Help Center

Taking a Hailo fare

  • What happens if a fixed price passenger is not at the pickup location?

    Just like any other Hailo job, if a fixed price passenger doesn’t show after five minutes, and you cannot contact them, scrub the job.

    Oct 02, 2013 10:31PM BST
  • I'm stuck in traffic, what do I do?

    If you find yourself stuck in traffic on the way to the pickup location, give the passenger a call and try to give them a rough estimated time of arrival (ETA). You can do this by tapping the phone icon next the passenger’s name. If you and the customer agree to cancel (because of the traffic) tap Help and then Cancel Job. When asked for a reason for the cancellation tap Agreed Cancellation.

    May 21, 2014 10:42AM BST
  • What happens if a fixed price job is scrubbed?

    Scrubs for fixed price jobs are paid the same as any other Hailo job. Once arrived, and given the passenger the free 5 minutes, scrub the job and you will receive a £5 scrub fee, paid for by the passenger.

    Sep 30, 2014 05:15PM BST
  • What do I do when I've arrived at the pickup location?

    When you get to the pick up location tap Arrived and 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.

    May 21, 2014 10:47AM BST
  • What happens if a passenger asks me to deviate from the fixed price route?

    We advise passengers that all fixed prices are from A to B. If an additional pickup is en route then please keep to the quoted fixed price. If a pickup deviates from your original destination then make sure you negotiate an additional cash payment with the passenger before you set off.

    Sep 30, 2014 05:17PM BST
  • I can't find my passenger?

    If you arrive at a pick up point and you can’t find your passenger, give them a call. You can do this by tapping the phone icon next to their name. If you’re unable to reach them after waiting five minutes try calling one last time before cancelling the job.

    May 21, 2014 10:42AM BST
  • My passenger is drunk or disorderly, what do I do?

    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 by submitting feedback with the job number.

    May 21, 2014 10:42AM BST
  • Do you have a minimum distance for fixed price jobs?

    Yes we do. When a passenger’s location is too close to the destination we will not offer them a fixed price. The distance equates to roughly £20 in metered fare.

    Oct 02, 2014 08:44AM BST
  • How long do I have to accept a job offer?

    You have approximately 25 seconds from the time we send you a job to accept it. But if you haven't accepted after a short period, the job will also be offered to other Hailo drivers for the remainder of the 25 seconds.

    Nov 25, 2015 04:34PM GMT
  • Are run ins allowed?

    No, we give free run ins to all our passengers. As our jobs are all geo-located through the app, you will never be far from the jobs we offer you.

    Oct 02, 2013 10:31PM BST