Help Center

I have a question about my journey

  • I got in the wrong vehicle

    Please make sure you check the registration number, or ask the driver if you are in the right vehicle, before you start your journey. If you have taken the wrong car, please call the driver you booked with as soon as possible. You can do this by tapping the phone icon next to the driver details in the app. You may also incur a Cancellation Fee. Please take a look at our Cancellation Policy.

    Jul 28, 2014 12:50PM BST
  • Why can't I find any drivers in my area?

    Hailo is a real-time service, so all the icons shown on the app are vehicles that are available right now. They are always on the move, so if you can’t find one in your area, it’s always worth trying again after a few minutes. There are already thousands of drivers using Hailo and more are coming on board every day. Soon there will be a Hailo driver waiting for you when you want him, wherever you are.

    Oct 06, 2014 08:03PM BST
  • I cancelled my ride but my card has still been charged

    If you have been charged for any journey that you don’t think you have taken, please let us have all the details. Please be sure to include the job reference number located at the bottom of your email receipt. But remember, if you cancel your car after more than two minutes of booking you may be liable for a Cancellation Fee. For more details please take a look at our Cancellation Policy.

    Sep 30, 2014 03:37AM BST
  • My car has not arrived

    We do our best to give you an accurate estimated time of arrival (ETA) for your car, but sometimes the level of traffic and other unforeseen circumstances work against us. If your car has not arrived when you expect it to, please give your driver a call. You can do this by tapping the phone icon next to the driver details in the app.

    Oct 06, 2014 08:04PM BST
  • The driver had his meter on when I boarded?

    With Hailo you will always get 2.5 minutes free waiting time, and the driver will not charge you anything until you get in the taxi, or until the free 2.5 minutes waiting time has passed. In a London taxi, when the meter is started, it will show a price of £2.40. This is a standard charge for all black cabs across London. If your driver has been waiting for longer than 2.5 minutes, or you requested to be picked up from a different location to the one you booked, you may see more on the meter. However, if you still think the meter was showing an excessive charge when you boarded, ask the driver why the meter was started. Alternatively, please give us all the details including the job reference number located at the bottom of your email receipt.

    Oct 21, 2015 01:26PM BST
  • My card was charged but my car never arrived?

    If you have been charged for any journey that you don’t think you have taken, please get in touch with us. Please make sure to include the job reference number located at the bottom of your email receipt.

    Jul 28, 2014 12:52PM BST
  • I have a question about my fare

    If you have a question about a fare for a particular journey, please contact us and let us have all the details including the job reference number located at the bottom of your email receipt.

    Oct 15, 2013 11:36PM BST
  • I've been charged for a journey I don't remember

    If you have been charged for any journey that you don’t think you have taken, please let us know. Be sure to include the job reference number located at the bottom of the email receipt.

    Oct 06, 2014 08:04PM BST
  • I was given a fixed fare, but the driver charged me more

    Our fixed fares do not cover additional waiting time, extra drop-offs or changes to your final destination. If you still think a mistake was made, please get in touch with us and we will take a look. Please give us all the details of your ride, including the job reference number located at the bottom of your email receipt.

    Oct 06, 2014 07:43PM BST
  • I've left something in a taxi, how can I get it back?

    If you think you’ve lost property in a car, tap Help and then Lost Property. Chose the trip you think you lost something on and tap the Umbrella at the bottom of the page. Then, just send us a message with all the details and we’ll see if we can reunite you with your possessions. If you didn’t book with our app we are not able to track the driver. In this instance you should contact TFL directly or your local police station.

    Jul 28, 2014 12:54PM BST