Taxis compliments and complaints

When you have hired a taxi or pre-booked a private hire vehicle you have certain rights:

• The driver must only charge the fare that is being shown on the meter unless the fare is agreed before the journey starts.In this situation the customer always pays the cheaper price, 
• The driver must comply with any instructions you give, such as the route.
• The driver must take you to your destination by the shortest route possible.
• The driver must not allow other passengers to share the vehicle without your agreement.
• When requested, the driver should assist in loading and unloading luggage and should also carry it to and from a house, station or place where you are picked up or set down

Disabled passengers have specific rights and protections when using taxis and private hire vehicles. Drivers have a duty to assist disabled passengers and must carry assistance dogs without extra charge. It is an offence to refuse a journey because of a passengers disability, unless the driver is medically exempt for example has a medical allergy to dogs and they display a medical exemption certificate. There is further guidance about the duty to assist on the government website.