Frequently Asked Questions
Find answers to common questions about booking, fares, safety, and our service
General Questions
We cover all of England, Scotland and Wales (mainland UK). We connect passengers with licensed local taxi and private hire operators throughout these regions.
You can book via our mobile app (iOS/Android) or website at https://book.travelby.taxi/. Simply enter your pickup location, destination, select your vehicle type if needed, and confirm your booking.
A £1.99 booking fee applies to every journey. This covers administrative costs and platform maintenance. The booking fee is clearly shown before you confirm your booking.
Yes. You can schedule bookings in advance via the app or website. This is particularly useful for airport transfers, early morning trips, or important appointments.
Fares & Payments
Fares are based on local council-regulated rates for the area where your journey starts. They include: base fare, distance/time charges, any waiting time, applicable surcharges (e.g., airport, night), the £1.99 booking fee, and any access charges (e.g., airport access fees).
We accept all major credit and debit cards via our secure payment system powered by Stripe. All payments are processed by Taxi Services Ltd and your card details are stored securely in compliance with PCI-DSS standards.
Yes. After each completed journey, you'll receive a detailed digital receipt showing the fare breakdown, booking fee, and any additional charges. You can access all your receipts in the app or via the support portal.
Currently, all bookings are pre-paid through our secure payment system. We're developing a 'digital hail-a-taxi' feature that will allow cash payment options in the future.
When using the digital flag-down feature (available in select areas), a £2.00 charge applies in addition to your fare. This fee is paid to the driver and allows you to hail a local taxi instantly via the app.
Cancellations & No-Shows
Yes. If you cancel before a driver is dispatched, there's typically no charge. If you cancel after dispatch, a cancellation fee may apply (up to £50 or the amount shown in the app). Cancel as early as possible to avoid charges.
If a driver arrives at your pickup location and you fail to board within the permitted waiting time (5-10 minutes depending on contact), a no-show charge of up to £50 may apply. The exact amount will be the lesser of £50, the amount shown in the app, or the total fare.
Drivers will wait 5 minutes from arrival for standard bookings. If you've made contact with the driver (phone/message), they'll wait up to 10 minutes total. Please be ready at your pickup point to avoid no-show charges.
Yes. If you believe a charge was applied incorrectly, submit a dispute via our support portal at https://book.travelby.taxi/portal/ within 14 days. Include any relevant details or evidence.
During Your Journey
During an active booking, call 033 022 033 33 (or +44 330 220 3333). Our system will automatically connect you to your assigned driver. Your phone number remains private - the driver won't see your actual number.
Yes. Once a driver accepts your booking, you can track their location in real-time via GPS in the app. You'll see their estimated arrival time and can watch them approach your pickup location.
Call 033 022 033 33 to speak directly with your driver and update your pickup location. Do this as soon as possible to avoid delays.
Contact your driver during the journey to request an additional stop. Additional waiting time or distance charges may apply based on council tariffs.
For safety concerns, ask the driver to stop at a safe location. For emergencies, contact local emergency services (999). For other issues, submit a support ticket after the journey via https://book.travelby.taxi/portal/
Safety & Privacy
Yes. All drivers are licensed by their local council and have undergone background checks. We verify licenses, insurance, MOT, and where required, DBS/Disclosure checks during onboarding.
No. We use a secure connection system. When you call 033 022 033 33, you're connected to your driver without revealing your personal phone number. Your privacy is protected throughout the journey.
Drivers see only: your first name, pickup location, destination, and the agreed fare. They never see your phone number, email address, or other personal contact details.
Yes. GPS tracking is active during all bookings for safety, estimated arrival times, and dispute resolution. GPS logs are retained for 12 months and help protect both passengers and drivers.
Yes. The app allows you to share your live trip details with trusted contacts for added safety and peace of mind.
Airport Transfers
Yes. We provide transfers to and from all major airports across England, Scotland and Wales. We have dedicated landing pages for the 18 busiest mainland UK airports.
For airport pickups, we monitor your flight status in real-time using FlightStats. If your flight is delayed, your driver will be notified automatically and your pickup time adjusted accordingly.
Drivers typically wait at the arrivals area. You'll receive instructions via the app with the driver's location, vehicle details, and contact number. Many drivers offer meet-and-greet service with a name board.
Airport access charges and drop-off fees imposed by the airport authority may apply and will be added to your fare. These are clearly shown before you confirm your booking.
Support & Disputes
All support requests must be submitted via our support portal at https://book.travelby.taxi/portal/. This is the only official channel for disputes, refunds, lost property, and general inquiries.
We acknowledge all tickets within 48 hours and aim to provide a substantive response within 14 days for standard fare disputes. Complex cases may take longer, and we'll keep you informed of progress.
Report lost property immediately via the support portal. Include your trip details, description of the item, and contact information. We'll contact the driver to check for your belongings.
Refund requests should be submitted via the support portal within 14 days of the journey. Include the reason for your request and any supporting evidence. Legitimate refund requests are typically processed within 14 days.
The phone number 033 022 033 33 is exclusively for connecting passengers with drivers during active bookings. All support, disputes, and inquiries must be submitted via the portal to ensure proper documentation and response.
For Drivers
Visit our 'For Drivers' page and complete the registration form. You'll need a valid taxi or private hire license, vehicle documentation, insurance, and to pass our verification checks.
Drivers receive the full fare amount minus only the £1.99 booking fee (which goes to Travel By Taxi). You keep 100% of the metered fare, tips, and any additional charges.
Payments are made to the license holder at the end of each weekly period, typically by bank transfer.
Yes. If you're a licensed taxi operator, you can register and assign work to other registered drivers under your license. You're responsible for ensuring all drivers working under your license are properly registered with us.
Still Have Questions?
Can't find what you're looking for? Our support team is here to help.
Phone line is for active bookings only. For support, use the portal above.