Customer’s Rights and Responsibilities

The customer’s rights

Fares and receipts
Taxis: Taxi drivers may not charge more than the metered fare and must give customers a printed receipt. Hackneys and limousines: Drivers may not charge more than the agreed fare and must give customers a written receipt.

Unreasonable refusal of service
Taxi drivers may not unreasonably refuse service for journeys of 30km or less.

Customer service
SPSV operators should be courteous, helpful and neatly dressed. SPSV operators should have a good working knowledge of major routes and destinations, and should follow any direction or route chosen by the passenger. SPSV drivers must offer reasonable assistance with luggage. The vehicle should be clean and roadworthy.

Regulations
SPSV drivers must display their driver identification card and the passenger information card in clear view of the customer. At a taxi rank, the passenger may choose to travel in a taxi other than the one at the head of the queue.

Guide dogs/assistance dogs/mobility aids
SPSVs must carry guide dogs and mobility aids at no extra charge for customers who need them.

The customer’s responsibilities

Fares
Taxis: Customers are required to pay the full metered fare or agreed fare, including booking fees where appropriate, for each hire. Hackneys and limousines: Customers must agree the fare before the journey begins.

The driver may request the customer to give a deposit, or to show proof that they are able to pay the fare, before agreeing to the hire.

Behaviour
Customers’ behaviour should be civil and orderly. Customers must not damage or dirty the vehicle, consume food or drink in it, or smoke in it. A soiling charge is payable by passengers who dirty or damage a taxi to the extent that it has to be taken out of service or will have to be cleaned or repaired at a cost. Customers should comply with any reasonable request by the driver to leave or not to enter the vehicle.

Safety
Customers should not ask the driver to carry more passengers than the maximum number shown on the tamper-proof licence disc. Customers should not ask the driver to break any road traffic legislation – for example, to exceed the speed limit.

Understand your Fare

Except for prior written agreement, taxi drivers must not charge more than the metered fare and must give passengers a printed receipt upon request.

As a passenger you are required to pay the total metered or lesser agreed fare for each hire. A pre-agreed fare should be recorded in writing before the journey commences.

Taxi drivers are obligated to offer a printed receipt at the end of each journey.

Hackneys and limousines must not charge you more than the agreed fare and must provide you with a receipt upon request.

  • With each additional adult passenger add €1 on top of the metered fare
  • After first free child add €1 for every two children under 12 on top of the metered fare
  • Your booking fee is €2 on top of the metered fare
  • Road toll charges are added as incurred and should be recorded in writing on the receipt
  • If the taxi is soiled a maximum charge of €140 is applied
  • If you do not pay your fare or pay a lesser fare than agreed in advance you are committing an offence under the Maximum Fares Order
  • A driver may request you to show proof you are able to pay your fare before agreeing hire

Your Customer Rights state that all SPSVs (small public service vehicles) drivers must display their driver identification card and the passenger information card in clear view of the customer.

Taximeter: a mechanical or electronic device installed in taxis that calculates passenger fares based on a combination of distance travelled and waiting time.

Cashless Payment in Taxis

From 01 September 2022, every taxi in Ireland must accept credit and debit card payments (Visa, Mastercard, American Express) as well as cash – it’s the passenger’s choice. Drivers may not charge surcharges on any card payments.
The driver must offer passengers the legal taxi fare receipt from the taximeter (not the card terminal). The taximeter shows passengers exactly what the fare is throughout their journey. Passengers should keep the taximeter receipt for any queries after the trip, it shows the driver and trip details.

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