Act of Kindness: Boston Police Commissioner William Evans Recognizes Boston Cab Driver for Exemplary Customer Service and Quite Possibly Having a Heart Made Out of Gold

Act of Kindness: Boston Police Commissioner William Evans Recognizes Boston Cab Driver for Exemplary Customer Service and Quite Possibly Having a Heart Made Out of Gold 

In early December, the Boston Police Hackney Carriage Unit, the unit entrusted with policing the actions and behavior of cab drivers in the city of Boston, received the enclosed letter/email from a hotel concierge in Boston so impressed by the effort, level of service and care exhibited and provided by one cab driver in particular that she was moved and inspired to write a letter asking the Boston Police Department to commend and recognize the driver for his exemplary actions. Acting on the recommendations made in that letter, the driver in question was invited to Boston Police Headquarters where today, Friday, January 16, 2015, Commissioner Evans acknowledged and thanked him for his service. After reading the original letter (enclosed below), you’ll understand why the decision to honor and recognize Mario Paul, a driver for Metro Taxi, was such an easy one to make. The email reads as follows: 

“To Whom It May Concern - I have worked as a hotel concierge for the past 10 years in Boston at the Revere, Taj and Westin Hotels, and, of course, in my position, I see and work closely with taxi drivers all the time. In my career, however, I have NEVER been so blown away by the goodness of a taxi driver. Ever! Until this Sunday when I had the utmost pleasure of meeting handicap van taxi driver, Mario Paul, Metro Taxi Driver #1787. Honestly, Mario Paul was an angel sent to us. I honestly don’t have the words to even express his utmost kindness.

We had a guest staying at our property, suffering in the final stages of A.L.S., whose handicap van had broken down in route to the Revere Hotel. She and her sisters drove from New York and Philadelphia as she needed to go to Mass General Hospital for appointments and to A.L.S. in Cambridge. I had called Metro on Sunday for a van taxi. Metro Handicap Van Driver Mario Paul showed up to collect the fare. However, upon his arrival, the family wasn’t ready to leave the hotel. When we called to let the guests know that Mr. Paul was downstairs waiting, they cancelled the taxi. Mario Paul’s response: “No worries. These things happen.” I’m sorry, but in my experience, taxi drivers are usually not that pleasant when one cancels a job, however, Mr. Paul couldn’t have been nicer or more understanding.

A bit later, I called Metro a second time for the same guest and, again, Mr. Paul arrives to the hotel. And once again, the family cancels as they aren’t ready. Our guest is not only confined to a wheelchair but she has absolutely no muscle use in her body. She controls the wheelchair by blowing into an apparatus that moves the chair. She has no control of her head either so if her head falls forward, she can’t blow into her apparatus and move the wheelchair. I later learn that they had some issues with the bed crane ordered for her room and, as a result, getting downstairs became an issue and contributed to them running behind schedule. Once again, Mr. Paul arrives, and I have to cancel on him again. He has now been to the hotel twice to collect guests that have cancelled twice. He again says, “No worries, these things happen.” Who is that nice and kind?

A little later, I call Metro a third time for a taxi as the guests are now in the lobby and ready to go. Dan from Metro Taxi says he will dispatch a handicap van to the hotel again. With that, a handicap van taxi pulls up (not driven by Mr. Paul) and starts the process of lowering the van and pulling up the back seat as the guests are waiting in the driveway. Simultaneously, Mr. Paul arrives to the hotel for the third time. By this time, the other van taxi has already begun the process of preparing the car for transport. I said please stop, this is the gentleman I called, not that taxi. Upon hearing this, Mario Paul simply says: “Do not take the job away from that man. It’s okay.” This is the third time that Mr. Paul has arrived at our hotel and he’s so kind to insist that we please do not take the job away from someone who has already begun the tedious process of preparing the cab. Seriously? What an angel. And then, in the nicest and most genuine manner, he says to me please call back if you need me and drives off. 

Well, as it turns out the second taxi driver’s van is not properly equipped to transport the disabled family member and, therefore, I call Mr. Paul back again for help. Mind you, this is the fourth time he has arrived for a job that has yet to happen. Yet, on arrival, he is so kind and patient and couldn’t be more on board to help these guests. He lowers the ramp, starts moving the back seat. We try to get the guest in going forwards but we can’t because the wheelchair is too high. We get her out and try to get her in backwards. Long story short, 45 minutes to close to a solid hour later, we finally get her in the car. We have to manually push this wheelchair up the ramp which weighs over 500 lbs with the guest in it as well. It takes Mr. Paul, two valets, myself and the guest’s sister literally pushing the wheelchair up the ramp into the taxi using all our strength and might. Mario was so, so very patient and helpful. He actually needed to remove the backseat - which we graciously held here at the hotel - and he said he would come back and get it on his own time as the wheelchair would not fit in with the backseat in despite our best efforts to make it fit.

Once he dropped the guests off, Mario Paul waited for four hours on his own time, out of the goodness of his heart, to pick them up to make sure they could return safely to our hotel. I can wholeheartedly say that Mario Paul is an angel. He went OVER and ABOVE for these guests. This woman has hardly a few months left on this planet and he couldn’t have been nicer, more helpful or more patient with her and her family. In this day and age where people only write about the negative things that happen, I had to make sure that someone knew about the amazing hospitality that Mario Paul showed on Sunday. To Mario Paul – I say: “THANK YOU!!!”