1. TAXIS – WHAT DO CUSTOMERS WANT? Trevor Garrod Chairman European Passengers’ Federation

2. WHAT IS EPF? Founded in 2002 and now consulting of 35 mainly voluntary bodies for public transport users in 20 European countries. Promoting better public transport, especially internationally Spreading good practice www.epf.eu

3. WHEN DO YOU NEED A TAXI? As part of journey chain to/from airport,rail station, coach station,harbour When public transport breaks down or is not available When you are in a city or area for the first time When you need to get somewhere urgently When you have no car/ cannot drive/ have reduced mobility for various reasons

4. HOW DO YOU FIND OUT / BOOK / PAY? LIKE ALL PUBLIC TRANSPORT, A TAXI SHOULD BE EASY TO USE AND GIVE VALUE FOR MONEY PHONE – if you are a regular customer DIRECTORY and then phone INTERNET ( such as an airport website) APP either the transport operator’s ( Abellio Greater Anglia) or the taxi firm’s ( ABC Taxis) APPS such as Uber POP (private cars) or Uber-BLACK (chauffeurs)

5. TAXIS SHOULD BE ADVERTISED WHEREVER THEY MAY BE NEEDED On trains and coaches At stations In timetables On operators’ websites At bus/tram stops for use in periods of low demand

6. WHAT ELSE DO CUSTOMERS EXPECT? Price transparency (some Apps or websites tell you the expected price) Knowledgeable professional driver who gives you confidence and is willing to take you where you want to go Safe journey Comfortable journey Advice on how to complain

7. TECHNOLOGY HELPS – BUT A PLEASANT AND HELPFUL DRIVER IS ALSO A KEY PART OF THE SERVICE “I get satisfaction when I solve people’s problems” ( The driver of the last taxi which I used, October 13 th )