<TABLE border=0 cellSpacing=0 cellPadding=0 width="100%"><TBODY><TR>Lost items: Be more proactive, Comfort
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<!-- START OF : div id="storytext"--><!-- more than 4 paragraphs -->GIVEN today's technology, I fail to understand why Comfort does not contact drivers to look out for items misplaced in their taxis when a phone report is made.
I called Comfort on Sunday at around 10am to report that my parent's wallet had been left in a Comfort blue taxi that was boarded two hours earlier at around 8am. I provided information on boarding and alighting points, as well as the race of the driver. Unfortunately, we could not recall the taxi number or exact fare.
I called Comfort again that afternoon to check the status of my report. I then realised that no message had been sent
to the drivers on this lost item. I was told that if the lost item was returned, Comfort would call me.
Why does Comfort not contact drivers to look out for lost items when a report is made by phone, even if the customer cannot recall the taxi number? I called two hours after alighting from the taxi. There was a chance the lost item could have been retrieved if a proactive attitude had been in place at Comfort, rather than just waiting for someone to hand in the lost item.
The customer service officer I spoke to on my afternoon call gave various reasons why drivers were not contacted - the exact taxi fare was not given, the report was not made immediately after alighting, and something about morning-shift drivers I did not understand.
The officer also refused to give me a straight answer when I asked her to send a message to the drivers. Vague responses like 'We understand', 'We will try our best' and 'We will call you if the item is found' were given.
Only when I insisted did she put me on hold and came back a little later to tell me a message had been sent to the drivers. However, I doubt if the message was ever sent.
I cannot comprehend why Comfort needs to know the exact taxi fare when I had given the boarding and alighting points. Also, we did not immediately realise the wallet was lost after we alighted. Calling in two hours after alighting is not too late for Comfort to contact its drivers, surely?
Isabelle Goh (Ms)
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<!-- START OF : div id="storytext"--><!-- more than 4 paragraphs -->GIVEN today's technology, I fail to understand why Comfort does not contact drivers to look out for items misplaced in their taxis when a phone report is made.
I called Comfort on Sunday at around 10am to report that my parent's wallet had been left in a Comfort blue taxi that was boarded two hours earlier at around 8am. I provided information on boarding and alighting points, as well as the race of the driver. Unfortunately, we could not recall the taxi number or exact fare.
I called Comfort again that afternoon to check the status of my report. I then realised that no message had been sent
to the drivers on this lost item. I was told that if the lost item was returned, Comfort would call me.
Why does Comfort not contact drivers to look out for lost items when a report is made by phone, even if the customer cannot recall the taxi number? I called two hours after alighting from the taxi. There was a chance the lost item could have been retrieved if a proactive attitude had been in place at Comfort, rather than just waiting for someone to hand in the lost item.
The customer service officer I spoke to on my afternoon call gave various reasons why drivers were not contacted - the exact taxi fare was not given, the report was not made immediately after alighting, and something about morning-shift drivers I did not understand.
The officer also refused to give me a straight answer when I asked her to send a message to the drivers. Vague responses like 'We understand', 'We will try our best' and 'We will call you if the item is found' were given.
Only when I insisted did she put me on hold and came back a little later to tell me a message had been sent to the drivers. However, I doubt if the message was ever sent.
I cannot comprehend why Comfort needs to know the exact taxi fare when I had given the boarding and alighting points. Also, we did not immediately realise the wallet was lost after we alighted. Calling in two hours after alighting is not too late for Comfort to contact its drivers, surely?
Isabelle Goh (Ms)
