Help Center

Taking a Hailo fare

  • Can I accept jobs when I already have a passenger?

    No. We don’t offer you jobs when you have told us you have a passenger on board by tapping "BUSY" or have set Send me Hailo Jobs to ‘No’. This is because we want to make our system the quickest service for passengers looking for a cab and offer as many jobs as we can to cabs that are running empty.

    Sep 30, 2014 04:57PM BST
  • Can I cancel a Hailo fare to pick up a fare off the street?

    No. Once you have accepted a Hailo job, you have made a commitment to the passenger and will be expected to be at the pickup location as soon as possible. Likewise, the passenger has also made a commitment and you should expect them to be at the pickup location.

    May 21, 2014 10:46AM BST
  • How do I contact my passenger?

    If you need to contact the passenger at any time, give them a call. You can do this by tapping the phone icon next to their name.

    May 21, 2014 10:40AM BST
  • Getting to the right pickup point?

    If you are having trouble getting to the right pickup point, give the passenger a call. You can do this by tapping the phone icon next to the passenger’s name.

    May 21, 2014 10:41AM BST
  • I'm stuck in traffic, what do I do?

    If you find yourself stuck in traffic on the way to the pickup location, give the passenger a call and try to give them a rough estimated time of arrival (ETA). You can do this by tapping the phone icon next the passenger’s name. If you and the customer agree to cancel (because of the traffic) tap Help and then Cancel Job. When asked for a reason for the cancellation tap Agreed Cancellation.

    May 21, 2014 10:42AM BST
  • What do I do when I've arrived at the pickup location?

    When you get to the pick up location tap Arrived and the app will automatically send the passenger a message that you have arrived. It might be a good idea to give them a call too, so you are not kept waiting unnecessarily. If the pickup is at an unsafe location (e.g. a large intersection, etc) park somewhere more suitable close by and call the passenger.

    May 21, 2014 10:47AM BST
  • I can't find my passenger?

    If you arrive at a pick up point and you can’t find your passenger, give them a call. You can do this by tapping the phone icon next to their name. If you’re unable to reach them after waiting five minutes try calling one last time before cancelling the job.

    May 21, 2014 10:42AM BST
  • My passenger is drunk or disorderly, what do I do?

    If you think the passenger is drunk and disorderly and you don’t want them in your cab, don’t get involved in any arguments, cancel the job and let us know what happened by submitting feedback with the job number.

    May 21, 2014 10:42AM BST
  • How long do I have to accept a job offer?

    You have approximately 25 seconds from the time we send you a job to accept it. But if you haven't accepted after a short period, the job will also be offered to other Hailo drivers for the remainder of the 25 seconds.

    Nov 25, 2015 04:34PM GMT
  • When will I know the destination?

    If the passenger decides to add the destination when ordering, you will see it when you get to the pickup and tap Arrived. Otherwise the passenger will tell you on boarding, just like a job hailed from the street.

    May 21, 2014 10:39AM BST