It's a bit of a circular argument to say it's no big deal because I don't use them. You asked how many 'anti-taxi' drivers still used them and I held my hand up as someone who didn't, partly because they're so awful.
When it comes to the 'knowledge' they simply don't have it. I end up telling them the district I live in and then navigating them turn by turn to my house. I don't know how they deal with folk who can't give them directions.
As for it being about the customer, I just want the journey and transaction to be smooth, with a minimum of fuss. If, having had to direct the driver and holler at him to stop, I proffer paper money instead of change, and apologise for it too, I don't expect the driver to start huffing and puffing, and wordlessly make a point of labouring to the boot to get his float. That's passive aggressive BS which I, as a polite paying customer don't deserve.