Q: I was traveling last week on vacation and was at an airport (out-of-state) and had to get a cab. I had a lot of luggage and hailed the next cab in line. The driver drove up to me, popped open his trunk and sat there, apparently waiting for me to put my luggage in his taxi. I called to him several times respectfully, "Sir, excuse me, sir, can I have a little help here?" He just sat there. Apparently, he expected me to get my own luggage. At a loss, I looked to the next taxi driver to see if he would help me. Finally, the original driver got out of his cab and sauntered over to me with an attitude. He also had glazed eyes; he looked scary. I felt very uncomfortable at the thought of getting into his cab and told him I didn't want to get in. He said, "Why not? Get in." Thankfully, the second cab driver was already putting my luggage into his cab, having been summoned by the taxi dispatch man. This situation scared me though, enough to write. What might have been a better way of handling this?
A: No one should ever get into a car or cab with anyone if they do not feel comfortable. Those in the tour/travel/hospitality business are trained to be particularly aware of and sensitive to female travelers who are traveling alone. Cab drivers have earned their own bad reputation by not taking care of their cabs, having an attitude, taking unknowing, out-of-town visitors quite literally, "for a ride," charging excessive fares and more. Regulators have made an effort to control this, however cab drivers should know their income depends on attitude, appearance and the respect they show passengers. In their defense, cab drivers have had to be defensive and alert to passengers who rob, harm or kill; the "scary factor" goes both ways. Hopefully this experience has taught you a valuable life lesson. While traveling, whether for business or leisure, exercise caution and follow your instincts. Going forward, please be aware that the taxi dispatch person at the airport is in place precisely for the purpose of diffusing potential flare-ups such as that which you experienced here, in addition to ensuring the smooth flow of taxis and to give you an idea of the expected fare. I urge you to use the airport taxi facilitator and continue to follow your instincts which will always serve you well. Thank you for sharing this experience, and I wish you safe travels.
Q: I got into a cab recently which smelled like week-old lunch which, if I had to guess, consisted of a salad with too much vinegar. Although this was disgusting, I said "good morning" to the driver and he did not respond. Thinking he did not hear me, I repeated my greeting. He quietly uttered, "Hello" as we drove away. As we drove, the driver's involuntary bodily gases were permeating the already acrid air and my 45-minute cab ride was making me extremely nauseous. I had the window open but it wasn't helping. I tried to make the best of the situation, take my mind off things and make conversation. I told him this was my first visit to his city. He never said a word to me the entire trip. I had the window open for the duration, trying to get some fresh air in the car but by the time we reached my destination, I was physically ill. I decided not to tip my driver and waited for my change. He took his time, finally turned around with my receipt and then said, quietly, "Here, you must need the 35 cents more than I do." This was the first time he had spoken to me the entire trip. It was a beautiful day and he could have told me about the city, historic sites we passed, etc. I was too sick to say anything other than, "No, you keep it" and got out of his cab. I probably could have handled this situation better, but how? Your thoughts would be appreciated.
A: Although I can appreciate you were not feeling well, it is always best to communicate the reason for both exceptionally good or poor service on which gratuities reflect. Cab drivers work long, unusual hours and depend on tips for their livelihood. You would have done this man a favor by communicating your feelings about your experience in his car so he is aware and can correct. Please note the following "tips" for cab drivers:
An astute cab driver should:
r ensure their car is clean and smells good – air fresheners help, they do not eliminate or camouflage foul odors.
r be clean, well-dressed in clean, neat clothes.
r not have their choice of radio station blaring in their passenger's ear.
r not be on private telephone calls – particularly speaking in another language, while driving passengers; the equivalent of whispering and makes others uncomfortable.
r know when to offer conversation and when to say nothing.
r when asked, appeal to human sensibilities by sharing personal stories, i.e., about how they started their business, where they are from, how they came to this particular city, the U.S. family stories, etc. Tell positive stories: how much you love your wife and children; not how miserably married you are and that your kids are in prison. Tell customers how proud you are of your children and their accomplishments, that you are putting them through college, are working two jobs, should this be the case. Strong bonds, good relationships and regular business frequently evolve from "real talk" — good conversation and, a pleasant experience in the back seat of a cab. Business cards, referrals and more business naturally evolve as a direct result of finding a great cab driver (rare!).
Many a cab driver has even gone on to start their own taxi service or limousine business because of their personality or professionalism. Any time a passenger gets into a cab, this is a great opportunity for the taxi driver to shine, or not. Mutual respect is key and conversation is a two-way street. Technically, the taxi driver is considered that city's "ambassador" and as such, they have the responsibility to initiate conversation to place you, their customer, at ease.
The sour odor in the car is unacceptable and cab drivers should know better than to eat in their cabs. As many drivers rent cars from others who own the medallions, they often inherit the car and are therefore not responsible for who drove them first. They are, however, responsible for the condition of the car and could get this cleaned to take care of the odor. Involuntary bodily functions cannot be avoided and the driver should not be penalized. However, I can see where the combination put you in a bad place.
You could have handled this situation better if you told him: his car smells foul which has made you physically ill. You should have let him know you felt offended he made no attempt at conversation, particularly where you made the overture. You had a bad experience, feel you received sub-standard service and feel he has not earned a gratuity ... for what? Making you sick, feel uncomfortable, treat you rudely, with disrespect? I don't think so. By articulating this, your driver is aware and going forward, has the opportunity to correct. You will be doing him a favor and you will feel better as well. Good luck.
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Judy Bowman is the president of Protocol Consultants International, providing etiquette training to corporate executives. Etiquette questions may be submitted to Everyday Etiquette, c/o Salem News, 32 Dunham Road, Beverly, MA 01915 or e-mail features@eagletribune.com.
