Help Center

Ordering a Hailo ride

  • Can I see my recent locations?

    Yes, we store your recent pick up locations. To find them just tap the magnifying glass icon in the centre of the screen and choose the location you want. You can also set your 'Home' and 'Work' locations for regular destinations.

    Apr 21, 2015 05:00PM BST
  • How do I add more precise details about my pickup location?

    You can add more precise details to your location, such as a building name or number, by tapping on the address in the middle of the screen, and tapping on the 'Edit' button next to the specified current location.

    Apr 21, 2015 05:02PM BST
  • How do I request a taxi?

    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 and choose cash or account, vehicle size and service type. When you're ready to confirm, tap on the 'Request Taxi' button to request a taxi right away. If you wish to prebook a taxi, simply put in the date and time you'd like your taxi for, enter your destination, and tap 'Book Now'. You will then receive a confirmation email confirming your booking details.

    Apr 21, 2015 05:03PM BST
  • Do I have to enter a destination before booking?

    For real time journeys it is not currently necessary to input a destination. However, adding a destination does prevent any confusion and gives our drivers a heads-up on where they will be travelling to. You can add a destination into the 'Where are you going?' section on the confirm screen. This will appear once a driver has accepted a job and arrived at your pickup. It is necessary to input a destination when booking a HailoExec car, and when prebooking a journey.

    Apr 21, 2015 05:16PM 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 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
  • 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