Help Center

Ordering a Hailo ride

  • How do I request a car?

    This is the easy part. Open the app and see your current location on the map. If you want to refine your location, you can move the map with your finger and tap the address below the map to add a building name, number or other detail that will help your driver locate you. Once you’ve made sure we have your correct location, just tap Pick Me Up Here, check that the payment type is right and tap Request Taxi. And that’s it. Now you can watch your car arriving in real time on the map.

    Oct 21, 2015 01:20PM BST
  • Should I tip my driver? How much?

    We think good service deserves rewarding. If you think your driver is worth it, you can tip your driver the normal way with cash, or if you are paying by Account you can set the app to automatically add a tip to every journey. To do this tap the Account Icon at the top left of the app, tap Auto Tip and then choose the amount (%) you’d like to automatically add. You can also change this amount during a specific journey. Just tap one of the percentage icons below the map and your tip will be changed for that journey only. The next time you use Hailo the tip will revert to the default set by Auto Tip.

    May 21, 2014 03:43PM BST
  • I've moved from my booked pickup location, what do I do?

    If at all possible, please stay at the location you specified when you ordered your car - it makes it much easier for our drivers and other passengers who are using Hailo. If for any reason, you have to move, please call your driver straight away. You can call your driver directly by tapping the phone icon next to their name.

    Oct 06, 2014 07:56PM BST
  • How do I contact my driver?

    Once a cab has been assigned to pick you up you will be able to see the details of your driver in the app. To call them, just tap the phone icon next to their name.

    Oct 06, 2014 07:56PM BST
  • I have special pick up requirements, what do I do?

    If you have a special requirement for your pick up, order a car through the app as normal and then give the driver a call directly (you can call your driver by tapping the phone icon next to their name, which is sent to you on confirmation of your pick up). All of London’s black cabs are wheelchair accessible, but it’s always good to call the driver first, if you need help boarding. Only Hailo Taxis are wheelchair accessible.

    Jul 28, 2014 12:40PM BST
  • I can't find my car?

    If for any reason the app is telling you your car has arrived, but you can’t see it, please give the driver a call directly. You can do this in the app by tapping the phone icon next to the driver’s details.

    Oct 06, 2014 07:56PM BST
  • Can I change my tip for a particular journey?

    Yes you can. If you want to override your Auto Tip preferences, open the app during your journey and change the tip by tapping the icons below the map. You can change the tip any time during the journey, up until the driver taps Take Payment on the driver app and even tip a custom amount by tapping the % icon on the right (the one with the pencil). This will change the tip for that journey only and your next journey will be tipped at the default you set in Auto Tip.

    May 21, 2014 03:44PM BST
  • When do I pay the driver?

    If you opted to pay by Account you just have to get out of the car - so no more fumbling around for cash or asking the driver to stop at a cash machine in the rain. If you are paying by cash, or want to use a card that is not registered on your account, pay at your destination just like any other journey.

    Jul 28, 2014 12:37PM BST
  • The app isn't finding my exact location - what do I do?

    We use a combination of GPS, wifi signals and the 3G networks to find your location. However sometimes, particularly in cities with lots of tall buildings, this is still not as accurate as we’d like. If you need to refine your location, first move the blue man on the map as close as you can to your location. Next, tap the address at the bottom of the map and add a building number so we can pinpoint you exactly. Then, check the address is correct before you confirm your booking. And remember, our app is more accurate when your wifi is turned on, even if you are not connected to a wifi network.

    May 21, 2014 03:15PM BST
  • Why should I rate my driver?

    Feedback helps us know where we can improve our service, so please take a moment to honestly rate your driver. You can do this at the end of your journey by tapping the star-rating in the app. The driver will not be able to see the rating you give.

    Oct 06, 2014 07:57PM BST