Wow, that's great to hear the taxi company stepped up, but I'm completely shocked by it! In the decade of taxi experiences prior to Uber/Lyft/ridesharing almost every taxi experience was absolutely awful. Driving erratically, on the phone, can't (or won't) take cards, won't take the route I said, literally kicking me and my spouse out of the cab and yelling at us for saying they needed to make a left turn instead of right (we lived in the area and knew where we were going). I'm convinced that a taxi driver has to literally kill someone before any action will be taken against them. I've found that Uber/Lyft usually tends to side with the rider but, like you shared, that's not always the case. The mutual rating system is a net plus IMO. Every cab company is different I guess, but I will never set foot in a cab again out of principle.