaMiles App. All taxis do not work 24 hours. Half of them work for about 8 hours a day and half of them work 15 days a month. Vehicles which don’t have permits or insurance are not permitted to use the app,” said Khot.
