DO DRIVER RATINGS MEAN ANYTHING? Taxi driver calls out flawed complaints and ratings systems impacting London cabbies
- Perry Richardson
- 1 hour ago
- 3 min read
The LTDA’s Steve Kenton has criticised the growing culture of unverified passenger complaints and vague rating systems that he believes are placing London taxi drivers at risk of unfair treatment and income loss.
In his article for TAXI magazine, Kenton said the current approach to complaints lacks transparency and accountability, and fails to properly protect drivers working under pressure in a “highly vulnerable position”.
Kenton began by highlighting the growing influence of rating systems used by taxi work apps. “The ratings system across many industries is a superficial beast,” he wrote. “Certainly within the taxi industry, unless a customer actually qualifies their choice of rating and the taxi driver is then given a right of reply, it becomes a meaningless entity which is open to abuse.”
He argued that many poor ratings have nothing to do with the quality of the cab service. “Drivers can also find themselves down-rated for simply getting caught in traffic or encountering road closures,” he said, adding that some passengers issue low scores simply because they’re in a bad mood. “Sometimes they can fall victim to the whims of a self-entitled or miserable individual who’s having a bad day and feels like taking their ire out on others.”
Kenton warned that such behaviour can have serious consequences. “This can (in rare cases) potentially lead to a driver’s income being adversely affected and find a driver facing a suspension from any given app.”
He also questioned the value of drivers rating passengers under the same system, since “they are unlikely to ever encounter each other again,” and criticised the fact that customer ratings are often treated as hard evidence of driver wrongdoing. “A customer’s rating should never be solely relied upon as conclusive evidence,” he said.
Turning to formal complaints, Kenton said any investigation process involving London cab drivers should fall under the responsibility of Transport for London (TfL). “Although the system is by no means perfect, at least a driver does have the opportunity to represent themself and offer context to a complaint,” he said. Even so, he warned that decisions can still come down to one person’s word against another’s. “There will always be problems when a course of action is taken when it’s one person’s word against another. After all, who is to say who’s telling the truth?”
Kenton argued there is a wider problem with how some customers view drivers. “There is the view by a minority of customers that because they are paying the taxi driver, they have carte blanche to abuse and dehumanise a driver,” he said. “Frankly, the customer isn’t always right.”
While acknowledging the need for systems to handle genuine complaints and maintain standards, he urged a more balanced approach. “All taxi drivers have the absolute right to work free from abuse and fear in the workplace, and that includes malicious or vexatious complaints.”
He advised cabbies to document serious incidents whenever possible, recommending the use of phone voice notes or internal CCTV, where allowed by law. “In today’s world, the only protection that taxi drivers have is the video or voice note function on their mobile phone,” he said. “Using it can be the difference between facing a suspension or clearing their name.”
Kenton called for greater adoption of in-vehicle CCTV and bodycams, not just as a deterrent, but as evidence that can protect both drivers and passengers. “If a passenger knows that internal CCTV is a feature within the taxi, it may well minimise the danger of a cabbie being attacked or finding oneself on the receiving end of a vexatious complaint.”
He ended by encouraging drivers to report abusive customers and log threatening behaviour with the police. “Make sure you obtain a crime reference number, even if you don’t follow up the complaint,” he said. “It can be used as supporting evidence should a complaint be made.”
Kenton’s final advice was clear: “Always assume the worst when a passenger starts to become irate, say nothing that will exacerbate the situation and keep your cool. Remember the saying: act in haste, repent at leisure.”
