San Francisco Taxis: What Our Listeners and Readers Say
How to Get a Cab in San Francisco and 4 Other Tips From Taxi Drivers
Cab Complaints Climb in San Francisco
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Photo by Claus Wolf/Flickr.\" width=\"301\" height=\"224\">\u003cfigcaption class=\"wp-caption-text\">A cab in San Francisco. Photo by Claus Wolf/Flickr.\u003c/figcaption>\u003c/figure>\n\u003cp>Adrienne Kristine has nothing but praise for San Francisco cab drivers.\u003c/p>\n\u003cp>“Maybe it's because I'm disabled and have a rather large walker to carry that the dispatchers treat me with kindness,” Kristine wrote in a \u003ca href=\"http://www.baycitizen.org/blogs/pulse-of-the-bay/amid-complaints-about-cabs-share-your/comments/#comments\">comment\u003c/a> on The Bay Citizen’s website. “When I was traveling back and forth to South SF for radiation treatments Monday through Friday for seven weeks, the drivers I had were spectacular and made the experience much easier to handle.”\u003c/p>\n\u003cp>Not every local resident, however, would describe cab service in San Francisco as spectacular. As The Bay Citizen recently \u003ca href=\"http://ww2.kqed.org/news/2013/01/02/cab-complaints-climb-in-san-francisco/\">reported\u003c/a>, a total of 1,733 complaints against taxi drivers were registered with San Francisco's 311 complaint line last fiscal year. That represents a 13 percent increase in gripes over the previous year, nearly double the 900-complaint goal of the San Francisco Municipal Transportation Agency, which regulates taxis.\u003c/p>\n\u003cblockquote>\u003cp>Taxis infested with bed bugs, drivers falling asleep at the wheel, rude behavior and difficulty getting a cab also were among the complaints....(T)wo friends were upset when a driver offered them a 10 percent discount if they made out in front of him....\u003c/p>\n\u003cp>Fifteen people complained that cabs wouldn’t pick them up because they were African American. On Halloween evening in 2011, a black woman called to complain that a Yellow Cab driver pointed to a white woman standing nearby and said, “I want her and not you.” After she complained, the driver used a racial slur, she said.\u003c/p>\u003c/blockquote>\n\u003caside class=\"pullquote alignleft\">\u003cstrong>\u003ca href=\"http://storify.com/kqednews/tales-from-san-francisco-taxis?utm_source=embed_header\" target=\"_blank\">Taxi Tales: Passengers Speak Out\u003c/a>\u003c/strong>\u003c/aside>\n\u003cp>Coverage of the increase in complaints led to impassioned discussion between cab drivers, passengers and others in the comment forums of websites like \u003ca href=\"http://ww2.kqed.org/news/2013/01/02/cab-complaints-climb-in-san-francisco/\">KQED News\u003c/a> and \u003ca href=\"http://www.baycitizen.org/transportation/story/cab-complaints-climb-san-francisco/#comments\">The Bay Citizen\u003c/a>. Some riders said their treatment by drivers has led them to switch to ride-sharing services. Those in the taxi industry responded that some of the criticisms were unfair or represented a miniscule percentage of the total rides they serviced. \u003c!--more-->\u003c/p>\n\u003cp>\"Most cab rids are a nonevent,\" DeSoto Cab General Manager Athan Rebelos said in an interview. \"It's one step up from riding a bus.\"\u003c/p>\n\u003cp>[ad fullwidth]\u003c/p>\n\u003cp>Some drivers added they had gripes with the local taxi industry. They're angry that San Francisco’s Municipal Transportation Agency has closed the waiting list for \u003ca href=\"http://www.sfmta.com/cms/xind/howmedallion.htm\">new taxi medallions\u003c/a>. And they're upset about the growth of ride-sharing services, which the industry considers unfair competition.\u003c/p>\n\u003caside class=\"pullquote alignleft\">\u003cstrong>I take taxis maybe 10 to 12 times a year in SF. I've had nothing but positive experiences\u003c/strong>.”\u003c/aside>\n\u003cp>\"There aren’t too many happy cab drivers in San Francisco given what’s going on,\" noted Brad Newsham, who said he's been driving a cab in San Francisco since 1985.\u003c/p>\n\u003cp>Drivers also shared some complaints about passengers.\u003c/p>\n\u003cp>“A lot of people get in and assume you’re an idiot,” noted Barry Korengold, who said he’s been driving a taxi in the Bay Area for more than 30 years. \"If they expect to get bad service, they’re probably going to get bad service.\"\u003c/p>\n\u003cp>Earlier this month we posted \u003ca href=\"http://ww2.kqed.org/news/2013/01/08/how-to-get-a-cab-and-4-other-tips-from-san-francisco-cab-drivers/\">tips\u003c/a> from cab drivers and taxi industry insiders on what passengers might do to ensure they have a better experience while riding in a San Francisco cab. \u003ca href=\"http://ww2.kqed.org/news/2013/01/08/how-to-get-a-cab-and-4-other-tips-from-san-francisco-cab-drivers/\">KQED News\u003c/a> and \u003ca href=\"http://www.baycitizen.org/blogs/pulse-of-the-bay/amid-complaints-about-cabs-share-your/comments/\">The Bay Citizen\u003c/a> also asked passengers to share their stories online about riding in local taxis.\u003c/p>\n\u003cp>Some passengers said they had no complaints.\u003c/p>\n\u003caside class=\"pullquote alignleft\">\u003cstrong>I long ago lost count of how many times a cab pulled over, asked where I was going, and then refused and took off.\u003c/strong>”\u003c/aside>\n\u003cp>“I take taxis maybe 10 to 12 times a year in SF,\" Teresa Harbin wrote. \"I've had nothing but positive experiences.”\u003c/p>\n\u003cp>Others, however, shared stories about arguing over credit cards, speeding dangerously across the city and being refused a ride.\u003c/p>\n\u003cp>“I long ago lost count of how many times a cab pulled over, asked where I was going, and then refused and took off,” Stephany Filimon Wilkes wrote.\u003c/p>\n\u003cp>Below is a collection of some of the other stories we heard about local taxi service. These are all anecdotal, of course, and they don't necessarily indicate San Francisco has a \"taxi problem.\" They do indicate that some people have had some memorable experiences.\u003c/p>\n\u003cp>Buckle up, passengers; here are stories from the back seats of San Francisco cabs.\u003c/p>\n\u003cp>\u003c/p>\n\u003cp>http://storify.com/kqednews/tales-from-san-francisco-taxis\u003c/p>\n\n","blocks":[],"excerpt":null,"status":"publish","parent":0,"modified":1358976470,"stats":{"hasAudio":false,"hasVideo":false,"hasChartOrMap":false,"iframeSrcs":[],"hasGoogleForm":false,"hasGallery":false,"hasHearkenModule":false,"hasPolis":false,"paragraphCount":20,"wordCount":754},"headData":{"title":"San Francisco Taxis: What Our Listeners and Readers Say | KQED","description":"Adrienne Kristine has nothing but praise for San Francisco cab drivers. “Maybe it's because I'm disabled and have a rather large walker to carry that the dispatchers treat me with kindness,” Kristine wrote in a comment on The Bay Citizen’s website. “When I was traveling back and forth to South SF for radiation treatments Monday","ogTitle":"","ogDescription":"","ogImgId":"","twTitle":"","twDescription":"","twImgId":"","schema":{"@context":"http://schema.org","@type":"NewsArticle","headline":"San Francisco Taxis: What Our Listeners and Readers Say","datePublished":"2013-01-23T20:33:11.000Z","dateModified":"2013-01-23T21:27:50.000Z","image":"https://cdn.kqed.org/wp-content/uploads/2020/02/KQED-OG-Image@1x.png","isAccessibleForFree":"Y","publisher":{"@type":"NewsMediaOrganization","@id":"https://www.kqed.org/#organization","name":"KQED","url":"https://www.kqed.org","logo":"https://cdn.kqed.org/wp-content/uploads/2020/02/KQED-OG-Image@1x.png"}}},"disqusIdentifier":"86714 http://ww2.kqed.org/news/?p=86714","disqusUrl":"https://ww2.kqed.org/news/2013/01/23/san-francisco-taxis-what-our-listeners-and-readers-say/","disqusTitle":"San Francisco Taxis: What Our Listeners and Readers Say","path":"/news/86714/san-francisco-taxis-what-our-listeners-and-readers-say","audioTrackLength":null,"parsedContent":[{"type":"contentString","content":"\u003cdiv class=\"post-body\">\u003cp>\u003cfigure id=\"attachment_86728\" class=\"wp-caption alignleft\" style=\"max-width: 301px\">\u003cimg class=\"size-full wp-image-86728\" src=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/cab2.jpeg\" alt=\"A cab in San Francisco. Photo by Claus Wolf/Flickr.\" width=\"301\" height=\"224\">\u003cfigcaption class=\"wp-caption-text\">A cab in San Francisco. Photo by Claus Wolf/Flickr.\u003c/figcaption>\u003c/figure>\n\u003cp>Adrienne Kristine has nothing but praise for San Francisco cab drivers.\u003c/p>\n\u003cp>“Maybe it's because I'm disabled and have a rather large walker to carry that the dispatchers treat me with kindness,” Kristine wrote in a \u003ca href=\"http://www.baycitizen.org/blogs/pulse-of-the-bay/amid-complaints-about-cabs-share-your/comments/#comments\">comment\u003c/a> on The Bay Citizen’s website. “When I was traveling back and forth to South SF for radiation treatments Monday through Friday for seven weeks, the drivers I had were spectacular and made the experience much easier to handle.”\u003c/p>\n\u003cp>Not every local resident, however, would describe cab service in San Francisco as spectacular. As The Bay Citizen recently \u003ca href=\"http://ww2.kqed.org/news/2013/01/02/cab-complaints-climb-in-san-francisco/\">reported\u003c/a>, a total of 1,733 complaints against taxi drivers were registered with San Francisco's 311 complaint line last fiscal year. That represents a 13 percent increase in gripes over the previous year, nearly double the 900-complaint goal of the San Francisco Municipal Transportation Agency, which regulates taxis.\u003c/p>\n\u003cblockquote>\u003cp>Taxis infested with bed bugs, drivers falling asleep at the wheel, rude behavior and difficulty getting a cab also were among the complaints....(T)wo friends were upset when a driver offered them a 10 percent discount if they made out in front of him....\u003c/p>\n\u003cp>Fifteen people complained that cabs wouldn’t pick them up because they were African American. On Halloween evening in 2011, a black woman called to complain that a Yellow Cab driver pointed to a white woman standing nearby and said, “I want her and not you.” After she complained, the driver used a racial slur, she said.\u003c/p>\u003c/blockquote>\n\u003caside class=\"pullquote alignleft\">\u003cstrong>\u003ca href=\"http://storify.com/kqednews/tales-from-san-francisco-taxis?utm_source=embed_header\" target=\"_blank\">Taxi Tales: Passengers Speak Out\u003c/a>\u003c/strong>\u003c/aside>\n\u003cp>Coverage of the increase in complaints led to impassioned discussion between cab drivers, passengers and others in the comment forums of websites like \u003ca href=\"http://ww2.kqed.org/news/2013/01/02/cab-complaints-climb-in-san-francisco/\">KQED News\u003c/a> and \u003ca href=\"http://www.baycitizen.org/transportation/story/cab-complaints-climb-san-francisco/#comments\">The Bay Citizen\u003c/a>. Some riders said their treatment by drivers has led them to switch to ride-sharing services. Those in the taxi industry responded that some of the criticisms were unfair or represented a miniscule percentage of the total rides they serviced. \u003c!--more-->\u003c/p>\n\u003cp>\"Most cab rids are a nonevent,\" DeSoto Cab General Manager Athan Rebelos said in an interview. \"It's one step up from riding a bus.\"\u003c/p>\n\u003cp>\u003c/p>\u003c/div>","attributes":{"named":{},"numeric":[]}},{"type":"component","content":"","name":"ad","attributes":{"named":{"label":"fullwidth"},"numeric":["fullwidth"]}},{"type":"contentString","content":"\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>Some drivers added they had gripes with the local taxi industry. They're angry that San Francisco’s Municipal Transportation Agency has closed the waiting list for \u003ca href=\"http://www.sfmta.com/cms/xind/howmedallion.htm\">new taxi medallions\u003c/a>. And they're upset about the growth of ride-sharing services, which the industry considers unfair competition.\u003c/p>\n\u003caside class=\"pullquote alignleft\">\u003cstrong>I take taxis maybe 10 to 12 times a year in SF. I've had nothing but positive experiences\u003c/strong>.”\u003c/aside>\n\u003cp>\"There aren’t too many happy cab drivers in San Francisco given what’s going on,\" noted Brad Newsham, who said he's been driving a cab in San Francisco since 1985.\u003c/p>\n\u003cp>Drivers also shared some complaints about passengers.\u003c/p>\n\u003cp>“A lot of people get in and assume you’re an idiot,” noted Barry Korengold, who said he’s been driving a taxi in the Bay Area for more than 30 years. \"If they expect to get bad service, they’re probably going to get bad service.\"\u003c/p>\n\u003cp>Earlier this month we posted \u003ca href=\"http://ww2.kqed.org/news/2013/01/08/how-to-get-a-cab-and-4-other-tips-from-san-francisco-cab-drivers/\">tips\u003c/a> from cab drivers and taxi industry insiders on what passengers might do to ensure they have a better experience while riding in a San Francisco cab. \u003ca href=\"http://ww2.kqed.org/news/2013/01/08/how-to-get-a-cab-and-4-other-tips-from-san-francisco-cab-drivers/\">KQED News\u003c/a> and \u003ca href=\"http://www.baycitizen.org/blogs/pulse-of-the-bay/amid-complaints-about-cabs-share-your/comments/\">The Bay Citizen\u003c/a> also asked passengers to share their stories online about riding in local taxis.\u003c/p>\n\u003cp>Some passengers said they had no complaints.\u003c/p>\n\u003caside class=\"pullquote alignleft\">\u003cstrong>I long ago lost count of how many times a cab pulled over, asked where I was going, and then refused and took off.\u003c/strong>”\u003c/aside>\n\u003cp>“I take taxis maybe 10 to 12 times a year in SF,\" Teresa Harbin wrote. \"I've had nothing but positive experiences.”\u003c/p>\n\u003cp>Others, however, shared stories about arguing over credit cards, speeding dangerously across the city and being refused a ride.\u003c/p>\n\u003cp>“I long ago lost count of how many times a cab pulled over, asked where I was going, and then refused and took off,” Stephany Filimon Wilkes wrote.\u003c/p>\n\u003cp>Below is a collection of some of the other stories we heard about local taxi service. These are all anecdotal, of course, and they don't necessarily indicate San Francisco has a \"taxi problem.\" They do indicate that some people have had some memorable experiences.\u003c/p>\n\u003cp>Buckle up, passengers; here are stories from the back seats of San Francisco cabs.\u003c/p>\n\u003cp>\u003c/p>\n\u003cp>http://storify.com/kqednews/tales-from-san-francisco-taxis\u003c/p>\n\n\u003c/div>\u003c/p>","attributes":{"named":{},"numeric":[]}}],"link":"/news/86714/san-francisco-taxis-what-our-listeners-and-readers-say","authors":["11430"],"programs":["news_6944"],"categories":["news_8","news_1397"],"tags":["news_3641","news_38","news_3640","news_2024"],"label":"news_6944"},"news_84748":{"type":"posts","id":"news_84748","meta":{"index":"posts_1591205157","site":"news","id":"84748","score":null,"sort":[1357677977000]},"guestAuthors":[],"slug":"how-to-get-a-cab-and-4-other-tips-from-san-francisco-cab-drivers","title":"How to Get a Cab in San Francisco and 4 Other Tips From Taxi Drivers","publishDate":1357677977,"format":"aside","headTitle":"News Fix | KQED News","labelTerm":{"term":6944,"site":"news"},"content":"\u003cfigure id=\"attachment_84790\" class=\"wp-caption aligncenter\" style=\"max-width: 640px\">\u003ca href=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/cab.jpeg\">\u003cimg class=\"size-full wp-image-84790\" title=\"A cab in San Francisco. Marcin Wichary/Flickr.\" src=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/cab.jpeg\" alt=\"A cab in San Francisco. Marcin Wichary/Flickr.\" width=\"640\" height=\"426\">\u003c/a>\u003cfigcaption class=\"wp-caption-text\">A cab in San Francisco. Marcin Wichary/Flickr.\u003c/figcaption>\u003c/figure>\n\u003cp>As The Bay Citizen \u003ca href=\"http://ww2.kqed.org/news/2013/01/02/cab-complaints-climb-in-san-francisco/\">reported\u003c/a> last week, a total of \u003ca href=\"http://ww2.kqed.org/news/2013/01/02/cab-complaints-climb-in-san-francisco/\">1,733 complaints\u003c/a> against taxi drivers were registered with San Francisco's 311 complaint line last fiscal year. That represents a 13 percent increase in gripes over the previous fiscal year and it's nearly double the 900-complaint goal of the San Francisco Municipal Transportation Agency, which regulates taxis.\u003c/p>\n\u003cblockquote>\u003cp>Taxis infested with bed bugs, drivers falling asleep at the wheel, rude behavior and difficulty getting a cab also were among the complaints....(T)wo friends were upset when a driver offered them a 10 percent discount if they made out in front of him....\u003c/p>\n\u003cp>Fifteen people complained that cabs wouldn’t pick them up because they were African American. On Halloween evening in 2011, a black woman called to complain that a Yellow Cab driver pointed to a white woman standing nearby and said, “I want her and not you.” After she complained, the driver used a racial slur, she said.\u003c/p>\u003c/blockquote>\n\u003cp>These are serious complaints, to be sure. But San Francisco cab drivers and others in the taxi industry say the number of grievances reflects a small percentage of the total fares carried by the city's taxis. Jim Gillespie, the general manager of the Yellow Cab Cooperative in San Francisco, wrote in a recent email that his company alone gives an estimated 20,000 rides daily. Athan Rebelos, the general manager of DeSoto cab, said his company provided a total of 1.46 million rides in 2012. And DeSoto and Yellow are just two of the 29 taxi companies licensed to operate in San Francisco, according to the San Francisco Municipal Transit Agency.\u003c/p>\n\u003cp>Rebelos put it this way: “Most cab rides are a nonevent.” \u003c!--more-->Of course, not every bad experience in a San Francisco cab generates a call to 311. And there's no doubt we've all had memorable rides in which the cab driver has mistaken Lombard Street for the Autobahn or interpreted our one-word response to \"How's it going?\" as an invitation to expound at length on his views on municipal government or fly fishing.\u003c/p>\n\u003cp>But it's a two-way street, as they say in the biz. Just as passengers have to deal with cab drivers, drivers have to deal with passengers -- and there are a lot more of us than there are of them.\u003c/p>\n\u003cp>So we decided to get the other side of the story, speaking with drivers and other in the industry insiders about what passengers might do to ensure they have a better experience while riding in a San Francisco cab. Based on those interviews, we’ve put together five tips for the conscientious cab customer.\u003c/p>\n\u003cp>[ad fullwidth]\u003c/p>\n\u003cp>\u003cstrong>1. Don't be a bossypants\u003cbr>\n\u003c/strong>\u003c/p>\n\u003cp>Barking orders or talking down to your driver is not going to help.\u003c/p>\n\u003cp>“A lot of people get in and assume you’re an idiot,” noted Barry Korengold, who said he’s been driving a taxi in the Bay Area for more than 30 years. \"If they expect to get bad service, they’re probably going to get bad service.\"\u003c/p>\n\u003cp>Korengold and others emphasized that passengers should understand that driving a cab is hard work and at times dangerous.\u003c/p>\n\u003cp>\"Drivers, they’re out there working the street and it’s a real tough situation. You're dealing with pimps, drug dealers and CEOs all in a matter of minutes,\" Rebelos said.\u003c/p>\n\u003cp>Some drivers also are angry that San Francisco’s Municipal Transportation Agency has \u003ca href=\"http://ww2.kqed.org/news/2012/11/09/why-is-it-so-hard-to-get-a-cab-in-san-francisco/\">closed\u003c/a> the waiting list for new taxi medallions. And they're upset about the growth of ride-sharing services, which the taxi industry considers \u003ca href=\"http://www.kqed.org/news/story/2012/11/08/110777/sf_street_fight_rideshare_startups_battling_taxis_regulators?category=economy\">unfair competition\u003c/a>.\u003c/p>\n\u003cp>\"There aren’t too many happy cab drivers in San Francisco given what’s going on,\" noted Brad Newsham, who said he's been driving a cab in San Francisco since 1985. Newsham detailed some of his frustrations in a 2010 San Francisco magazine article that you can read \u003ca href=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/NewshamArticle.pdf\">here\u003c/a>. \"I am frankly aghast.\"\u003c/p>\n\u003cp>If you're someone who might occasionally want to brighten to cab driver's day, try offering a compliment when you receive good service, Rebelos said.\u003c/p>\n\u003cp>\"When they get a good driver, let that driver know how happy you are,\" he said.\u003c/p>\n\u003cp>\u003cstrong>2. Hailing 101\u003c/strong>\u003c/p>\n\u003cp>A busy street might not always be the best place to hail a cab, Korengold said. Often, cab drivers can be found on less-busy streets because they're avoiding traffic. And when hailing a cab, hopeful passengers should be sure to stand in an area where they can be safely picked up.\u003c/p>\n\u003cp>Bossiness in cab hailing will not work in your favor, Korengold said.\u003c/p>\n\u003cp>\"If they’re standing in the middle of the lane so you can’t go by them, what does that say about their personality?\" he said. \"People snap their fingers and point to the ground, I’m not pulling over for that.\"\u003c/p>\n\u003cp>Korengold offered these tips for flagging down a cab:\u003c/p>\n\u003cp>\"Don't just put your arm up once and take it down. Cabdrivers are constantly looking all around, and may not have noticed you raise your arm. Leave it up there so when the drivers sees you, he knows you want a cab. It's known as 'the Statue of Liberty pose.' I've seen many people giving me a blank stare as if they may be wondering why I'm not stopping, but if I don't see them put their arm up, there's no reason for me to stop. If I'm empty, I would be glad to pick them up.\u003c/p>\n\u003cp>\"If you are eating a slice of pizza, hotdog or burrito, finish it before trying to hail a cab. Most cabdrivers do not want a stinky pizza or other food eaten in the cab, that will most likely have parts of it dropping off, or your hands leaving grease on the door handles. I see this all the time and will not pick people up eating their pizza or burritos.\"\u003c/p>\n\u003cp>\u003cstrong>3. Don't take it out on the wrong cab\u003cbr>\n\u003c/strong>\u003c/p>\n\u003cp>\"A lot of times I have to pass people by because I’m heading to a radio call,\" noted John Han, who said he's been driving a cab in San Francisco for about 10 years. \"It looks as if I'm ignoring them. It looks like I'm just driving by. I’m not ignoring them.\"\u003c/p>\n\u003cp>Passengers who feel they've been ignored might feel the urge to express frustration to the driver of the next cab that picks them up.\u003c/p>\n\u003cp>\"I’m constantly having people get in my cab and people tell me about this terrible cab driver they had,\" Korengold said. \"I’m like, wait a minute, let me tell you about this terrible passenger I had.\"\u003c/p>\n\u003cp>\"Nobody wants to have an angry person in their cab.\"\u003c/p>\n\u003cp>\u003cstrong>4. Know your intersections\u003cbr>\n\u003c/strong>\u003c/p>\n\u003cp>\"All I ask of my passengers is that they give me a street and a cross street,\" Han said. \"Don’t say they’re going to this or that club.\"\u003c/p>\n\u003cp>\"Be as clear as you can at the beginning and go from there,\" added Newsham.\u003c/p>\n\u003cp>\u003cstrong>5. A polite 'shut up' is acceptable\u003cbr>\n\u003c/strong>\u003c/p>\n\u003cp>“If you don’t want to have an interaction, tell them they need to be quiet,” Newsham said. “That’s a fairly effective tactic.”\u003c/p>\n\u003cp>There you go. Happy riding. And don't forget to check for your wallet, cellphone and keys before you leave a cab. That might help as well....\u003c/p>\n\u003cp>\u003cstrong>Have you had a memorable experience in a Bay Area cab? We want to hear your positive stories as well as your horror tales, and also your tips for ensuring a smooth cab ride. \u003c/strong>\u003c/p>\n\u003cp>[ad floatright]\u003c/p>\n\u003cp>\u003cstrong>Leave a comment at the bottom of this post or call 1-866-588-8883\u003c/strong>.\u003c/p>\n\n","blocks":[],"excerpt":null,"status":"publish","parent":0,"modified":1357679781,"stats":{"hasAudio":false,"hasVideo":false,"hasChartOrMap":false,"iframeSrcs":[],"hasGoogleForm":false,"hasGallery":false,"hasHearkenModule":false,"hasPolis":false,"paragraphCount":38,"wordCount":1338},"headData":{"title":"How to Get a Cab in San Francisco and 4 Other Tips From Taxi Drivers | KQED","description":"As The Bay Citizen reported last week, a total of 1,733 complaints against taxi drivers were registered with San Francisco's 311 complaint line last fiscal year. That represents a 13 percent increase in gripes over the previous fiscal year and it's nearly double the 900-complaint goal of the San Francisco Municipal Transportation Agency, which regulates taxis.","ogTitle":"","ogDescription":"","ogImgId":"","twTitle":"","twDescription":"","twImgId":"","schema":{"@context":"http://schema.org","@type":"NewsArticle","headline":"How to Get a Cab in San Francisco and 4 Other Tips From Taxi Drivers","datePublished":"2013-01-08T20:46:17.000Z","dateModified":"2013-01-08T21:16:21.000Z","image":"https://cdn.kqed.org/wp-content/uploads/2020/02/KQED-OG-Image@1x.png","isAccessibleForFree":"Y","publisher":{"@type":"NewsMediaOrganization","@id":"https://www.kqed.org/#organization","name":"KQED","url":"https://www.kqed.org","logo":"https://cdn.kqed.org/wp-content/uploads/2020/02/KQED-OG-Image@1x.png"}}},"disqusIdentifier":"84748 http://ww2.kqed.org/news/?p=84748","disqusUrl":"https://ww2.kqed.org/news/2013/01/08/how-to-get-a-cab-and-4-other-tips-from-san-francisco-cab-drivers/","disqusTitle":"How to Get a Cab in San Francisco and 4 Other Tips From Taxi Drivers","path":"/news/84748/how-to-get-a-cab-and-4-other-tips-from-san-francisco-cab-drivers","audioTrackLength":null,"parsedContent":[{"type":"contentString","content":"\u003cdiv class=\"post-body\">\u003cp>\u003cfigure id=\"attachment_84790\" class=\"wp-caption aligncenter\" style=\"max-width: 640px\">\u003ca href=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/cab.jpeg\">\u003cimg class=\"size-full wp-image-84790\" title=\"A cab in San Francisco. Marcin Wichary/Flickr.\" src=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/cab.jpeg\" alt=\"A cab in San Francisco. Marcin Wichary/Flickr.\" width=\"640\" height=\"426\">\u003c/a>\u003cfigcaption class=\"wp-caption-text\">A cab in San Francisco. Marcin Wichary/Flickr.\u003c/figcaption>\u003c/figure>\n\u003cp>As The Bay Citizen \u003ca href=\"http://ww2.kqed.org/news/2013/01/02/cab-complaints-climb-in-san-francisco/\">reported\u003c/a> last week, a total of \u003ca href=\"http://ww2.kqed.org/news/2013/01/02/cab-complaints-climb-in-san-francisco/\">1,733 complaints\u003c/a> against taxi drivers were registered with San Francisco's 311 complaint line last fiscal year. That represents a 13 percent increase in gripes over the previous fiscal year and it's nearly double the 900-complaint goal of the San Francisco Municipal Transportation Agency, which regulates taxis.\u003c/p>\n\u003cblockquote>\u003cp>Taxis infested with bed bugs, drivers falling asleep at the wheel, rude behavior and difficulty getting a cab also were among the complaints....(T)wo friends were upset when a driver offered them a 10 percent discount if they made out in front of him....\u003c/p>\n\u003cp>Fifteen people complained that cabs wouldn’t pick them up because they were African American. On Halloween evening in 2011, a black woman called to complain that a Yellow Cab driver pointed to a white woman standing nearby and said, “I want her and not you.” After she complained, the driver used a racial slur, she said.\u003c/p>\u003c/blockquote>\n\u003cp>These are serious complaints, to be sure. But San Francisco cab drivers and others in the taxi industry say the number of grievances reflects a small percentage of the total fares carried by the city's taxis. Jim Gillespie, the general manager of the Yellow Cab Cooperative in San Francisco, wrote in a recent email that his company alone gives an estimated 20,000 rides daily. Athan Rebelos, the general manager of DeSoto cab, said his company provided a total of 1.46 million rides in 2012. And DeSoto and Yellow are just two of the 29 taxi companies licensed to operate in San Francisco, according to the San Francisco Municipal Transit Agency.\u003c/p>\n\u003cp>Rebelos put it this way: “Most cab rides are a nonevent.” \u003c!--more-->Of course, not every bad experience in a San Francisco cab generates a call to 311. And there's no doubt we've all had memorable rides in which the cab driver has mistaken Lombard Street for the Autobahn or interpreted our one-word response to \"How's it going?\" as an invitation to expound at length on his views on municipal government or fly fishing.\u003c/p>\n\u003cp>But it's a two-way street, as they say in the biz. Just as passengers have to deal with cab drivers, drivers have to deal with passengers -- and there are a lot more of us than there are of them.\u003c/p>\n\u003cp>So we decided to get the other side of the story, speaking with drivers and other in the industry insiders about what passengers might do to ensure they have a better experience while riding in a San Francisco cab. Based on those interviews, we’ve put together five tips for the conscientious cab customer.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>","attributes":{"named":{},"numeric":[]}},{"type":"component","content":"","name":"ad","attributes":{"named":{"label":"fullwidth"},"numeric":["fullwidth"]}},{"type":"contentString","content":"\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>\u003cstrong>1. Don't be a bossypants\u003cbr>\n\u003c/strong>\u003c/p>\n\u003cp>Barking orders or talking down to your driver is not going to help.\u003c/p>\n\u003cp>“A lot of people get in and assume you’re an idiot,” noted Barry Korengold, who said he’s been driving a taxi in the Bay Area for more than 30 years. \"If they expect to get bad service, they’re probably going to get bad service.\"\u003c/p>\n\u003cp>Korengold and others emphasized that passengers should understand that driving a cab is hard work and at times dangerous.\u003c/p>\n\u003cp>\"Drivers, they’re out there working the street and it’s a real tough situation. You're dealing with pimps, drug dealers and CEOs all in a matter of minutes,\" Rebelos said.\u003c/p>\n\u003cp>Some drivers also are angry that San Francisco’s Municipal Transportation Agency has \u003ca href=\"http://ww2.kqed.org/news/2012/11/09/why-is-it-so-hard-to-get-a-cab-in-san-francisco/\">closed\u003c/a> the waiting list for new taxi medallions. And they're upset about the growth of ride-sharing services, which the taxi industry considers \u003ca href=\"http://www.kqed.org/news/story/2012/11/08/110777/sf_street_fight_rideshare_startups_battling_taxis_regulators?category=economy\">unfair competition\u003c/a>.\u003c/p>\n\u003cp>\"There aren’t too many happy cab drivers in San Francisco given what’s going on,\" noted Brad Newsham, who said he's been driving a cab in San Francisco since 1985. Newsham detailed some of his frustrations in a 2010 San Francisco magazine article that you can read \u003ca href=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/NewshamArticle.pdf\">here\u003c/a>. \"I am frankly aghast.\"\u003c/p>\n\u003cp>If you're someone who might occasionally want to brighten to cab driver's day, try offering a compliment when you receive good service, Rebelos said.\u003c/p>\n\u003cp>\"When they get a good driver, let that driver know how happy you are,\" he said.\u003c/p>\n\u003cp>\u003cstrong>2. Hailing 101\u003c/strong>\u003c/p>\n\u003cp>A busy street might not always be the best place to hail a cab, Korengold said. Often, cab drivers can be found on less-busy streets because they're avoiding traffic. And when hailing a cab, hopeful passengers should be sure to stand in an area where they can be safely picked up.\u003c/p>\n\u003cp>Bossiness in cab hailing will not work in your favor, Korengold said.\u003c/p>\n\u003cp>\"If they’re standing in the middle of the lane so you can’t go by them, what does that say about their personality?\" he said. \"People snap their fingers and point to the ground, I’m not pulling over for that.\"\u003c/p>\n\u003cp>Korengold offered these tips for flagging down a cab:\u003c/p>\n\u003cp>\"Don't just put your arm up once and take it down. Cabdrivers are constantly looking all around, and may not have noticed you raise your arm. Leave it up there so when the drivers sees you, he knows you want a cab. It's known as 'the Statue of Liberty pose.' I've seen many people giving me a blank stare as if they may be wondering why I'm not stopping, but if I don't see them put their arm up, there's no reason for me to stop. If I'm empty, I would be glad to pick them up.\u003c/p>\n\u003cp>\"If you are eating a slice of pizza, hotdog or burrito, finish it before trying to hail a cab. Most cabdrivers do not want a stinky pizza or other food eaten in the cab, that will most likely have parts of it dropping off, or your hands leaving grease on the door handles. I see this all the time and will not pick people up eating their pizza or burritos.\"\u003c/p>\n\u003cp>\u003cstrong>3. Don't take it out on the wrong cab\u003cbr>\n\u003c/strong>\u003c/p>\n\u003cp>\"A lot of times I have to pass people by because I’m heading to a radio call,\" noted John Han, who said he's been driving a cab in San Francisco for about 10 years. \"It looks as if I'm ignoring them. It looks like I'm just driving by. I’m not ignoring them.\"\u003c/p>\n\u003cp>Passengers who feel they've been ignored might feel the urge to express frustration to the driver of the next cab that picks them up.\u003c/p>\n\u003cp>\"I’m constantly having people get in my cab and people tell me about this terrible cab driver they had,\" Korengold said. \"I’m like, wait a minute, let me tell you about this terrible passenger I had.\"\u003c/p>\n\u003cp>\"Nobody wants to have an angry person in their cab.\"\u003c/p>\n\u003cp>\u003cstrong>4. Know your intersections\u003cbr>\n\u003c/strong>\u003c/p>\n\u003cp>\"All I ask of my passengers is that they give me a street and a cross street,\" Han said. \"Don’t say they’re going to this or that club.\"\u003c/p>\n\u003cp>\"Be as clear as you can at the beginning and go from there,\" added Newsham.\u003c/p>\n\u003cp>\u003cstrong>5. A polite 'shut up' is acceptable\u003cbr>\n\u003c/strong>\u003c/p>\n\u003cp>“If you don’t want to have an interaction, tell them they need to be quiet,” Newsham said. “That’s a fairly effective tactic.”\u003c/p>\n\u003cp>There you go. Happy riding. And don't forget to check for your wallet, cellphone and keys before you leave a cab. That might help as well....\u003c/p>\n\u003cp>\u003cstrong>Have you had a memorable experience in a Bay Area cab? We want to hear your positive stories as well as your horror tales, and also your tips for ensuring a smooth cab ride. \u003c/strong>\u003c/p>\n\u003cp>\u003c/p>\u003c/div>","attributes":{"named":{},"numeric":[]}},{"type":"component","content":"","name":"ad","attributes":{"named":{"label":"floatright"},"numeric":["floatright"]}},{"type":"contentString","content":"\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>\u003cstrong>Leave a comment at the bottom of this post or call 1-866-588-8883\u003c/strong>.\u003c/p>\n\n\u003c/div>\u003c/p>","attributes":{"named":{},"numeric":[]}}],"link":"/news/84748/how-to-get-a-cab-and-4-other-tips-from-san-francisco-cab-drivers","authors":["11430"],"programs":["news_6944"],"categories":["news_8","news_1397"],"tags":["news_3641","news_38","news_3640","news_2024"],"label":"news_6944"},"news_84455":{"type":"posts","id":"news_84455","meta":{"index":"posts_1591205157","site":"news","id":"84455","score":null,"sort":[1357149085000]},"guestAuthors":[],"slug":"cab-complaints-climb-in-san-francisco","title":"Cab Complaints Climb in San Francisco","publishDate":1357149085,"format":"aside","headTitle":"News Fix | KQED News","labelTerm":{"term":6944,"site":"news"},"content":"\u003cp>by Zusha Elinson, \u003ca href=\"http://www.baycitizen.org/transportation/story/cab-complaints-climb-san-francisco/\">The Bay Citizen\u003c/a>\u003c/p>\n\u003cp>\u003ca href=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/BayCitizenLogo.png\">\u003cimg class=\"alignleft size-full wp-image-84458\" title=\"BayCitizenLogo\" src=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/BayCitizenLogo.png\" alt=\"\" width=\"218\" height=\"74\">\u003c/a>\u003c/p>\n\u003cp>San Francisco taxi drivers routinely flout the law by refusing rides, declining to take credit cards, charging unauthorized fees, speeding, smoking, and talking and texting on cellphones while driving, according to a year’s worth of passenger complaints reviewed by The Bay Citizen.\u003c/p>\n\u003cp>Taxis infested with bed bugs, drivers falling asleep at the wheel, rude behavior and difficulty getting a cab also were among the complaints. One patron reported that a cab driver allegedly stole his credit card number and used it to make purchases in Brazil. And two friends were upset when a driver offered them a 10 percent discount if they made out in front of him.\u003c/p>\n\u003cfigure id=\"attachment_84456\" class=\"wp-caption alignright\" style=\"max-width: 250px\">\u003ca href=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/taxi-flickr.jpg\">\u003cimg class=\"size-full wp-image-84456\" title=\"taxi flickr\" src=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/taxi-flickr.jpg\" alt=\"\" width=\"250\" height=\"188\">\u003c/a>\u003cfigcaption class=\"wp-caption-text\">(b00nj Flickr)\u003c/figcaption>\u003c/figure>\n\u003cp>The gripes represent longstanding dissatisfaction with the San Francisco taxi industry. Disgruntled passengers registered \u003ca href=\"http://bayc.it/dKXh/\">1,733 complaints\u003c/a> with the city’s \u003ca href=\"http://www.sf311.org/index.aspx?page=122\">311 complaint line\u003c/a> from July 1, 2011, to June 30, 2012, a 13 percent increase from the previous fiscal year. The number was almost double the 900-complaint goal of the San Francisco Municipal Transportation Agency, which regulates taxis.\u003c/p>\n\u003cp>[ad fullwidth]\u003c/p>\n\u003cp>The city agency, which has been \u003ca href=\"http://www.baycitizen.org/transportation/story/taxi-owner-fights-city-probe-allegations/\">criticized for lax oversight\u003c/a> of the taxi industry, has four civilian investigators to police the 1,500 taxis on the street at any given time. Several cab company owners told The Bay Citizen that they had never heard the passenger complaints lodged against them.\u003c/p>\n\u003cp>Paul Rose, a spokesman for the Municipal Transportation Agency, said the taxi division has one person dedicated to investigating complaints made to 311.\u003c!--more-->\u003c/p>\n\u003cp>“We investigate every serious allegation and get both sides of the situation and take appropriate action,” he said. “It’s something that we take very seriously.”\u003c/p>\n\u003cp>Rose could not provide the number of complaints that were investigated or the number of drivers or companies that were disciplined. He said that on average, five to seven complaints are investigated every day, with half resulting in some sort of disciplinary action.\u003c/p>\n\u003cp>The paucity of taxis and poor service has led to the \u003ca href=\"http://www.baycitizen.org/transportation/story/mobile-apps-connect-passengers-rides/\">rise of new rideshare services\u003c/a> such as Uber and Lyft, whose apps allow patrons to hail drivers and pay conveniently on their smartphones, observers say. Regulators have cracked down on these high-tech outfits for sidestepping taxi regulations, including not carrying adequate insurance, but the services are popular with passengers.\u003c/p>\n\u003cp>“The reason those things are developing is because people are dissatisfied with the service they’re receiving,” said Jordanna Thigpen, former deputy director of San Francisco’s taxi commission and now a lawyer in private practice.\u003c/p>\n\u003cp>Over the years, advocates have called on San Francisco to enact a bill of rights to protect taxi passengers. In New York, for example, each cab posts a \u003ca href=\"http://www.nyc.gov/html/tlc/html/passenger/taxicab_rights.shtml\">list of riders’ rights\u003c/a>, such as a driver who does not use a cellphone while driving and the ability to pay by credit or debit card. Rose said the agency is drafting a bill of rights for San Francisco passengers and drivers that would be displayed on back-seat monitors but gave no time frame for its completion.\u003c/p>\n\u003cp>Several drivers and company owners said the complaints represent a small share of taxi rides in San Francisco. They blame the transportation agency for creating a climate in which rule breakers don’t get caught and say the city should develop a systemwide dispatch system or mobile app so passengers can easily get a cab.\u003c/p>\n\u003cp>Hansu Kim, owner of DeSoto Cab, said he would welcome a passenger bill of rights but defended the city’s taxis.\u003c/p>\n\u003cp>“Overall, the taxi industry as a whole gives pretty good service,” he said.\u003c/p>\n\u003cp>The complaints filed with 311 were spread across most of the city's cab companies.\u003c/p>\n\u003cp>In February, a National Cab driver placed an anonymous call to 311 to report that some of the company’s cabs had bed bugs.\u003c/p>\n\u003cp>“Me and the other drivers are getting tons of bites,” he said. “The management has been informed, but they are doing nothing about the problem.”\u003c/p>\n\u003cp>Then he said: “I do not want to take bed bugs back to my home and family.”\u003c/p>\n\u003cp>Nader Shatara, a senior environmental health inspector for the city’s Department of Public Health, told The Bay Citizen that the city sent an inspector who found “one dead bed bug” and no “active infestation.” Shatara said National already had taken care of the pests with an over-the-counter product, but the inspector recommended professional pest control. Shatara said complaints about bed bugs in vehicles are rare.\u003c/p>\n\u003cp>National Cab President Dan Hinds said in an interview that customers should “absolutely not” worry about getting bed bugs. He said the cab was stripped down, fumigated and had its seats replaced. The bugs were found only in the one cab, he said.\u003c/p>\n\u003cp>“This is something that could happen to any cab in the city,” he said.\u003c/p>\n\u003cp>Hinds denied that National Cab management didn’t act in a timely manner, but he conceded that it took several steps to finally rid the cab of the pests.\u003c/p>\n\u003cp>\u003cstrong>Cellphones and cigarettes\u003c/strong>\u003c/p>\n\u003cp>In California, it is illegal to use a mobile phone without a hands-free device while driving. In San Francisco, 35 people filed complaints about drivers who were texting or talking on cellphones while driving.\u003c/p>\n\u003cp>One passenger said that during an April 13 ride in a taxi from North Beach to downtown, the Yellow Cab driver was talking on a cellphone without an earpiece, checking emails and “not paying attention to the road straight ahead of him.”\u003c/p>\n\u003cp>An Arrow Checker Cab driver “was annoyed with traffic” and “started speeding” and then started playing a game on his phone, another patron said. “I ended up getting out of the cab and throwing up,” the caller said.\u003c/p>\n\u003cp>There is no smoking allowed in taxis, but 25 drivers were caught smoking cigarettes, while three cabs smelled of marijuana smoke, according to peeved passengers.\u003c/p>\n\u003cp>When a patron taking a Town Taxi from the airport to South San Francisco complained about a cab that was “cloudy with cigarette smoke,” the driver allegedly replied: “If you don’t like it, get out.”\u003c/p>\n\u003cp>Ten people complained that their driver dozed off at the wheel. A Yellow Cab driver “kept falling asleep behind the wheel,” ran a red light and “even fell asleep while I was waiting for his receipt,” wrote one rider who was taking an early morning trip from the airport to downtown San Francisco. “He SHOULD NOT BE ON THE ROAD!!!”\u003c/p>\n\u003cp>A DeSoto driver reportedly fell asleep at the wheel while driving downtown and jerked awake only when the patron yelled, “Are you OK? Are you OK?”\u003c/p>\n\u003cp>Kim, DeSoto Cab’s owner, said such an incident would be “completely unacceptable” and promised to look into it.\u003c/p>\n\u003cp>\u003cstrong>Rides refused\u003c/strong>\u003c/p>\n\u003cp>Under city law, taxi drivers can’t turn down a fare if passengers present themselves “in a clean, coherent, safe and orderly manner” and the driver isn’t at the end of a shift. But 361 patrons complained to 311 that they were refused a fare.\u003c/p>\n\u003cp>Fifteen people complained that cabs wouldn’t pick them up because they were African American. On Halloween evening in 2011, a black woman called to complain that a Yellow Cab driver pointed to a white woman standing nearby and said, “I want her and not you.” After she complained, the driver used a racial slur, she said.\u003c/p>\n\u003cp>More than 130 people called 311 to say they couldn’t get a ride because of their destination, most often to the Richmond or Sunset districts, where cab drivers complain that they have a hard time getting a return fare.\u003c/p>\n\u003cp>A caller in the Marina district flagged down a DeSoto cab, but when he told the driver he was going to the Sunset, the driver simply said, “Good luck,” sped off and immediately picked up another fare.\u003c/p>\n\u003cp>Some drivers also are accused of not taking passengers if they deem the destination too close, leaving tourists and the elderly on the curb. One pregnant woman who was dizzy after a BART ride said she couldn’t get a Yellow Cab driver to take her six blocks to Ellis Street. He told her she should walk instead, she said. A Yellow Cab representative did not return calls or emails seeking comment.\u003c/p>\n\u003cp>Tourists trying to get around town were baffled by drivers who passed them by in hopes of getting a more lucrative airport fare.\u003c/p>\n\u003cp>“Three cabs would not take my fare,” a tourist complained. “I have never been to a city where a cab for hire refused me.”\u003c/p>\n\u003cp>\u003cstrong>Credit card problems\u003c/strong>\u003c/p>\n\u003cp>About 200 people complained that taxis \u003ca href=\"http://www.baycitizen.org/transportation/story/taxis-credit-card-machine-broken-likely/\">refused to take credit cards\u003c/a>, either forcing them to use cash or booting them from the cab. The complaints came as drivers chafed under a rule that allowed taxi companies to charge them a 5 percent credit card fee, later reduced to 3.5 percent.\u003c/p>\n\u003cp>A patron who was headed from Nob Hill to Van Ness Avenue said a Bay Cab driver wouldn’t accept a credit card. When he protested, he said the driver told him, “Get out,” and then “tried to remove me physically.”\u003c/p>\n\u003cp>A Big Dog City cab driver \"cursed Mexicans\" and stopped after two blocks to kick out a passenger who planned to pay by credit card. “He was very rude and offensive,” the passenger complained. “I don’t even look Mexican.”\u003c/p>\n\u003cp>A representative of Big Dog City declined to comment.\u003c/p>\n\u003cp>About 40 people complained about drivers charging illegal fees, including a charge for using a credit card, a fee for bringing a baby and inflated airport fees. In all, 206 people complained about being overcharged for cab fares.\u003c/p>\n\u003cp>One passenger said a driver took a credit card impression “the old-fashioned way.” The next day, the customer said he got a fraud alert about the card being used to make purchases in Brazil. His taxi receipt said it was for Moe’s Cab.\u003c/p>\n\u003cp>Moe Harb, the company’s owner, told The Bay Citizen that he had never heard the complaint and did not steal anyone’s credit card number.\u003c/p>\n\u003cp>A passenger of another company complained about an offensive discount: A Yellow Cab driver “wanted my friend and me to make out” in exchange for 10 percent off the fare. The driver then grabbed one rider’s face, according to the complaint. “I was terrified,” the woman said. “I asked him to please get us to our hotel.”\u003c/p>\n\u003cp>A Bay Cab driver was accused of using a woman’s credit card number for more amorous purposes. The driver had made sexual overtures and said she could “find happiness, etc., with him,” she said. The next morning, the driver called her at work, using the information from her credit card. When the woman complained to Bay Cab President Roger Cardenas, he laughed and accused her of being the driver’s wife, she said. Cardenas did not return calls seeking comment.\u003c/p>\n\u003cp>[ad floatright]\u003c/p>\n\u003cp>“I am upset by this whole thing and am now very concerned that this driver knows where I live and where I work,” the woman said. “This was not information that I gave him.”\u003cbr>\n\u003cem>\u003cbr>\nThis story was produced by The Bay Citizen, a project of the Center for Investigative Reporting. Learn more at www.baycitizen.org.\u003c/em>\u003c/p>\n\n","blocks":[],"excerpt":null,"status":"publish","parent":0,"modified":1357159601,"stats":{"hasAudio":false,"hasVideo":false,"hasChartOrMap":false,"iframeSrcs":[],"hasGoogleForm":false,"hasGallery":false,"hasHearkenModule":false,"hasPolis":false,"paragraphCount":53,"wordCount":1966},"headData":{"title":"Cab Complaints Climb in San Francisco | KQED","description":"by Zusha Elinson, The Bay Citizen San Francisco taxi drivers routinely flout the law by refusing rides, declining to take credit cards, charging unauthorized fees, speeding, smoking, and talking and texting on cellphones while driving, according to a year’s worth of passenger complaints reviewed by The Bay Citizen. Taxis infested with bed bugs, drivers falling","ogTitle":"","ogDescription":"","ogImgId":"","twTitle":"","twDescription":"","twImgId":"","schema":{"@context":"http://schema.org","@type":"NewsArticle","headline":"Cab Complaints Climb in San Francisco","datePublished":"2013-01-02T17:51:25.000Z","dateModified":"2013-01-02T20:46:41.000Z","image":"https://cdn.kqed.org/wp-content/uploads/2020/02/KQED-OG-Image@1x.png","isAccessibleForFree":"Y","publisher":{"@type":"NewsMediaOrganization","@id":"https://www.kqed.org/#organization","name":"KQED","url":"https://www.kqed.org","logo":"https://cdn.kqed.org/wp-content/uploads/2020/02/KQED-OG-Image@1x.png"}}},"disqusIdentifier":"84455 http://ww2.kqed.org/news/?p=84455","disqusUrl":"https://ww2.kqed.org/news/2013/01/02/cab-complaints-climb-in-san-francisco/","disqusTitle":"Cab Complaints Climb in San Francisco","path":"/news/84455/cab-complaints-climb-in-san-francisco","audioTrackLength":null,"parsedContent":[{"type":"contentString","content":"\u003cdiv class=\"post-body\">\u003cp>\u003cp>by Zusha Elinson, \u003ca href=\"http://www.baycitizen.org/transportation/story/cab-complaints-climb-san-francisco/\">The Bay Citizen\u003c/a>\u003c/p>\n\u003cp>\u003ca href=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/BayCitizenLogo.png\">\u003cimg class=\"alignleft size-full wp-image-84458\" title=\"BayCitizenLogo\" src=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/BayCitizenLogo.png\" alt=\"\" width=\"218\" height=\"74\">\u003c/a>\u003c/p>\n\u003cp>San Francisco taxi drivers routinely flout the law by refusing rides, declining to take credit cards, charging unauthorized fees, speeding, smoking, and talking and texting on cellphones while driving, according to a year’s worth of passenger complaints reviewed by The Bay Citizen.\u003c/p>\n\u003cp>Taxis infested with bed bugs, drivers falling asleep at the wheel, rude behavior and difficulty getting a cab also were among the complaints. One patron reported that a cab driver allegedly stole his credit card number and used it to make purchases in Brazil. And two friends were upset when a driver offered them a 10 percent discount if they made out in front of him.\u003c/p>\n\u003cfigure id=\"attachment_84456\" class=\"wp-caption alignright\" style=\"max-width: 250px\">\u003ca href=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/taxi-flickr.jpg\">\u003cimg class=\"size-full wp-image-84456\" title=\"taxi flickr\" src=\"http://ww2.kqed.org/news/wp-content/uploads/sites/10/2013/01/taxi-flickr.jpg\" alt=\"\" width=\"250\" height=\"188\">\u003c/a>\u003cfigcaption class=\"wp-caption-text\">(b00nj Flickr)\u003c/figcaption>\u003c/figure>\n\u003cp>The gripes represent longstanding dissatisfaction with the San Francisco taxi industry. Disgruntled passengers registered \u003ca href=\"http://bayc.it/dKXh/\">1,733 complaints\u003c/a> with the city’s \u003ca href=\"http://www.sf311.org/index.aspx?page=122\">311 complaint line\u003c/a> from July 1, 2011, to June 30, 2012, a 13 percent increase from the previous fiscal year. The number was almost double the 900-complaint goal of the San Francisco Municipal Transportation Agency, which regulates taxis.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>","attributes":{"named":{},"numeric":[]}},{"type":"component","content":"","name":"ad","attributes":{"named":{"label":"fullwidth"},"numeric":["fullwidth"]}},{"type":"contentString","content":"\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>The city agency, which has been \u003ca href=\"http://www.baycitizen.org/transportation/story/taxi-owner-fights-city-probe-allegations/\">criticized for lax oversight\u003c/a> of the taxi industry, has four civilian investigators to police the 1,500 taxis on the street at any given time. Several cab company owners told The Bay Citizen that they had never heard the passenger complaints lodged against them.\u003c/p>\n\u003cp>Paul Rose, a spokesman for the Municipal Transportation Agency, said the taxi division has one person dedicated to investigating complaints made to 311.\u003c!--more-->\u003c/p>\n\u003cp>“We investigate every serious allegation and get both sides of the situation and take appropriate action,” he said. “It’s something that we take very seriously.”\u003c/p>\n\u003cp>Rose could not provide the number of complaints that were investigated or the number of drivers or companies that were disciplined. He said that on average, five to seven complaints are investigated every day, with half resulting in some sort of disciplinary action.\u003c/p>\n\u003cp>The paucity of taxis and poor service has led to the \u003ca href=\"http://www.baycitizen.org/transportation/story/mobile-apps-connect-passengers-rides/\">rise of new rideshare services\u003c/a> such as Uber and Lyft, whose apps allow patrons to hail drivers and pay conveniently on their smartphones, observers say. Regulators have cracked down on these high-tech outfits for sidestepping taxi regulations, including not carrying adequate insurance, but the services are popular with passengers.\u003c/p>\n\u003cp>“The reason those things are developing is because people are dissatisfied with the service they’re receiving,” said Jordanna Thigpen, former deputy director of San Francisco’s taxi commission and now a lawyer in private practice.\u003c/p>\n\u003cp>Over the years, advocates have called on San Francisco to enact a bill of rights to protect taxi passengers. In New York, for example, each cab posts a \u003ca href=\"http://www.nyc.gov/html/tlc/html/passenger/taxicab_rights.shtml\">list of riders’ rights\u003c/a>, such as a driver who does not use a cellphone while driving and the ability to pay by credit or debit card. Rose said the agency is drafting a bill of rights for San Francisco passengers and drivers that would be displayed on back-seat monitors but gave no time frame for its completion.\u003c/p>\n\u003cp>Several drivers and company owners said the complaints represent a small share of taxi rides in San Francisco. They blame the transportation agency for creating a climate in which rule breakers don’t get caught and say the city should develop a systemwide dispatch system or mobile app so passengers can easily get a cab.\u003c/p>\n\u003cp>Hansu Kim, owner of DeSoto Cab, said he would welcome a passenger bill of rights but defended the city’s taxis.\u003c/p>\n\u003cp>“Overall, the taxi industry as a whole gives pretty good service,” he said.\u003c/p>\n\u003cp>The complaints filed with 311 were spread across most of the city's cab companies.\u003c/p>\n\u003cp>In February, a National Cab driver placed an anonymous call to 311 to report that some of the company’s cabs had bed bugs.\u003c/p>\n\u003cp>“Me and the other drivers are getting tons of bites,” he said. “The management has been informed, but they are doing nothing about the problem.”\u003c/p>\n\u003cp>Then he said: “I do not want to take bed bugs back to my home and family.”\u003c/p>\n\u003cp>Nader Shatara, a senior environmental health inspector for the city’s Department of Public Health, told The Bay Citizen that the city sent an inspector who found “one dead bed bug” and no “active infestation.” Shatara said National already had taken care of the pests with an over-the-counter product, but the inspector recommended professional pest control. Shatara said complaints about bed bugs in vehicles are rare.\u003c/p>\n\u003cp>National Cab President Dan Hinds said in an interview that customers should “absolutely not” worry about getting bed bugs. He said the cab was stripped down, fumigated and had its seats replaced. The bugs were found only in the one cab, he said.\u003c/p>\n\u003cp>“This is something that could happen to any cab in the city,” he said.\u003c/p>\n\u003cp>Hinds denied that National Cab management didn’t act in a timely manner, but he conceded that it took several steps to finally rid the cab of the pests.\u003c/p>\n\u003cp>\u003cstrong>Cellphones and cigarettes\u003c/strong>\u003c/p>\n\u003cp>In California, it is illegal to use a mobile phone without a hands-free device while driving. In San Francisco, 35 people filed complaints about drivers who were texting or talking on cellphones while driving.\u003c/p>\n\u003cp>One passenger said that during an April 13 ride in a taxi from North Beach to downtown, the Yellow Cab driver was talking on a cellphone without an earpiece, checking emails and “not paying attention to the road straight ahead of him.”\u003c/p>\n\u003cp>An Arrow Checker Cab driver “was annoyed with traffic” and “started speeding” and then started playing a game on his phone, another patron said. “I ended up getting out of the cab and throwing up,” the caller said.\u003c/p>\n\u003cp>There is no smoking allowed in taxis, but 25 drivers were caught smoking cigarettes, while three cabs smelled of marijuana smoke, according to peeved passengers.\u003c/p>\n\u003cp>When a patron taking a Town Taxi from the airport to South San Francisco complained about a cab that was “cloudy with cigarette smoke,” the driver allegedly replied: “If you don’t like it, get out.”\u003c/p>\n\u003cp>Ten people complained that their driver dozed off at the wheel. A Yellow Cab driver “kept falling asleep behind the wheel,” ran a red light and “even fell asleep while I was waiting for his receipt,” wrote one rider who was taking an early morning trip from the airport to downtown San Francisco. “He SHOULD NOT BE ON THE ROAD!!!”\u003c/p>\n\u003cp>A DeSoto driver reportedly fell asleep at the wheel while driving downtown and jerked awake only when the patron yelled, “Are you OK? Are you OK?”\u003c/p>\n\u003cp>Kim, DeSoto Cab’s owner, said such an incident would be “completely unacceptable” and promised to look into it.\u003c/p>\n\u003cp>\u003cstrong>Rides refused\u003c/strong>\u003c/p>\n\u003cp>Under city law, taxi drivers can’t turn down a fare if passengers present themselves “in a clean, coherent, safe and orderly manner” and the driver isn’t at the end of a shift. But 361 patrons complained to 311 that they were refused a fare.\u003c/p>\n\u003cp>Fifteen people complained that cabs wouldn’t pick them up because they were African American. On Halloween evening in 2011, a black woman called to complain that a Yellow Cab driver pointed to a white woman standing nearby and said, “I want her and not you.” After she complained, the driver used a racial slur, she said.\u003c/p>\n\u003cp>More than 130 people called 311 to say they couldn’t get a ride because of their destination, most often to the Richmond or Sunset districts, where cab drivers complain that they have a hard time getting a return fare.\u003c/p>\n\u003cp>A caller in the Marina district flagged down a DeSoto cab, but when he told the driver he was going to the Sunset, the driver simply said, “Good luck,” sped off and immediately picked up another fare.\u003c/p>\n\u003cp>Some drivers also are accused of not taking passengers if they deem the destination too close, leaving tourists and the elderly on the curb. One pregnant woman who was dizzy after a BART ride said she couldn’t get a Yellow Cab driver to take her six blocks to Ellis Street. He told her she should walk instead, she said. A Yellow Cab representative did not return calls or emails seeking comment.\u003c/p>\n\u003cp>Tourists trying to get around town were baffled by drivers who passed them by in hopes of getting a more lucrative airport fare.\u003c/p>\n\u003cp>“Three cabs would not take my fare,” a tourist complained. “I have never been to a city where a cab for hire refused me.”\u003c/p>\n\u003cp>\u003cstrong>Credit card problems\u003c/strong>\u003c/p>\n\u003cp>About 200 people complained that taxis \u003ca href=\"http://www.baycitizen.org/transportation/story/taxis-credit-card-machine-broken-likely/\">refused to take credit cards\u003c/a>, either forcing them to use cash or booting them from the cab. The complaints came as drivers chafed under a rule that allowed taxi companies to charge them a 5 percent credit card fee, later reduced to 3.5 percent.\u003c/p>\n\u003cp>A patron who was headed from Nob Hill to Van Ness Avenue said a Bay Cab driver wouldn’t accept a credit card. When he protested, he said the driver told him, “Get out,” and then “tried to remove me physically.”\u003c/p>\n\u003cp>A Big Dog City cab driver \"cursed Mexicans\" and stopped after two blocks to kick out a passenger who planned to pay by credit card. “He was very rude and offensive,” the passenger complained. “I don’t even look Mexican.”\u003c/p>\n\u003cp>A representative of Big Dog City declined to comment.\u003c/p>\n\u003cp>About 40 people complained about drivers charging illegal fees, including a charge for using a credit card, a fee for bringing a baby and inflated airport fees. In all, 206 people complained about being overcharged for cab fares.\u003c/p>\n\u003cp>One passenger said a driver took a credit card impression “the old-fashioned way.” The next day, the customer said he got a fraud alert about the card being used to make purchases in Brazil. His taxi receipt said it was for Moe’s Cab.\u003c/p>\n\u003cp>Moe Harb, the company’s owner, told The Bay Citizen that he had never heard the complaint and did not steal anyone’s credit card number.\u003c/p>\n\u003cp>A passenger of another company complained about an offensive discount: A Yellow Cab driver “wanted my friend and me to make out” in exchange for 10 percent off the fare. The driver then grabbed one rider’s face, according to the complaint. “I was terrified,” the woman said. “I asked him to please get us to our hotel.”\u003c/p>\n\u003cp>A Bay Cab driver was accused of using a woman’s credit card number for more amorous purposes. The driver had made sexual overtures and said she could “find happiness, etc., with him,” she said. The next morning, the driver called her at work, using the information from her credit card. When the woman complained to Bay Cab President Roger Cardenas, he laughed and accused her of being the driver’s wife, she said. Cardenas did not return calls seeking comment.\u003c/p>\n\u003cp>\u003c/p>\u003c/div>","attributes":{"named":{},"numeric":[]}},{"type":"component","content":"","name":"ad","attributes":{"named":{"label":"floatright"},"numeric":["floatright"]}},{"type":"contentString","content":"\u003cdiv class=\"post-body\">\u003cp>\u003c/p>\n\u003cp>“I am upset by this whole thing and am now very concerned that this driver knows where I live and where I work,” the woman said. “This was not information that I gave him.”\u003cbr>\n\u003cem>\u003cbr>\nThis story was produced by The Bay Citizen, a project of the Center for Investigative Reporting. Learn more at www.baycitizen.org.\u003c/em>\u003c/p>\n\n\u003c/div>\u003c/p>","attributes":{"named":{},"numeric":[]}}],"link":"/news/84455/cab-complaints-climb-in-san-francisco","authors":["237"],"programs":["news_6944"],"categories":["news_8","news_1397"],"tags":["news_3641","news_38","news_3640","news_2024"],"label":"news_6944"}},"programsReducer":{"possible":{"id":"possible","title":"Possible","info":"Possible is hosted by entrepreneur Reid Hoffman and writer Aria Finger. Together in Possible, Hoffman and Finger lead enlightening discussions about building a brighter collective future. The show features interviews with visionary guests like Trevor Noah, Sam Altman and Janette Sadik-Khan. Possible paints an optimistic portrait of the world we can create through science, policy, business, art and our shared humanity. It asks: What if everything goes right for once? How can we get there? 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You ask the questions. You decide what Bay Curious investigates. 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Hosted by journalists of color, the show tackles the subject of race head-on, exploring how it impacts every part of society — from politics and pop culture to history, sports and more.\u003cbr />\u003cbr />\u003cem>Life Kit\u003c/em>, which will be in the second part of the hour, guides you through spaces and feelings no one prepares you for — from finances to mental health, from workplace microaggressions to imposter syndrome, from relationships to parenting. The show features experts with real world experience and shares their knowledge. Because everyone needs a little help being human.\u003cbr />\u003cbr />\u003ca href=\"https://www.npr.org/podcasts/510312/codeswitch\">\u003cem>Code Switch\u003c/em> offical site and podcast\u003c/a>\u003cbr />\u003ca href=\"https://www.npr.org/lifekit\">\u003cem>Life Kit\u003c/em> offical site and podcast\u003c/a>\u003cbr />","airtime":"SUN 9pm-10pm","imageSrc":"https://cdn.kqed.org/wp-content/uploads/2024/04/Code-Switch-Life-Kit-Podcast-Tile-360x360-1.jpg","meta":{"site":"radio","source":"npr"},"link":"/radio/program/code-switch-life-kit","subscribe":{"apple":"https://podcasts.apple.com/podcast/1112190608?mt=2&at=11l79Y&ct=nprdirectory","google":"https://podcasts.google.com/feed/aHR0cHM6Ly93d3cubnByLm9yZy9yc3MvcG9kY2FzdC5waHA_aWQ9NTEwMzEy","spotify":"https://open.spotify.com/show/3bExJ9JQpkwNhoHvaIIuyV","rss":"https://feeds.npr.org/510312/podcast.xml"}},"commonwealth-club":{"id":"commonwealth-club","title":"Commonwealth Club of California Podcast","info":"The Commonwealth Club of California is the nation's oldest and largest public affairs forum. As a non-partisan forum, The Club brings to the public airwaves diverse viewpoints on important topics. The Club's weekly radio broadcast - the oldest in the U.S., dating back to 1924 - is carried across the nation on public radio stations and is now podcasting. Our website archive features audio of our recent programs, as well as selected speeches from our long and distinguished history. This podcast feed is usually updated twice a week and is always un-edited.","airtime":"THU 10pm, FRI 1am","imageSrc":"https://cdn.kqed.org/wp-content/uploads/2024/04/Commonwealth-Club-Podcast-Tile-360x360-1.jpg","officialWebsiteLink":"https://www.commonwealthclub.org/podcasts","meta":{"site":"news","source":"Commonwealth Club of California"},"link":"/radio/program/commonwealth-club","subscribe":{"apple":"https://itunes.apple.com/us/podcast/commonwealth-club-of-california-podcast/id976334034?mt=2","google":"https://podcasts.google.com/feed/aHR0cDovL3d3dy5jb21tb253ZWFsdGhjbHViLm9yZy9hdWRpby9wb2RjYXN0L3dlZWtseS54bWw","tuneIn":"https://tunein.com/radio/Commonwealth-Club-of-California-p1060/"}},"considerthis":{"id":"considerthis","title":"Consider This","tagline":"Make sense of the day","info":"Make sense of the day. Every weekday afternoon, Consider This helps you consider the major stories of the day in less than 15 minutes, featuring the reporting and storytelling resources of NPR. Plus, KQED’s Bianca Taylor brings you the local KQED news you need to know.","imageSrc":"https://cdn.kqed.org/wp-content/uploads/2024/04/Consider-This-Podcast-Tile-703x703-1.jpg","imageAlt":"Consider This from NPR and KQED","officialWebsiteLink":"/podcasts/considerthis","meta":{"site":"news","source":"kqed","order":"7"},"link":"/podcasts/considerthis","subscribe":{"apple":"https://podcasts.apple.com/podcast/id1503226625?mt=2&at=11l79Y&ct=nprdirectory","npr":"https://rpb3r.app.goo.gl/coronavirusdaily","google":"https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5ucHIub3JnLzUxMDM1NS9wb2RjYXN0LnhtbA","spotify":"https://open.spotify.com/show/3Z6JdCS2d0eFEpXHKI6WqH"}},"forum":{"id":"forum","title":"Forum","tagline":"The conversation starts here","info":"KQED’s live call-in program discussing local, state, national and international issues, as well as in-depth interviews.","airtime":"MON-FRI 9am-11am, 10pm-11pm","imageSrc":"https://cdn.kqed.org/wp-content/uploads/2024/04/Forum-Podcast-Tile-703x703-1.jpg","imageAlt":"KQED Forum with Mina Kim and Alexis Madrigal","officialWebsiteLink":"/forum","meta":{"site":"news","source":"kqed","order":"8"},"link":"/forum","subscribe":{"apple":"https://podcasts.apple.com/us/podcast/kqeds-forum/id73329719","google":"https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5tZWdhcGhvbmUuZm0vS1FJTkM5NTU3MzgxNjMz","npr":"https://www.npr.org/podcasts/432307980/forum","stitcher":"https://www.stitcher.com/podcast/kqedfm-kqeds-forum-podcast","rss":"https://feeds.megaphone.fm/KQINC9557381633"}},"freakonomics-radio":{"id":"freakonomics-radio","title":"Freakonomics Radio","info":"Freakonomics Radio is a one-hour award-winning podcast and public-radio project hosted by Stephen Dubner, with co-author Steve Levitt as a regular guest. 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One of public radio's most popular programs, Fresh Air features intimate conversations with today's biggest luminaries.","airtime":"MON-FRI 7pm-8pm","imageSrc":"https://cdn.kqed.org/wp-content/uploads/2024/04/Fresh-Air-Podcast-Tile-360x360-1.jpg","officialWebsiteLink":"https://www.npr.org/programs/fresh-air/","meta":{"site":"radio","source":"npr"},"link":"/radio/program/fresh-air","subscribe":{"npr":"https://rpb3r.app.goo.gl/4s8b","apple":"https://itunes.apple.com/WebObjects/MZStore.woa/wa/viewPodcast?s=143441&mt=2&id=214089682&at=11l79Y&ct=nprdirectory","tuneIn":"https://tunein.com/radio/Fresh-Air-p17/","rss":"https://feeds.npr.org/381444908/podcast.xml"}},"here-and-now":{"id":"here-and-now","title":"Here & Now","info":"A live production of NPR and WBUR Boston, in collaboration with stations across the country, Here & Now reflects the fluid world of news as it's happening in the middle of the day, with timely, in-depth news, interviews and conversation. 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Hosts Ki Sung and Katrina Schwartz introduce listeners to educators, researchers, parents and students who are developing effective ways to improve how kids learn. We cover topics like how fed-up administrators are developing surprising tactics to deal with classroom disruptions; how listening to podcasts are helping kids develop reading skills; the consequences of overparenting; and why interdisciplinary learning can engage students on all ends of the traditional achievement spectrum. This podcast is part of the MindShift education site, a division of KQED News. KQED is an NPR/PBS member station based in San Francisco. You can also visit the MindShift website for episodes and supplemental blog posts or tweet us \u003ca href=\"https://twitter.com/MindShiftKQED\">@MindShiftKQED\u003c/a> or visit us at \u003ca href=\"/mindshift\">MindShift.KQED.org\u003c/a>","imageSrc":"https://cdn.kqed.org/wp-content/uploads/2024/04/Mindshift-Podcast-Tile-703x703-1.jpg","imageAlt":"KQED MindShift: How We Will Learn","officialWebsiteLink":"/mindshift/","meta":{"site":"news","source":"kqed","order":"2"},"link":"/podcasts/mindshift","subscribe":{"apple":"https://podcasts.apple.com/us/podcast/mindshift-podcast/id1078765985","google":"https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5tZWdhcGhvbmUuZm0vS1FJTkM1NzY0NjAwNDI5","npr":"https://www.npr.org/podcasts/464615685/mind-shift-podcast","stitcher":"https://www.stitcher.com/podcast/kqed/stories-teachers-share","spotify":"https://open.spotify.com/show/0MxSpNYZKNprFLCl7eEtyx"}},"morning-edition":{"id":"morning-edition","title":"Morning Edition","info":"\u003cem>Morning Edition\u003c/em> takes listeners around the country and the world with multi-faceted stories and commentaries every weekday. Hosts Steve Inskeep, David Greene and Rachel Martin bring you the latest breaking news and features to prepare you for the day.","airtime":"MON-FRI 3am-9am","imageSrc":"https://cdn.kqed.org/wp-content/uploads/2024/04/Morning-Edition-Podcast-Tile-360x360-1.jpg","officialWebsiteLink":"https://www.npr.org/programs/morning-edition/","meta":{"site":"news","source":"npr"},"link":"/radio/program/morning-edition"},"onourwatch":{"id":"onourwatch","title":"On Our Watch","tagline":"Police secrets, unsealed","info":"For decades, the process for how police police themselves has been inconsistent – if not opaque. In some states, like California, these proceedings were completely hidden. After a new police transparency law unsealed scores of internal affairs files, our reporters set out to examine these cases and the shadow world of police discipline. 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