Taxi fleets lead the way
Lee Chao-hsien of the Ministry of Transportation and Communications’ Department of Railways and Highways says that the chief factor driving the rise in quality is that drivers have been joining fleets and submitting to their rules and regulations.
According to the MOTC, at the end of 2011 the proportion of Taiwan’s cabbies belonging to fleets had risen to 37.7%, an increase of six percentage points over 2009.
Taiwan Taxi, the island’s largest fleet, has developed the most systematic approach to the tourist market. Its chairman Gary Lin has understood the potential for gaining market share by training drivers as tour guides in order to tap the demand for hired cars serving both Taiwanese and mainland Chinese tourists who aren’t part of package tours.
As well as working with online travel company ezTravel, Taiwan Taxi has been offering classes in English and Japanese to its more than 12,000 drivers. And in 2011 it began to encourage its drivers to get tour-guide licenses, at least for Chinese-language tours. The first priority has been to give them tourist information skills that they can offer to customers in Chinese.
Sam Huang, Taiwan Taxi’s senior manager of planning and marketing, explains that in 2011 49 of the fleet’s drivers took the tour-guide test and 19 passed. He Minxiong, a 32-year-old with 10 years of experience behind the wheel of a cab, obtained his license for Chinese-language tours in early 2012. Recently, he has been busy helping other drivers apply for the test and giving them pointers on how to prepare. He describes a palpable excitement in the two days before applications were accepted for the 2012 test, when more than 100 drivers were busily filling out forms.
Alba Chen, a manager with Taiwan Taxi subsidiary Taiwan Taxi Tour, says about 250 Taiwan Taxi drivers have qualified to join its tourism squad, either by obtaining tour-guide licenses or demonstrating sufficient skills in English or Japanese.
What are the advantages of being licensed? Not long ago, He Mingxiong drove a vacationing Hong Kong couple around Taiwan for four days. He served as both a driver and tour guide, giving them a deep understanding of sites that most tourists acquire only the most superficial understanding of. For instance, in Jiufen he arranged for a teashop proprietor to demonstrate how to best prepare high-quality mountain oolong tea and also brought them to a ceramics class to try their hand at pottery. The happy customers ended up tipping generously.
Gary Lin says that Taiwan Taxi regards itself as a league of taxi drivers, rather than an employer of them, and the league needs to find sources of income for its drivers. In an industry like this one that sells “moving experiences,” building a foundation of high-quality service is a must.
In a Hotels.com survey in 2012, Taipei’s taxis ranked seventh globally, based on cleanliness, comfort, service quality and other criteria. Taiwan Taxi has a special arrangement with the Taipei Sheraton to provide taxi services for travelers staying at the five-star hotel.