Gett UK Reviews 1,798

Reply from Gett UK

Dec 23, 2025

Dear Simon,

Thank you for your taking the time to leave a review.

We are so pleased to hear that you find the Gett app "very helpful" and that you are glad you downloaded it. Our goal is to make booking a professional Black Cab as seamless and straightforward as possible, and it’s great to know the app is delivering that for you.

We look forward to connecting you with the best drivers for more reliable, easier journeys.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 23, 2025

Dear Edwina,

Thank you for bringing this to our attention. I am sincerely sorry to hear about the frustration caused by your discount not working as expected; we understand how annoying and unfair that feels.

Upon reviewing your ride, I can see that our agent manually applied a discount to that specific journey. However, we recognise that this does not excuse the original discount not working automatically at the time of booking, which should have been a seamless process for you.

I have messaged you directly with a further resolution to this issue to make things right.

We appreciate your patience and look forward to providing you with a much smoother experience next time.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 23, 2025

Dear Happy Customer,

Thank you for your five-star review.

We are delighted to hear that you found our service to be "good value for money" and that you experienced "good service." Providing professional, reliable journeys is our top priority, and it is great to see this reflected in your experience.

We look forward to welcoming you back on board soon for many more pleasant and easy trips.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 22, 2025

Dear Jacqueline,

Thank you for sharing your feedback with us.

We are pleased to hear that you found the service punctual and that you didn't have to wait long for your taxi. Providing a reliable and prompt "good service" is exactly what we strive for.

I understand your concerns regarding the cost of the journey. To provide some context, Black Cab fares are determined by regulated meters set by the local Council.

We are glad to know that you trust us to get you home safely. That peace of mind is our top priority, and we look forward to being there for you whenever you need a dependable and secure ride.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 22, 2025

Dear Merrick,

Thank you for taking the time to leave a review.

We are delighted to hear that you find the Gett app straightforward and easy to use. 

We look forward to providing you with many more smooth and efficient journeys!

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 19, 2025

Dear Tanya,

Thank you for your review.

We are delighted to hear that you found the Gett app easy to book and that your driver arrived on time. Reliability and punctuality are the standards we strive for with every journey.

All licensed Black taxis can accommodate standard-size wheelchairs, ensuring our service is accessible, comfortable, and stress-free for all passengers, which is a core priority for our professional drivers and us.

We look forward to welcoming you back on board soon for another great experience.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 17, 2025

Dear Gaius,

Thank you for leaving a review. I am genuinely very sorry to read that your experience was so negative,” unexpected, unpleasant, and unfortunate” ,  and I fully understand why you have no plans to use or recommend Gett again. Please accept my sincere apologies for the stress and frustration we caused.

You raised two critical issues: the long wait time and the significant fare discrepancy.

1. Long Arrival Time: We regret that it took a “very long time” for the taxi to arrive. As you noted, you make this journey regularly, and given that this was your first ride with Gett, I can only assume that there were no taxis available on the local taxi rank situated at your pick-up location. While we work hard to secure a Taxi as quickly as possible, extremely high demand can sometimes lead to longer wait times.

2. Fare Discrepancy (£37.99 vs £20):
I sincerely apologise if the final fare felt exorbitant. We take your comparison to your usual fare of £20 very seriously. After investigating the details of this ride, I can confirm that the journey registered 9.6 miles. The driver confirmed that this was the meter reading and that he took the most direct route to the destination. Our system indicates the estimated fare for this journey on a Sunday (which has a higher tariff in your city) would have been between £34.00 and £40.00.  The final fare charged falls within this estimate.

While we strive for transparency, we are sorry that your final price expectation created such a negative and stressful situation for you. I have messaged you directly as we do not want our customers to feel this way after using our services.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 17, 2025

Dear Denise,

Thank you for your five-star review

We are delighted to hear that you had a great experience and look forward to welcoming you back on board soon for another seamless journey.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 16, 2025

Dear Trevor,

Thank you for your five-star review.

We are delighted to hear that you found using Gett great. We love that you had a great experience with our friendly Drivers. Providing a reliable, professional, and pleasant journey is precisely what we aim for.

Your willingness to tell friends and family to use Gett is the highest compliment we can receive. Thank you for being so supportive.

We look forward to welcoming you back on board soon.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 16, 2025

Dear Terri,

Thank you for leaving a review. I understand your concern about the £8 busy time surcharge added to your final invoice, which you feel was not clearly indicated when you booked your taxi. I sincerely apologise for any surprise this caused.

We strive to be as transparent as possible about pricing before booking. I can confirm that at the time of booking, there are multiple visual cues about this specific charge on the fare estimate screen:

"We're busy" Indicator: The screen displays a message stating "we're busy" and clearly shows the amount (in this case, £8.00) that is included in the fare estimate.

Red Lightning Bolt: There is also a visual cue in the form of a red lightning bolt symbol (⚡) next to the estimate to highlight the busy period.

These High Demand Fees are added during periods of demand pressure (such as during rush hours where local booking levels spike) this incentivises drivers and help us secure a vehicle for you when demand is high. Our goal is to give you clear choices to proceed or look at alternatives before you confirm your ride. If a ride is not urgent, with live road conditions ever changing, sometimes waiting for a few minutes and trying again may return an estimate without any High Demand fee applied. 

We appreciate you bringing this to our attention, and we are continually looking for ways to improve the clarity of our in-app messaging.

Please remember that our UK-based Customer Experience team is available 24/7 in our "in-app chat" to support you with any issues you may have.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 16, 2025

Dear Althea,

Thank you for leaving a review. I sincerely apologise that you felt the driver was deliberately taking his time to increase the meter fare, and that the cost discrepancy between your journey and a regular cab was confusing.

One of my team members has looked into this issue and will or may have already reached out to you to resolve it directly.

Regarding the fare: I understand why you feel there was an overcharge. Upon preliminary investigation, I can see there were some anomalies with the route taken that could have been due to unexpected road closures or live traffic conditions at the time of your journey.

To clarify the general fare difference, Black Taxis operate on regulated meters that calculate the fare based on time and distance. Road closures/diversions or heavy traffic may cause fluctuations in pricing on the same journey taken multiple times.

At Gett, we do take our customers' comments seriously. I hope we have resolved this issue to your satisfaction. 

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 16, 2025

Dear Deborah,

Thank you for leaving such a wonderful and comprehensive review. We are thrilled to hear that you are a "very happy customer."

It is fantastic that you found the app easy to download and use. More importantly, we are delighted that the service was seamless for your specific needs: knowing the driver was friendly and very helpful with your wheelchair is the highest possible compliment.

Ensuring all passengers feel very safe and comfortable is our absolute priority, and we are pleased that you also found the fare to be reasonable.

We look forward to welcoming you back on board many times, we are always here to provide reliable and accessible service.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 16, 2025

Dear Teresa,

Thank you for taking the time to leave such a brilliant review. We are absolutely delighted to welcome you to the Gett family.

It is fantastic feedback to hear specific praise for your drivers, Scott and Richard. Knowing that you found them both great, helpful, and nice confirms the high standards of professionalism and courtesy we expect from every driver using our platform.

We are thrilled to earn your "Highly recommend Gett" endorsement and look forward to welcoming you on board for more excellent journeys.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 16, 2025

Dear InPost,

Thank you so much for this wonderful five-star review.

We are absolutely thrilled to hear that your experience was seamless, noting the easy booking, punctuality, and reliability of the service.

However, the feedback regarding your driver is exceptional. Knowing he was very helpful, polite, and friendly, and especially that he proactively assisted your mother without being asked, is the highest possible compliment.

We are delighted that this experience has earned your loyalty and your recommendation to friends and family. We look forward to welcoming you back for many more smooth and effortless journeys.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 15, 2025

Dear Carol,

Thank you so much for your review.

We are absolutely thrilled to hear about the exceptional service provided by your driver, Piotr. Hearing that he was invaluable and friendly, even taking the extra step to phone you to confirm your exact location, demonstrates the dedication of our professional drivers.

Your comment that he didn't mind assisting with your mobility scooter, loading it on and taking it off at your destination, is fantastic feedback. Ensuring that every passenger, regardless of their needs, receives seamless, stress-free service is our highest priority.

Piotr certainly sounds like he deserves those 10 stars. We will ensure this feedback is passed directly to him.

We look forward to providing you with more professional and effortless journeys soon.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 15, 2025

Dear Nathalie,

Thank you for taking the time to leave a review.

It is wonderful feedback to hear that you had the pleasure of riding with the same driver twice. This speaks volumes about the consistency of our service and the high standard of courtesy our professional drivers provide.

Knowing that he was extremely helpful on both occasions confirms the dedication you can rely on from the Black Taxi trade.

We look forward to connecting you with the best drivers for many more pleasant and easy journeys.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 15, 2025

Dear Wendy,

Thank you for your concise and excellent review.

We are delighted to hear that you experienced "Great Service." Providing professional and reliable journeys is our primary goal, and your feedback confirms we are meeting that standard.

We look forward to welcoming you back on board soon for many more pleasant and easy journeys.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Updated Dec 15, 2025

** Update**
Dear TM
"Thank you for replying to my request for information. I appreciate you providing some further details.

I noticed that the email address you supplied is an Apple 'masked' relay address. Unfortunately, my systems cannot locate your Gett account using this masked email address.

To properly investigate your ride details, could you please reply with either the original email address or the telephone number linked to your Gett Account?

I look forward to helping resolve this issue for you.
John Mc
Gett UK

Dear TM,

Thank you for your review. We are pleased to hear you found the service Timely, the vehicle good, and the driver polite. However, I sincerely apologise for your frustration regarding the final fare, which you describe as an overcharge.

As your Trustpilot review is anonymous, I am unfortunately unable to locate the specific ride in question to provide a detailed breakdown. If you would like me to look into the ride details and investigate the final cost, I would be grateful if you could respond to the information request sent through Trustpilot so I can identify your booking and provide a clear explanation.

We take all pricing feedback seriously and look forward to hearing from you so we can look into this matter.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Dec 10, 2025

Dear Matthew,

Thank you for your five-star review.

It is great to hear that you experienced "Amazing service" and that your driver was helpful and efficient in managing the four drop-offs you required.

Multiple stops in a City environment can be daunting and take up a lot of your time, with Black Taxis having legal access to bus lanes, it can really make a difference to the overall journey time.

We are also delighted that you consider the Gett app to be a Quality tool. We strive to ensure our technology complements the driver's expertise seamlessly.

Thank you for choosing Gett for your busy day. We look forward to delivering the same excellent service on your next trip.

Kind regards,
John Mc
Gett UK

Reply from Gett UK

Updated Dec 9, 2025

Dear Sam,

Thank you so much for your five-star review.

We are absolutely thrilled to hear that you experienced a fantastic ride and found our fare to be so competitive. Your feedback on pricing is invaluable, as it highlights the true, dependable value of choosing a Black Taxi.

The quality of our service is underpinned by strict regulation, which often leads to better value for you:

Regulated Meters: Unlike the variable pricing model of our competitors, Black Taxis operate on regulated meters. This means during times of high demand or heavy traffic, Black Taxis often become much more economical and predictable for the passenger.

Expertise and Speed: Our drivers possess years of local knowledge (The Knowledge), ensuring the quickest, most direct route. This expertise, combined with their legal access to bus lanes, significantly improves speed and efficiency when travelling through the city.

Trust and Safety: You are riding with a highly regulated professional, backed by nearly 400 years of standards and commitment to passenger safety.

We are delighted to be your trusted connection to this superior, professional service. We look forward to welcoming you onboard for many years to come.

Kind regards,
John Mc
Gett UK