In the traditional taxi world, dissatisfied consumers had few options. They could incur extra costs to avoid taxis — in terms of convenience if switching to the bus or subway or in terms of money if switching to car services or using one’s own car instead of taking cabs. Alternatively, they could complain about the poor service to the taxi regulator. Either way, taxi cabs had little incentive to improve service.
January 5, 2016 at 1:14 PM EST