Help Center

I have a question about my journey

  • I got in the wrong cab

    Please make sure you check the registration number, or ask the driver if you are in the right taxi, before you start your journey. If you have taken the wrong taxi, please call the driver of your booked taxi 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.

    Oct 02, 2013 10:54PM BST
  • I cancelled my cab 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 cab after more than one minute of booking you may be liable for a Cancellation Fee. For more details please take a look at our Cancellation Policy.

    Oct 02, 2013 10:54PM 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
  • The driver had his meter on when I boarded?

    With Hailo you will always get five minutes free waiting time, and the driver will not start the meter until you get in the cab, or until the free five minutes waiting time has passed. When the meter is started, it will show a different price depending on the time and day of the week. €4.15 between 8am - 8pm Monday - Saturday €4.35 from 8pm - 8am Monday - Sunday €4.35 on Sunday from 8am - 8pm, This is a standard charge for all taxis across Dublin. If your driver has been waiting for longer than five 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 02, 2013 10:54PM BST
  • I have a question about my fare?

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

    Oct 16, 2013 12:33AM 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
  • I've left something in a taxi, how can I get it back?

    If you think you’ve lost property in a taxi, tap Help and then Lost Property. Choose 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.

    May 18, 2016 08:56AM 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'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 forgot to rate my driver, can you do it on my behalf?

    It would be our pleasure. Just let us know which journey you would like to rate. Please include the job reference number located at the bottom of your email receipt.

    Oct 06, 2014 08:04PM BST