Drivers’ code of conduct and practices



  • Help the customer in to the car by opening the doors for them.
  • Load and unload any bags or shopping the customer may have and help carry them to the entrance of any building they are going to.
  • Offer assistance to passengers according to their needs (for example, getting in and out of the taxi, loading and unloading luggage, shopping, wheelchairs/ walking aids and prams) whether or not you are requested to do so.
  • Make sure the customer is comfortable and has had time to put their seatbelt on before setting off.
  • Ask the customer which route they would like to go. Make suggestions if you think you can help.
  • Ask the customer if they have confirmed a price with the company. If not, point out the meter in the car and explain which tariff you are using.
  • At the end of the journey, offer the passenger (or at least one of them) a receipt. Write your details on this receipt so that you can be identified. Give your badge number, not your company number.
  • If there is any dispute over the price, stay calm and explain to the customer how the tariff or meter charge operates.
  • If there is still a dispute you can call the police and report the matter. You may choose to negotiate with the passenger.
  • If after all you have done the customer wants to make a complaint, give them your badge and plate number without delay. Tell them they should contact the licensing team at the council and let us sort the situation out for you.
  • Make sure your car is well-serviced and kept clean at all times.
  • Always be polite to your passengers, even if they are rude to you.
  • Before starting a journey, check where the passengers are going.
  • Help passengers with any luggage, to and from the pick-up point/destination.
  • Apologise for any delays or other problems and explain to passengers why something may have gone wrong. If you do this, they may be less likely to complain about you.
  • Keep your controller informed of any problems so they have a chance to sort things out quickly.
  • You must keep customer details (their names, addresses and destinations, for example) confidential. You may be breaching the Data Protection Act if you do let other people know information about your passengers

Remember these simple steps and you should not go far wrong

  • Always ask your passenger if they have a preferred route.
  • If the passenger suggests a long route you can suggest an alternative.
  • If the passenger insists on a longer route then you should take them the way they want to go.
  • Advise your passengers of any delays to the usual route.
  • Advise your passengers if you become stuck in traffic and think you should turn around or take a different route. Allow the customer to decide with you.
  • Never exceed the speed limit no matter what, even if the passenger asks you to.
  • You should always give an indication of how much the fare is likely to be, and you may ask for a reasonable deposit for some longer journeys ending outside the District.
  • Passengers can negotiate a different fare to the likely metered fare with you before the journey starts if the destination is outside of the District.
  • Treat all passengers in a non-discriminatory manner and make allowances for your passengers’ social and cultural differences. Accept all passengers, regardless of their race, religion, gender, age, disability, distance of journey, or any other factor, unless you have the right to refuse or terminate the fare.
  • Always transport guide dogs that accompany visually impaired passengers.
  • Comply with all reasonable passenger requests
  • regarding, for example, air-conditioning on/off, radio, on/off, amount of conversation, preferred route.
  • Know your job. Keep up to date with changes in the industry, for example, roadworks and road closures, events at prominent destinations, taxi technology, new policies and procedures.
  • Take the most economical route, unless otherwise directed by your passenger.
  • Apply the correct tariff, charge the correct fare and give your passenger the correct change.
  • Be identifiable to our passengers. Always display your taxi driver identification card in a prominent position, so that your passengers can read it from the front or back seats.
  • Drive the taxi in a safe, smooth and controlled manner, according to the road rules.
  • Always be in an alert state when you drive your taxi, free from the influence of fatigue, alcohol or drugs that affect your driving ability.
  • Advise passengers to wear seatbelts.
  • Ensure luggage, shopping, wheelchairs and walking aids are properly secured in the taxi.
  • Remind all passengers not to leave any belongings in the taxi. Assist in the return of passengers ‘property that has been left in the taxi according to your District Licensing rules.
  • Contribute to your passengers’ safety by suggesting they exit the taxi at a safe location.
  • Make all passengers feel welcome in your taxi by being polite and friendly.
  • Always be courteous to all other road users.
  • Communicate clearly with our passengers.
  • Listen carefully to passengers, in order to find out their needs.
  • Ensure that we always look neat and well Groomed.

Taxi Driver Rights

  • Our passengers expect to be treated in the appropriate manner, and taxi drivers also have certain rights. As a taxi drivers, we have the right to:
  • A safe journey.
  • Be treated in a respectful manner by passengers.
  • Ask passengers not to eat, drink or smoke in the taxi, and have your request complied with.
  • Receive payment in full for the service provided, according to the fare schedule (including payments for waiting times and cleaning the taxi) or preagreed ‘contract fare’.
  • Request and receive prepayment of the estimated fare - and refuse passengers who will not pay in advance.

Refuse a hiring, if the passenger:

  • Is in such an unclean condition that he/she will soil the taxi, or if in the taxi, begins to soil it.
  • Is abusive, or becomes abusive during the journey.
  • Is under the influence of alcohol or drugs to such an extent that he/she is likely to become abusive or soil the taxi.
  • Has evaded or attempted to evade the payment of a fare.
  • Has been asked to prepay and does not.
  • Refuse a hiring to or from an address where your Taxi Dispatch Service has a record of violent incidents or dangerous behaviour or non-payment of fares relating to them or their address.

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Company Registration No. 10872858 | High  Road Broxbourne, Hertfordshire, EN10 6HS | Flex Taxis Ltd |   All Rights Reserved   ©   2019