Passenger safety
Who drives you, how they are checked, how to be sure you are getting into the right car, and how to raise a concern. If you are in danger, call 999.
Version 2026-09-1, in effect from 15 September 2026.
In an emergency
If you are in danger, call 999.
For anything else about your journey, call the telephone number at the foot of every page. While your journey is under way you can always speak to a person.
Who drives you
Every chauffeur we send holds a current private hire driver licence from Transport for London. To get one, a driver must pass an enhanced criminal records check with the Disclosure and Barring Service and meet the medical standards Transport for London sets. Every car holds a current Transport for London private hire vehicle licence and is insured for carrying passengers for hire.
We check every chauffeur's licence and every car's licence against Transport for London's public register when they join us and each time a licence is renewed, and we record who checked and when. If a licence or insurance runs out, our system stops that chauffeur or car from being given any journey and takes them off journeys already planned.
Everyone at our office who takes bookings or dispatches cars is on our booking and dispatch staff register, and each of them has a basic check from the Disclosure and Barring Service, as Transport for London requires.
Some journeys are carried out by a partner operator that holds its own Transport for London operator licence. The same rules apply to its chauffeurs and cars, your contract is still with us, and we are still responsible for your journey.
What we send you before pickup
Before your journey starts we send the passenger the chauffeur's first name, their Transport for London private hire driver licence number, the car's registration number, and its make, model and colour. Where your message channel can show one, we also send a photograph of the chauffeur; by text message you get a link to it.
We send this to the passenger even when someone else made the booking.
Check before you get in
Check that the registration number on the car matches your message, and that the chauffeur looks like the photograph if you have one. Ask the chauffeur who they are there to collect, and let them tell you rather than saying your name first.
If you want to, check the chauffeur's licence or the car's licence on Transport for London's licence checker at https://tfl.gov.uk/info-for/taxis-and-private-hire/licensing/licence-checker.
If the details do not match
Do not get in. Move somewhere safe and call us. We tell you whether the chauffeur or car has changed and send you the correct details.
If we ever have to change your chauffeur or car, we send you the new details before pickup, so a chauffeur should never arrive without matching details.
Never get into a car that approaches you without a booking. Under the Private Hire Vehicles (London) Act 1998, a private hire car in London may only carry passengers whose booking was accepted by a licensed operator.
During the journey
Wear your seat belt. You can ask the chauffeur to stop somewhere safe at any time, and you can speak to a person at our office at any time during the journey.
You and the chauffeur can call or text each other through a temporary number, so neither of you sees the other's real telephone number. We record the car's location only while a journey is active.
Children
You can book a rear-facing infant seat, a forward-facing child seat or a booster as an extra, and any charge for a seat is shown before you see the price. We need notice to fit a seat, and the booking form shows how much; if you book with less notice, our team contacts you before we confirm.
Choose the seat for your child's age, weight and height. If you are not sure which is right, tell us your child's age and weight in the note for the chauffeur and we will check.
If you do not book a seat, the law lets children travel in a licensed private hire car without one, but only on a rear seat. A child under 3 may travel without a seat belt, and a child aged 3 or over must wear an adult seat belt. This is less safe than a proper child seat, and we strongly recommend booking one.
If a child will be travelling without an adult, please call us before you book so we can talk it through with you.
Travelling alone or late at night
Save our telephone number, which is on your confirmation. Share your booking details with someone you trust, and sit in the back.
If anything about the journey makes you uncomfortable, ask the chauffeur to stop somewhere safe and public, and call us. If you feel in danger, call 999.
Reporting a safety concern
Tell us about anything that made you feel unsafe, even if nothing happened: the driving, behaviour, comments, the condition of the car, or a chauffeur whose details did not match. Call us during or straight after the journey, or use any of the routes on our complaints page.
We treat safety concerns as our most serious category of complaint, and the owner of the business sees them the same day. We may stop offering work to a chauffeur while we investigate.
You can also report a driver or operator directly to Transport for London at https://tfl.gov.uk/help-and-contact/contact-us-about-taxi-and-private-hire.
If a crime may have been committed, report it to the police: call 999 in an emergency, or 101 otherwise. We give the police the booking record and any other information they lawfully request.
Every version
- Version 2026-09-1, in effect from 15 September 2026 (current)
A published version is never edited. A correction is a new version with a new effective date, and your booking keeps the version you agreed to.