TaxiCall - Frequently Asked Questions

Frequently Asked Questions

Here are the answers to the questions that most drivers ask us, but if you can't find what you're looking for then call us for free on 0800 036 8750 and we'll be happy to help.

How does TaxiCall work?

It's simple. Customers call your TaxiCall number which is usually a memorable local number, like 303030 or 888111. The call is routed by our system which puts it through to the driver who is logged in who has waited longest for a call.

How do drivers log in and out of the system?

Logging in and out of the system is done from your mobile, takes just a second or two, and it's free. When you sign up, we give you two numbers to call: one to log in, and one to log out. When you call these numbers, the TaxiCall system recognises your number and logs you in or out, but it doesn't answer the call so there is no charge on your mobile bill.

What happens next?

Once you are logged in the system will put customer calls through to your phone. When you answer a call you will hear a recorded announcement: “TaxiCall. Press one to connect, or press zero to decline the call and log out, or just hang up to decline the call.” While this announcement is playing, the customer still hears ringing until you press the 'one' key on your mobile keypad. When you press a 'one' then you are connected to the customer and the rest of the call proceeds just like a normal phone call.

What if I get a call but can't take it?

When you answer a TaxiCall, you will hear a recorded announcement telling you that it is a TaxiCall. While this announcement is playing, the caller at the other end still hears the phone ringing. If for some reason you can't take the call then you just hang up, and the system will try the next driver instead. The Call Log will show Driver Declined Call.

What if I don't answer a call?

If you don't answer a TaxiCall within a few rings (normally within 15 seconds, but this is an adjustable setting for each account) then the system will automatically move on to try the next driver instead. The Call Log will show Driver Did Not Answer.

What if I'm on the phone and the call goes to my voice mail?

If a TaxiCall is answered by your voice mail then the system will play the TaxiCall announcement and wait for you to press 'one'. Since the voice mail system won't press a 'one' the system will record a declined call and will move on to the next driver. Depending on the length of your voice mail greeting you may get a short message on your voice mail.

What if a customer calls again to re-schedule or cancel a pick-up?

With the optional Repeat Call feature, customers that call again from the same number within a specified period (normally 30 or 60 minutes from the original call) are put straight through to the same driver that they talked to before. Instead of the normal announcement, you hear the message: “Repeat Call” and are connected to the customer immediately with no need to press 'one'.

For regular callers, such as clubs and restaurants who might genuinely want to book several taxis in quick succession, you can selectively turn off the Repeat Call option.

Do I need any special equipment?

Only a mobile phone on which to receive customer calls. Many drivers choose to buy a dedicated Pay As You Talk phone to keep in their taxi specifically for TaxiCall, but you don't have to. Of course, if you expect to take calls while driving then the law requires that you use hands-free equipment.

How is the service managed?

Your local organiser has complete control of your TaxiCall circuit. When a group or association of drivers signs up to TaxiCall, we give the organiser an account number and a PIN for logging in to our secure Web pages, where it is possible to check account status, view a history of all the calls received, add new drivers, and update drivers' mobile numbers.

Who can join a TaxiCall circuit?

Each TaxiCall group has complete control of its own membership. You can decide who you want to have on your circuit, and no one can join unless you want them. If any driver abuses the service, or makes life difficult for the other drivers on the circuit, then you can decide to remove him.

What is the contractual commitment to TaxiCall?

The TaxiCall contract is for a minimum of two drivers for twelve months. Above that minimum you can add and remove other drivers at a month's notice, so you can't be left with a repeating monthly bill for a driver who is no longer using the system.

How are TaxiCall payments collected?

Each month, a few days after the day of the month on which your account was set up, we send the TaxiCall circuit organiser an invoice which includes a detailed statement of how much each driver owes. The organiser is responsible for collecting individual driver contributions and for settling the invoice. You can pay:

by posting us a cheque,
by direct bank transfer, using internet or telephone banking,
by paying in cash over the counter at any branch of Barclays Bank.

Is TaxiCall legal?

Of course it is or we wouldn't be selling it! Seriously though, as you will know if you work in the trade, the law is rarely simple. See our guide which explains how you can be licensed to take telephone bookings through TaxiCall.

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