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The following answers to these commonly asked questions may be updated as necessary without notice.
If you have any specific question/s you would like answered please contact us. Your feedback is important to us and can be given using our Feedback Form.
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Yes. Please let us know when you book your taxi that you wish to pay by cheque and we will send you a driver who can accept personal cheques. Photo identification will be required.
Absolutely not. The choice is yours.
The main reason is for driver security. Also it is to prevent spillage from opened bottles or cans. The carrying of any open drink or food items in a taxi could result in soiling of that vehicle. Accordingly, you may then be charged a soiling fee to cover the cost of the taxi being off the road while the driver cleans it to a satisfactory standard for further passengers.
The current smoking laws prevent smoking in taxis as this is the place of work for drivers.
Yes. All seeing-eye dogs accompanied by a sight-impaired passenger are permitted to travel in any taxi at all times. All other clean, well behaved dogs can travel in our taxis. Please let our telephonist know that you have a dog when ordering your taxi so we can send you a driver who can take a dog.
Friday and Saturday nights are peak times for larger groups travelling together, thereby placing our vans in high demand. If you require a van on a busy night, please ring and speak to our van operator who can advise you of the current situation and of the available options to you.
In most sedan style taxis there is only room for four passengers to travel legally with seatbelts. There are a few five seater taxis/wagons, otherwise, if you have five or more people we will send you a van.
If the order is ready to be collected and has been prepaid then our driver can pick this up for you and collect payment for the taxi when he delivers your order. Please note, if the food order is not ready when the driver arrives, this may incur waiting time charges. For other purchases, our driver can either pick you up first, take you to where you need to shop and wait for you to return you home, or the driver may collect the money from you and go to the shops on your behalf. The meter will run from the time the driver collects you or your money until he/she returns with your items.
Due to age restrictions surrounding the purchasing of alcohol and cigarettes our drivers are not permitted to purchase these items on your behalf, even if you are of age.
Pre-booking your taxi will give you priority over current bookings. Occasionally however there may be delays in dispatching a vehicle to you. In most instances this occurs during high demand periods resulting from weather conditions, sporting events, concert times or normal peak times such as Friday & Saturday nights. Delays may also occur once a taxi has already been dispatched due to traffic conditions or, in very rare circumstances, vehicle breakdowns.
Taxis are registered and insured as passenger service vehicles and are not permitted to transport furnishings while performing as a taxi.
Yes, if your door is easily accessible and in sight of the taxi. Please let the telephonist know of your request and we will inform the driver. During the hours of darkness or if there is a dog on the property it may not be safe therefore you will need to keep an eye out for your taxi’s arrival. You can ask the telephonist when booking your taxi if there are any expected delays.
Any items found in our taxis that cannot be matched up to a reported lost item will be handed into the Police Lost Property within 24 hours. If you have the taxi or registration number or the driver’s name or ID name, or you booked your taxi through our phone room we will be able to check with the driver to see if he/she has located your item/s.
If you lose your cell-phone, try ringing it first.
Please refer to our Employment section.
As a Driver or a Passenger we all have rights. The following is from the LTNZ and is sourced here
Taxi or shuttle drivers can refuse passengers if, on reasonable gounds, they consider:
Passengers can expect their driver to:
Passengers confined to a wheelchair can ask for a taxi equipped with a wheelchair hoist.
In some cases, such as a pre-booked tour, the operator may be exempt from some of the above requirements.
If the passenger is travelling in a taxi, they can also expect the driver to:
If you need a child restraint, ask the taxi company if they have a seat appropriate for your child's age and weight when you book your taxi. Most companies will be able to provide one.
There's a procedure in place if you want to make a complaint about a passenger service and have it investigated by the appropriate transport authorities. If the matter is serious, or concerns criminal activity, you should contact the New Zealand Police.
Otherwise, it's recommended that you first make your complaint directly to the taxi or shuttle company. Taxi and shuttle companies are required by law to keep a complaints register which is available for inspection by the NZ Transport Agency (NZTA).
If you're not satisfied with the result of the company's internal investigation, you may make your complaint to the NZTA. Contact details for the NZTA offices are available from our contact centre on 0800 699 000.
Although complaints are usually made to the NZTA, other agencies – such as the New Zealand Police or the Ministry of Consumer Affairs – are able to record complaints and pass them on to the NZTA.
Note: Complaints that involve the schedules of a public transport service should be directed to the regional or district council in your area.
Investigating your complaintSee the Land Transport Act 1998 and the Land Transport Rule: Operator Licensing 2007. Copies of these documents are available from some libraries, bookshops that sell legislation, and from Legislation Direct, PO Box 12 418, Wellington.
Contact the NZ Transport Agency:
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