BY STEPHANIE CARNES
Editor’s note: You can read how your peers have handled fake reviews in our Benchmark & Best Practices question of the month April 2025.
Online reviews are the digital equivalent of word-of-mouth marketing—except instead of whispering to a few friends, customers are broadcasting their thoughts to the entire internet. And in the ground transportation industry, where trust and reliability are everything, reviews can make a serious impact both good and not so good.
But let’s be honest; responding to reviews (especially negative ones) can feel like walking a tightrope. Say the wrong thing, and you risk escalating the situation. Ignore it, and potential customers might assume you don’t care.
This guide will walk you through how to reply to different types of negative reviews without getting defensive and how to keep your positive review responses from sounding like they were written by a robot.
Handling Negative Reviews Like a Pro
Not all negative reviews are created equal. Some are valid, others are wildly inaccurate, and the remainder are a mix of both. Here’s how to handle each type with professionalism—and maybe even turn things around.
1. The “We Screwed Up” Review
Example: “The chauffeur was 25 minutes late, and I missed my meeting. Unacceptable!”
Nobody wants to read this kind of review, but mistakes and emergencies happen. Maybe there was unexpected traffic, a scheduling mix-up, a breakdown, or a lack of communication/miscommunication. Why wasn’t it caught internally? Whatever the reason, the worst thing you can do is get defensive. The best thing? Own it, apologize, and explain what you’re doing to fix it.
BEST RESPONSE:
“Hi [Customer’s Name], you’re absolutely right to be upset. Punctuality is one of our core values, and we clearly dropped the ball here. We’ve already gone over this situation with our team and revised our procedures to ensure this doesn’t happen again. We’d love the chance to make this right—please reach out at [contact info] so we can offer a solution. Thank you for your honest feedback.”
Why This Works:
★ Acknowledges the mistake (without making excuses).
★ Apologizes sincerely.
★ Offers a solution.
2. The “That’s Not Even True” Review
Example: “They charged me twice for my ride and refused to refund me. Total scam!” (Except... there’s no record of them ever booking a ride with you.)
These reviews can be frustrating but resist the urge to go full Sherlock Holmes in the comments. Instead, stay professional, correct the misinformation, and invite them to reach out.
BEST RESPONSE:
“Hi [Reviewer’s Name], we take billing concerns very seriously, but we don’t have any record of this transaction. Could you contact us at [phone/email] so we can look into this for you? We’d love to clear this up!”
Why This Works:
★ Keeps your cool (no accusations, just facts).
★ Shows other customers you’re responsive.
★ Moves the conversation offline.
Pro Tip: If you suspect a fake or malicious review, report it to the platform (Google, Yelp, etc.). While not all get removed, it’s worth a shot!
3. The “Half-True, Half-Unfair” Review
Example: “The ride was comfortable, and the chauffeur was professional, but this company charges way too much. Not worth it.”
This type of review can sting, especially if the customer is comparing your premium service to a rideshare. Instead of getting defensive, use it as an opportunity to highlight why your service costs what it does and the value you deliver.
BEST RESPONSE:
“Hi [Customer’s Name], we’re so glad you enjoyed the ride and appreciated our chauffeur’s professionalism! We understand that pricing is an important factor, and we strive to offer a premium experience with safe and professionally trained chauffeurs, luxury vehicles, and full commercial insurance—things that many lower-cost alternatives don’t provide. We appreciate your feedback and hope to serve you again in the future!”
Why This Works:
★ Thanks them for the positive comments.
★ Explains the value of your service without sounding defensive.
★ Ends on a positive note.
Making the Most of Positive Reviews (Without Sounding Like a Bot)
It’s tempting to copy and paste the same “Thank you for your review!” response to every positive comment. But taking just a little extra time to personalize your response can make a huge difference in customer loyalty and can demonstrate your authenticity.
1. The Raving Fan Review
Example: “Absolutely incredible service! Our chauffeur was professional, the car was spotless, and they even had cold water and snacks waiting for us. I’ll never use another service again!”
BEST RESPONSE:
“Wow, [Customer’s Name], this made our day! Our chauffeurs take great pride in providing top-tier service, and we’re so happy to hear you had such a wonderful experience. We look forward to welcoming you again soon—next time, let us know your favorite beverage, and we’ll have it ready for you!”
Why This Works:
★ Matches the enthusiasm of the review.
★ Highlights a standout detail.
★ Adds a little extra touch to encourage a return trip.
2. The Short & Sweet Review
Example: “Great service, will use again.”
BEST RESPONSE:
“Thanks, [Customer’s Name]! We appreciate you choosing us and can’t wait to have you ride with us again soon!”
Why This Works:
★ Simple, but still warm and inviting.
★ Again, it’s a good idea to match the vibe of the original review—if you write a paragraph in response to five words, it can seem like overkill.
3. The Specific Compliment Review
Example: “Our chauffeur Mike was fantastic! He was friendly, professional, and knew exactly how to avoid traffic.”
BEST RESPONSE:
“Thank you so much, [Customer’s Name]! Mike will be thrilled to hear your kind words. He takes great pride in ensuring a smooth and stress-free ride, and we’re lucky to have him on our team. We appreciate your support and hope to see you again soon!”
Why This Works:
★ Calls out the chauffeur by name (a great way to make employees feel valued).
★ Lets readers know that you will pass on the praise so their message gets to the chauffeur.
★ Reinforces the professionalism of your team.
Final Takeaways
★ Negative review? Acknowledge, apologize (if needed), explain, and offer a solution.
★ Incorrect review? Stay professional, clarify, and move the conversation offline.
★ Positive review? Personalize it and show appreciation in a way that stands out.
At the end of the day, responding to reviews—good and bad—is about building trust. People don’t expect perfection, but they do expect a business that listens, responds, and continuously improves. And when you handle reviews the right way, even a bad one can turn into a great marketing opportunity.
Now, go check your reviews—there might be a five-star shoutout waiting for your response! [CD0425]
Stephanie Carnes is the Spotlight Director for The LMC Groups. She can be reached at stephanie@lmcspotlight.com.