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Our FAQ's

Explore Our FAQs Before Getting in Touch

  • The driver asked for the fare at the beginning of the trip - are they allowed to do this?
    We are the only form of ground transportation where you pay for the trip afterwards and unfortunately we do sometimes get customers who don’t pay. So any trip which involves going outside of Derby we encourage all drivers to take the fare upfront. Please do not be offended. Thank you
  • My taxi was late - do I get a refund or a discount?
    We firstly want to apologise if your taxi was late. Secondly we want to let you know we try our best to make sure your taxi is on time. Unfortunately due to circumstances beyond our control such as traffic we do run late on occasions and it is for this reason we cannot offer refunds or discounts. But we will continue to strive to provide the best possible service to our customers
  • I was charged an extra £1.01?
    The first time you use your card with our free app there is a pre-authorisation charge which is refunded.
  • Where are you based?
    14a Midland Rd, Derby, DE12SN – it’s directly opposite Royal Mail and 1 minutes walking distance from Derby train station
  • I feel my driver overcharged me, what should I do?
    It is common for the price of the journey to vary depending on the traffic conditions, time of day and the route the driver took. If you feel you have been overcharged please contact us and our system can check the GPS reports of the driver for your particular journey.
  • How do I get a receipt?
    If you’ve called in to make a booking you can ask your driver for a receipt. If you want a receipt for a previous journey simply call our call centre on 01332 345 345 and and an agent will email you a receipt. If you’ve booked a taxi with our free app you will automatically be emailed a receipt at the end of the journey.
  • Do you have a minimum fare?
    We have introduced a minimum fare of £3.50 up to a journey of 1 mile, whereas before our fares started at £1.50 with no minimum.
  • Do you charge extra during bank holidays?
    We have introduced a £2 uplift on top of our fares on Friday, Saturday & Bank holiday weekend Sunday between 23:00-04:00. The above changes have been brought in due to the overload of bookings since lockdown restrictions have been lifted. Since the pandemic there has been a shortage of taxi drivers across the country and companies like ourselves are unable to fulfill the demand which as a result leaves customers either stranded or taxis being late. The increase is an incentive to attract more late night drivers or encourage the existing drivers to help out during these hours. This will help us to get all our passengers home on time and safely. This rate only applies during the days/hours mentioned above and our services will be running as usual outside of the above mentioned hours.
  • What type of vehicles do you have?
    Click here to see our Vehicles
  • My taxi driver was not wearing a seatbelt, why?
    The taxi passenger seat belt law, passed in the UK in 1993, exempts taxi drivers from wearing a seatbelt if they are carrying paying passengers or 'plying for hire'. This means driving around, looking for people trying to flag down a cab.
  • Does my young child have to have a baby seat in the car?
    Children can travel without child safety seats, but only if they are in the rear seats of the vehicle.
  • Do you provide child/baby seats?
    No, children are not required to travel in child car seats while in a private hire vehicle. If the child is over 3 years of age, they can be secured using the seatbelt in a rear seat of the vehicle.
  • Do you do airport transfers?
    Yes, we cover all U.K airport journeys.
  • What is a pre-authorisation payment?
    When paying for your taxi fare using the Airpay payment system or for app bookings using a credit/debit card, those payment systems operate a pre-authorisation payment, which is a security feature. This amount will remain pending on your bank account and is automatically released back to you when your actual fare amount is taken straight after the meter has cleared on your journey.
  • Why is there a waiting time showing on my receipt?
    The waiting time charge displayed does not apply solely while the driver is waiting for you to enter the vehicle. It encompasses the waiting time calculated throughout your journey and is incorporated into your final fare. Waiting time is calculated whenever the vehicle is stationary during the journey, such as when stuck in traffic, at a T junction, or waiting at traffic lights. Most operators include it in the meter price as a single complete fee; however, our system shows it as a separate charge on your receipt.
  • My taxi was late during rush hour, why?
    We always strive to complete every journey on time and provide the highest level of service possible. However, unfortunately, due to unforeseen circumstances, there are times when we may run late. This could be during very busy rush hour periods or in cases of extreme weather conditions. We always advise our customers to pre-book journeys and allow a minimum of 30 to 40 minutes of travel time during rush hour periods.
  • Why have you got a night tariff applied at weekends?
    In line with all taxi companies in Derby, we have a £2.00 night tariff charge which begins at 4 pm on Friday and ends at 4:00 am on Sunday morning.
  • I have been charged extra due to having a taxi in a busy time, why?
    In some cases, during very busy periods, we do have a 30% surge charge applied to every booking. This is to ensure an adequate quantity of drivers available so that we can operate as smoothly and efficiently as possible for our valued customers.
  • My App is not working, what can I do?
    If you are experiencing issues with the app, please try uninstalling and reinstalling it. This usually does the trick!
  • Do you have extra charges at Christmas & New Year?
    Yes, during busy times such as Religious Festivities, including Christmas, Eid, and New Year's Eve, we may implement a surge fee. This is usually an extra £2-£3.00 added to each journey. Management will review this annually before applying it.
  • What is your lost property policy?
    We track and log every item of lost property that we receive, and we make every effort to trace each item back to its owner. Each item is stored for 28 days. If no contact is made or the item is not collected within this period, we donate the lost property to local charity shops in the surrounding area.
  • How do I make a complaint against one of your drivers?
    We welcome feedback regarding our drivers. In the unfortunate event that you need to lodge a complaint, please either call our office or email us the details, and our Complaints team will investigate and contact you.
  • Why have I been charged a £3.00 cancellation fee?
    For App bookings, we apply a £3.00 cancellation fee and a no-show fee. This occurs when a driver has waited for 10 minutes at the pickup location without receiving a response to our phone calls
  • Why can’t I pre book a Wheelchair vehicle or dog vehicle on the App?
    Due to these vehicles being in high demand and to avoid letting our customers down, it is not currently possible to pre-book these vehicles. We ask that you contact us a short while before needing one to check our availability.
  • I can’t find my driver, where is he/she?
    We provide tracking information for your assigned driver, which is sent to the mobile phone number used for the booking. Alternatively, you can contact our call centre at 01332 345345, and a call agent will assist you in tracking your driver.
  • The driver asked for the fare at the beginning of the trip - are they allowed to do this?
    We are the only mode of transport where the customer pays at the end of their journey, and while most people don’t take advantage or abuse this, unfortunately, there are some who use it as an opportunity to not pay. So please don’t be offended if your driver asks for the fare upfront. When leaving the Derby area and on long journeys, our company policy is to always take the payment upfront to avoid any issues
  • I feel my driver overcharged me, what should I do?
    It is common for the price of the journey to vary depending on traffic conditions, time of day, and the route the driver took. All of these factors can affect the meter price. If you feel you have been overcharged, please contact us, and we can check the GPS reports for the journey in question.
  • How do I get a receipt?
    If you have booked using the app, a receipt will be automatically emailed to you. Alternatively, you can call us at 01332 345345, and a call agent can email one to you. All our drivers have receipt books in their vehicles and can issue a written receipt to you.
  • The meter was on £2.80 and then changed at the end of my journey to £4.00, why?
    Our minimum fare is £4.00. If a fare falls below this amount, the meter will automatically change to £4.00 at the end of your journey in preparation for payment
  • What type of vehicles do you have available?
    We have a wide range of vehicles, including executive cars, 5-, 6-, 7-, 8-, and 16-seater minibuses, as well as standard 4-seater cars. We also have some manual and electric wheelchair-accessible vehicles available, depending on availability.
  • Can I bring a dog with me in my taxi?
    We do have some vehicles that will carry dogs, please let us know that you require a dog vehicle when booking your journey and we can check availability. The dog tariff is an extra £3.50 so the meter price would start at £5.00 instead of the usual £1.50 start.
  • My app is not working, what can I do?
    If you are experiencing issues with the app, please try uninstalling and reinstalling it. This usually does the trick!
  • Why can’t I pre-book a wheelchair vehicle or dog vehicle on the App?
    Due to these vehicles being in high demand and to avoid letting our customers down, it is not currently possible to pre-book these vehicles. We ask that you contact us a short while before needing one to check our availability.
  • I can’t find my driver, where is he/she?
    We provide tracking information for your assigned driver, which is sent to the mobile phone number used for the booking. Alternatively, you can contact our call centre at 01332 345345, and a call agent will assist you in tracking your driver.
  • How do I get a receipt?
    If you have booked using the app, a receipt will be automatically emailed to you. Alternatively, you can call us at 01332 345345, and a call agent can email one to you. All our drivers have receipt books in their vehicles and can issue a written receipt to you.
  • I was charged an extra £1.01?
    The first time you use your card with our free app there is a pre-authorisation charge which is refunded.
  • What is a pre-authorisation payment?
    When paying for your taxi fare using the Airpay payment system or for app bookings using a credit/debit card, those payment systems operate a pre-authorisation payment, which is a security feature. This amount will remain pending on your bank account and is automatically released back to you when your actual fare amount is taken straight after the meter has cleared on your journey.
  • Why have I been charged a £3.00 cancellation fee?
    For App bookings, we apply a £3.00 cancellation fee and a no-show fee. This occurs when a driver has waited for 10 minutes at the pickup location without receiving a response to our phone call.

Do you still need our help?

24/7 Support - 01332 345 345

Email us info@albatrosscars.co.uk

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