Help Center

Taking a Hailo fare

  • What happens if I breakdown en-route to a pickup?

    The first thing to do is let the passenger know as soon as possible. You can call them by tapping the phone icon next to their name. Next tap Help and then tap Scrub Job. Then tap Broke Down as the reason you scrubbed and we’ll automatically switch your app to Off Shift for a period of time so you can concentrate on getting safely back on the road.

    Oct 02, 2013 10:31PM BST
  • When will I know the destination?

    If the passenger decides to add the destination when ordering, you will see it when you get to the pickup and tap Arrived. Otherwise the passenger will tell you on boarding, just like a job hailed from the street.

    May 21, 2014 10:39AM BST
  • Do I have to accept Hailo jobs?

    We would love it if you took every job we send you, but if the traffic near you is too heavy to get to the pickup location quickly, just tap No Thanks when you get a job offer and we'll send it to the next nearest driver. And remember to Go POB if you're on a non-Hailo job so we don't send you any offers when you can't take them.

    May 21, 2014 10:39AM BST
  • How do I know I've got the right passenger?

    This is important. 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.

    May 21, 2014 10:43AM BST
  • What should I do if a passenger asks me to wait longer than five minutes on a fixed price job?

    If you’re asked to wait longer at the pick up on a fixed price job there are a couple of things you should do. First, agree with the passenger additional payment for the extra time and let them know you can settle the payment at the end of the journey. Please wait until you get to the destination (airport), process the fixed price job as normal. Please make sure you process the extra payment after the fixed price job, or you may risk scrubbing the fixed price job by mistake. If the passenger cannot pay, another way is to agree with the passenger that they will increase your tip to a level that covers the extra time. They can do this anytime during the journey by sliding the tip slider in the passenger app.

    Sep 30, 2014 05:23PM BST
  • What happens if a passenger wants to change their payment option?

    We ask our passengers to stick to their original payment option wherever possible, but if it is unavoidable here’s how to do it. Card/Account to Cash - If the passenger has ordered an Account job but wants to pay by cash, tap Take Payment and then tap the Cash icon. You can now take the payment like you would a normal cash job. We’ll stop any charges being made to the customer’s card. Cash to Account - In short, this cannot be done. However, you can take their card details again in the same way you would process a street card job. For the passenger to receive an email receipt you will need to enter their email address into the app.

    Oct 02, 2013 10:31PM BST
  • I've entered the incorrect fare, what should I do?

    Entering the correct fare is really important so please double check the amount before you confirm payment. If you think you have entered the wrong fare, let us know as soon as you can through the feedback form in the app, including the job number, and we can get in contact with the passenger to make the necessary amendments.

    Sep 30, 2014 05:20PM BST
  • How do I take a prebooked Hailo job?

    Hailo offers a prebooking service. All details for this are here.

    Mar 20, 2015 12:36PM GMT
  • Why should I rate my passenger?

    In short, your ratings help us keep up-to-date with how passengers are behaving. If a particular passenger is causing problems we can follow it up and take the necessary action. We also ask passengers to rate our drivers, so we can continue to grow and improve our business.

    May 21, 2014 10:44AM BST
  • What should I do if a passenger has forgotten something and asks me to return to the pick up location on a fixed price job?

    If your passenger has forgotten something and asks you to return to the pick up location on a fixed price job there are a couple of things you should do. First, agree with the passenger additional payment for the extra time and let them know you can settle the payment at the end of the journey. Our preference is that they pay the extra with cash. Please wait until you get to the destination (airport), process the fixed price job as normal, and then process the extra payment as cash. Please make sure you process the extra payment after the fixed price job, or you may risk scrubbing the fixed price job by mistake. If the passenger cannot pay by cash, another way is to agree with the passenger that they will increase your tip to a level that covers the extra time. They can do this anytime during the journey by sliding the tip slider in the passenger app.

    Sep 30, 2014 05:25PM BST