What users hate. Clustered.

1- and 2-star reviews fed into NVIDIA NIM gpt-oss-120b, grouped into themes with verbatim examples. Each cluster is a wedge a competitor could exploit.

36 reviews·7 themes

False or misleading pricing
Users report that the app displays a lower estimated price than what is ultimately charged, with no clear indication of dynamic pricing or surcharges.
8
reviews
- “Unreasonable price — Estimated price a total lie total price is a lot more and very unreasonable”
- “False advertisement in price — The app says you’ll pay one price but you’ll be charged much more. It doesn’t say whether the price is fixed or not and doesn’t give a range just shows one set price.”
- “Extortionate prices & bad drivers — Used to be very convenient option but these days the rates are so far high and unusual.”
App functionality failures (payment, login, booking)
Core app features like payment processing, login persistence, and booking confirmation are broken or unreliable.
10
reviews
- “App does not work and I cannot a payment card. Got charged but nothing happens and the card does not get saved…”
- “Cards not working — ApplePay and other payment options no longer working.”
- “Constantly Logging In — Every time I use the app I have to log in… so annoying”
Pre-booking and dispatch reliability issues
Pre-booked taxis frequently fail to arrive, are canceled without notice, or are not dispatched properly despite confirmed bookings.
9
reviews
- “Pre-booking broken: avoid at all costs — Royal’s drivers are fantastic, professional, friendly and efficient. The dispatch experience however is entirely unreliable.”
- “Booked taxis don’t show up — This has happened several times now and we’ve had to run for a bus to try and avoid missing things. Avoid.”
- “Don’t use pre booking — I booked a taxi in the morning for a taxi later on. They updated the app to make it ‘better’ but it’s so much worse.”
Poor customer support and communication
Users report unresponsive or dismissive customer service, automated systems that fail to provide information, and lack of transparency during disruptions.
7
reviews
- “Incredibly rude operators who started arguing with me when the taxi was late for an important connection even with booking in advance.”
- “When I called for support, the service was even worst!”
- “They charge you £2.02 for registering your credit card on the app which is never refunded. All emails are ignored.”
Driver behavior and route manipulation
Drivers are accused of taking unnecessarily long routes, ignoring passenger instructions, and displaying poor attitudes.
5
reviews
- “Took me all the way around Oxford just to get to Wheatley — This taxi driver purposely took me the long way round...”
- “The drivers too don’t want to listen any advice on routes.”
- “Driver shouting at my mother to only drive off when she asked why she was shouting at him to meet him earlier.”
App update regressions and technical degradation
Recent app updates have introduced new bugs, removed features, and degraded overall performance compared to previous versions.
6
reviews
- “Awful app update — Since the app was updated, I can’t pay by any card, only cash and that’s only possible if I’m able to even book a ride.”
- “Poor update — This latest app update is just rubbish and completely useless.”
- “Journeys usually good, app getting worse — The app doesn’t know about the booking I have made by phone call.”
Unreliable ETA and tracking
Estimated arrival times are consistently inaccurate, with delays far exceeding the app's predictions and no clear status updates.
5
reviews
- “Horrible time estimation — After finding a driver, the apps says the car will be arriving in 1-2 min, but waited for 15 min for the driver to come.”
- “Pointless — Booked a cab in the app with an estimated 8 minute arrival. 30 minutes later it’s ‘in progress’. What does that even mean?”
- “After booking a the night before, no car arrived at my appointed time. On calling dispatch, they admitted they had”

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