Ann: Quarterly Business Review and Appendix 4C, page-8

On tripadvisor and the like most of the complaints are all about the transport company or things like not being able to ring JAY. The only thing I think I have seen that is a legit complaint is JAY letting people book a ride at location they don't cover. This seems to have been fixed of late.

I do think JAY would be wise to invest more effort into fixing their reputation on sites like tripadvisor. The problem with online reviews is only the extreme ends of the experience post, so all you get is the 1% who had a fantastic or terrible experience posting. To get more of the satisfied middle reviewing you need to make a conscious and serious effort.

Anyway the growth numbers show this is not a major issue.