FREQUENTLY ASKED QUESTIONS
Please browse through our Q&A section, if you cannot find an answer to you query, feel free to email our support team, and we will be happy to answer your questions asap:
Taxiapp differs from all the other taxi hailing apps in that it is London's only 'work focused' app that is wholly owned and run by the drivers themselves.
Taxiapp hopes to join the fight by integrating the trades very own app into the working practices of taxi drivers. To reiterate, there is no outside investment, just a solid workforce who, like yourselves, have a thorough understanding in how this great metropolis of ours ticks
Taxiapp was born out of the need for an app that wasn't beholden to big corporate investors or its shareholders. It is a real travesty of justice that our great industry was allowed to be hijacked by money men who have little regard for local industry and a disconnect from the unique qualities that makes taxis in London renowned the world over.
The foreboding all of us could literally be sold to the highest bidder was what galvanised a team of us to build an app solely for the trade. Although apps exist that utilise the service of taxis, little,if anything is being done to promote the uniqueness of the black cab experience. In fact, we are being used by the corporates who’s only interest is to soak up our work and sell it back to us after creaming the milk off the top.
Taxiapp's aim, with your help, is to win ALL that work back. We are an alchemy of butters and veterans, mushers and renters, men and women with one thing in common, we are all knowledge trained TAXI DRIVERS. Whether it be a young lad on his first job (given for free of course) or a grizzled veteran of the game, if you want to get anywhere in London, or know anything about London, then the London cabbie is the one to call on. Remember, we are the only official taxi service in London.
It is time for the taxi trade to be- once again- truly autonomous. We owe it to ourselves and our passengers to put the trade firmly back in the hands of the workforce. It is our duty to ourselves to ensure London’s Taxi Trade WILL NOT be sold off to the highest bidder, and we owe to all of our passengers simply because they deserve it. Download Taxiapp and we will keep you in touch with all new developments from now until the moment it is launched (on course for mid December) AsTaxiapp evolves, you will hear about it.
Remember, Taxiapp is not for profit, so it can only work with the backing of its drivers and passengers. Please, spread the word, we see it as our duty to the travelling public to provide them with the safest and most reliable transport option in London. As far as technology goes, no one knows what will descend on us next, but at least we’ll be ready. What is achieved nowcould play a crucial role in cementing our place in the market as well as laying the foundations for future generations of the best taxi service in the world.
We now have something we have never had before, our own App that is trade owned and cannot be sold. We now have the chance to win back our work from the corporate Apps.
Our key Terms & Conditions are as follows:
- We do not charge for run ins.
- We do not have a minimum fare.
- We give up to 2 minutes of free waiting time on all jobs.
- All jobs are paid commission free
Membership to Taxiapp is £20.00 per month payable via GoCardless.
We take the conduct of our drivers very seriously and we always expect them to behave in a reasonable manner. At all times we expect our drivers to:
- Be courteous and professional to all our customers and members of the public.
- Act in a manner that is not likely to bring Taxiapp into disrepute.
- Do their best to arrive at the pickup location on time and communicate with our passengers
- Fulfil their commitments once they have accepted a Taxiapp job.
- Enter the correct fare into the app and charge our passengers appropriately.
If at any time we feel that any of our drivers are not adhering to the above rules of conduct, we will start disciplinary procedures against the driver in question which could ultimately lead to them being removed from Taxiapp.
All jobs completed through Taxiapp are commission free.
After trading for one year we have purchased our own ‘tailor made’ App. We hope to make this even better as funds allow.
We have recently become a cooperative and every driver holds a share. Taxiapp cannot be sold. We do not seek outside investment. Our aim is for the trade to be free from the corporate grip on our trade.
It is only with driver support, through membership, that this has been possible. All excess monies are spent on trade advertising.
Membership to Taxiapp is £20.00 per month by direct debit via GoCardless.
All drivers will need to set up a mandate prior to their driver App being activated. Please use the link below if you need to set up a GoCardless direct debit:
Yes, you can cancel at any time. Your last payment date will reflect the date your driver App will be suspended.
We have gained some very loyal customers who use us daily. We are working hard to get more customers. The more driver who support us the more we can achieve.
Android version 4.0+ / iOS version 10.0+
You will be required to call your passengers and send & receive data through the app. We recommend that you choose a phone plan that gives you a minimum of 200 minutes call time per month and at least 2GB of data per month.
You will need to download and install the app.
Open the App and ‘ALLOW’ us to send you Notifications and ‘Access your Location’ when prompted.
Enter your mobile number and tap ‘REQUEST CODE’. You will receive anSMS, enter the number and press ‘DONE’.
Registering is very quick and simple. You will need a photo of yourself, your bill and the IBAN number for your bank so that we can pay you. You may need to contact your bank for the IBAN number. Once you have completed your details we will need to verify your documents and then your App will be activated.
If you are experiencing problems please email email@example.com and a member of the team will call to help you.
The first thing to do is check you have entered your details correctly (license details, email address and phone number. If you are still having trouble, send us an email with details of the problem to firstname.lastname@example.org we will get back to you as soon as possible.
Once you have signed up we will verify your documents. You will receive a text from us when your App is active. This will take less than 24 hours.
Please allow 24 hours for the verification process. If you still haven’t received a text send us an email to email@example.com and we’ll get back to you as soon as possible.
Log into your driver App with your mobile and press 'START SHIFT'.
If you would like to go unavailable tap 'FREE' or 'END SHIFT' and you will revert to ‘BUSY’ or 'END SHIFT'.
Please email us at firstname.lastname@example.org and we will send you the link.
Please try the following:
- First ensure you 'START SHIFT'.
- Check your internet connection try accessing a website on your phone.
- Check your location, try going to GoogleMaps or AppleMaps to see if your location matches your current position.
The most common reason why you may not be getting offers for a long period of time is due to a low demand at that given time and location.
If you still think there is a problem please contact us through the App. Select ‘Get in Touch’ and send an ‘Email’ explaining the issues you are having.
If you are having trouble logging in to the App please try the following:
- Check you have entered the correct phone number.
- Check for updates of the App in the App/Play store.
- Uninstall current app and reinstall if there is no update available.
If you are still having trouble, send us an email to email@example.com and we will get back to you as soon as possible.
Once you have been verified open the App and 'START SHIFT'.
Make sure you are 'FREE'. The 'Free' button will be blue.
Job offers arrive with a sound notification.
If you have the App open on your phone the job offer will appear on your home screen.
If you have the App running in the background you will receive a job notification message.
Tap this message and your App will open and you will be able to view the job offer.
You will have the option to 'ACCEPT' or 'REJECT'.
After 20 seconds, if no action is taken the job will disappear.
If you accept the job you will see the customer's pickup address and location on the screen. Make your way to the customer. The customer can see where you are on their app as you approach them.
The job details will either say 'App' or 'Cash'. App means the customer is paying through the App. Cash means they are going to pay you direct by cash or via your own credit card machine in your taxi.
If you are going to be delayed please let the customer know. You can send an SMS from your journey details.
Once at the pickup tap 'ARRIVED'. The customer will know where you are waiting. If you have tapped arrived too early or in a different location, or you are just unsure where the customer is, call the customer.
When the customer arrives, ensure you verify the name of the customer. You can see the name in the app. When confirmed, tap "START JOURNEY" and head to the customer’s destination.
We would suggest not letting the customer vacate the taxi until you have confirmation that the payment has been successful.
At the destination tap 'COMPLETE' and enter the fare and tap 'CHARGE'. Before tapping 'Charge' please check that you have entered the fare correctly.
If the customer is paying via ‘App’ you will receive a message stating the payment has been successful. If you receive a message stating the payment has been declined please seek an alternative payment from the passenger.
If you have any problems please let us know by contacting us through the App. Select 'Get in Touch' and send an 'Email'.
Passengers are given up to 2 minutes free waiting time.
You should only start your meter when your passenger boards the cab or the passenger has asked you to wait longer than the free 2 minutes waiting time.
Please call or text the customer and let them know if you are going to start the meter before they board the taxi. You can contact via SMS or phone from the customer from the journey details.
If you’re asked to wait longer at the pickup please make sure the passenger is aware that the meter will be engaged after 2 minutes free waiting time.
The job details show how the customer is paying for the journey. ‘App’ means through the App and ‘Cash’ means the customer will pay you with cash or via your own credit card machine in your taxi. On cash jobs, please enter the total amount paid.
If your customer is paying via 'App' please make sure the payment has been successful before letting the customer exit your taxi.
There are two ways you can take payment for a Taxiapp job - App or Cash
When you get to the destination tap 'COMPLETE' enter the fare and tap 'CHARGE' then collect the fare from the passenger via cash or your credit card machine in your taxi
When you get to the destination tap 'COMPLETE', enter the meter fare and tap 'CHARGE'. You will receive a message that the Payment (via the App) has been successful. Please check this as the passenger’s card may be declined. You will be informed of this and you will need to seek an alternative payment from the customer.
Entering the correct fare is very importantso please double check the amount before you select 'CHARGE'’. If you think you have entered the wrong fare, let us know as soon as you can through the App by selecting 'Get in Touch' then 'Email', please include the job details. We will get in contact with the passenger to make the necessary amendments.
If the passenger has paid you direct and you have realised they have also been charged via the App please let us know by tapping 'Get in Touch' then 'Email' to send us a message,please include the job details.We will refund/void the payment through the App and let the passenger know.
If at the end of a journey you are unable to take payment e.g. the app may have frozen, close the app from background and reopen.
If you are not sure whether the transaction was successful, you can check your email for the job receipt and/or check your job history. If you are unsure you can use the 'Get in Touch' and 'Email' option from the app to contact us.
Alternatively, you can email us at firstname.lastname@example.org
If the passenger decides to add the destination when ordering, you will see this on the job details. Otherwise the passenger will tell you on boarding.
Before a passenger gets in your taxi, you must verbally confirm their name matches the name on the job to ensure you have the right passenger. This will also avoid non-payment and a passenger complaint. You can also double check by telling the passenger your name and making sure it’s the one they have on their app too.
If you are having trouble getting to the right pickup point, give the passenger a call. You can do this by tapping the phone icon on the job details.
If you think the passenger is drunk and disorderly and you don’t want them in your cab, don’t get involved in any arguments, cancel the job and let us know what happened.
Tap 'Get in Touch' then 'Email' to send us a message.
The first thing to do is let the passenger know as soon as possible. You can call them by tapping the phone icon on the job details. Tell them that you need to cancel. Next cancel the job.
When you get to the pick-up location tap 'ARRIVED'. The App will automatically send the passenger a message that you have arrived. It might be a good idea to give them a call too, so you are not kept waiting unnecessarily. If the pickup is at an unsafe location (e.g. a large intersection, etc) park somewhere more suitable close by and call the passenger.
Telling us you have a passenger on board lets us know you are currently on a job and cannot accept a Taxiapp booking. It helps us provide a better service to our customers.
If your think lost property belongs to a Taxiappcustomer please use the 'Get in Touch' then 'Email' to let us know so that we may contact the passenger concerned.
Simply tap 'FREE' when you have any passenger onboard, this will make you 'BUSY' and you will not be sent any jobs from Taxiapp.
But remember to switch it back to 'Free', when you’re ready to accept jobs again.
If the traffic near you is too heavy to get to the pickup location quickly, just tap 'REJECT' when you get a job offer and we'll send it to the next nearest driver. And remember to go 'BUSY' if you are unavailable as this helps us provide a better service to our customers.
There are 3 ways you can reach us...
- Use 'Get in Touch' then 'Email' from the App.
- Direct Message on Twitter @taxiapp_london
- Send an email to email@example.com
The wallet shows you the fare amount for each In-App ride completed on the App.
The monies in your wallet are paid without any processing fees and are commission free.
Cash jobs through the App are not included in your wallet.
INTRODUCTION TO PRE-BOOK
Pre-book allows a customer to book in advance.
Pre-booked jobs will be offered to all drivers as they become available. If these are not covered they will be added to ‘Scheduled Jobs’ for drivers to browse and accept.
Scheduled jobs are pre-booked jobs that have not been allocated to a driver. Please feel free to view the ‘Scheduled Jobs’ and accept any job that you are confident you will be able to cover. Tap the job details and press 'ACCEPT'.
Pre-booked jobs that you have accepted will remain on your home screen until they have been completed.
To view to the job details go to 'MY JOURNEYS' and select 'PRE BOOKED'.
To view to the job details go to 'MY JOURNEYS' and select 'PRE BOOKED'. You will be able to contact the customer via SMS or phone from here.
Please think before accepting a pre-booked job. Only accept if you are going to be able to complete the job.
To view to the job details go to 'MY JOURNEYS' and select 'PRE BOOKED'. You will be able to cancel the job from here.
If you are cancelling with less than 10 minutes until the pre-booked job we ask that you contact the customer and apologise, giving the reasons why you have had to cancel. They will need to re-book to find an alternative taxi.
We understand this can happen.
In the unlikely event this happens within 15 minutes of pickup, ensure you cancel the job ASAP. The job will be re-allocated to an alternative driver. If the job is cancelled less than 10 minutes before the booked time the customer will be advised that the driver has cancelled and the job will not be re-allocated. We closely monitor all our jobs to avoid abuse of the system.
With pre-bookings, we ask you to send feedback via the app about the cancellation. Tap 'Get in Touch' and then 'Email' to send feedback.
Pre-booked jobs cancelled 45 minutes before the pickup are reallocated. These will be offered to all drivers as a pre-book.
Pre-booked jobs cancelled with less than 45 minutes but more than 10 minutes prior to the pick-up time will be reallocated to another driver. These rides will be offered as a ‘NOW’ job.
Pre-booked jobs cancelled less than 10 minutes before the pick-up time will NOT be reallocated due to their being no time available to find an alternative driver. The customer will receive a message saying their booking has been cancelled.
You will receive a reminder message from Taxiapp 50 minutes before the pick up time of any pre-booked jobs you have accepted.
Taxiapp will be more than happy to accommodate an advanced booking just go to the Booking section in our App if you have an iPhone or Android phone and pre-book your taxi. All bookings are set to default ASAP. If you would like to make an advance booking, enter your location then tap the “calendar" icon on bottom right of screen to set an alternative date & time.
We don't have a lost property department so if a driver finds anything in the taxi he is instructed to hand it in to a police station or the Lost Property Office (Transport for London) at: 200 Baker St, London NW1 5RZ. Phone: 0343 222 1234 Or call the driver who picked you up and ask him about the lost property.
Taxiapp drivers and all London taxis accept cash as well as having card facilities to accept all major credit cards.
The cost of your journey will depend on the distance and time of day the journey takes place. All our fares are regulated by the Transport for London.
There is a minimum fare of £2.60 at all times.
Times when the tariff currently applies.
Tariff 1 (Monday to Friday, 05:00 - 20:00):
Minimum fare of £2.60 and per mile fare of £1.99
Tariff 2 (Monday to Friday, 20:00 - 22:00, Saturday and Sunday, 05:00 - 22:00):
Minimum fare of £2.60 and per mile fare of £1.99
Tariff 3 (Every night, 22:00 - 05:00):
Minimum fare of £2.60 and per mile fare of £2.46
All our taxis have wheelchair access facilities.
The taxiapp will inform you when your driver has arrived and If you can provide us with a mobile number the driver will ring your mobile phone to let you know that your taxi has arrived.
Of course we will pick up your children, all London Taxi Drivers are CRB checked and full Disclosure UK check to ensure their safety, and can be trusted with children and grown ups.
We love keeping our customers informed about what is happening at Taxiapp whether it be about new technology, or what is going on. You can find out what we are talking about on
- Facebook: Taxiapp.uk
- Twitter: @TaxiappLdn
- Instagram: @taxiappuk.
No, you can download and use the app for free. There are no additional costs.
No, the booking continues even if you close the app. A push message is sent just before the taxi arrives. If you leave the app open, you can track the taxi's arrival live on the map.
Yes, but you should inform your driver anyway. Abusing the app can result in blocking of your account.
Yes, with Taxiapp, you can book up to 3 taxis at the same time. Just click the order button again after booking the first taxi.
Your booking confirmation for your Taxiapp not only includes the name and phone number of your taxi driver, but also the vehicle registration.
Yes, registering means that you can use all Taxiapp features, however, such as type of payment.
Taxiapp is currently available for iOS, and Android.