Report an accident, safety incident, or citation
Call 911 or visit nearby Police Station for emergencies. Our Support team is available 24 hours a day, 7 days a week, and will call you as soon as possible after you request the call.
Keep in mind that we won't be able to assist with emergencies incurred outside of the TanTaxi platform, or due to violating standard traffic laws.
How to report damage caused by passenger?
To report damage, call and provide us with the following info:
We'll assess the damage after you've submitted this. If the damage warrants a fee, we'll be in touch. If the damage requires significant cleaning or repair and prevents you giving TanTaxi rides, wait until your car is up to speed before driving.
Overview of ride issues
Sometimes you may experience some issues while giving a ride. Here are the most common ride issues and what to do if they happen.
Passenger made you feel unsafe or uncomfortable
You have the right to decide if you feel comfortable picking up a passenger. Your personal safety comes first. If you ever drive up to a passenger and you feel uncomfortable for safety reasons, let us know about it as soon as possible. You may ask the passenger to cancel the ride or cancel it yourself if they won't. Never decline a ride based on a discriminatory reason or drop-off location.
Passenger not ready
If a passenger asks you to wait after you arrive to pick them up, let them know you'd be happy to. The ride won't start until you've tapped 'Pick up.'TanTaxi's cancellation policy only requires that you wait 5 minutes after you tap to arrive, but you're welcome to wait as long as you feel necessary. If you wait longer than 5 minutes and cancel as a no-show, you'll receive the cancellation fee.
Passenger not at pickup
If your passenger isn't outside when you arrive, we recommend waiting a minute or two, then giving them a call. If your passenger does not answer, wait a little longer until you can mark them as a no-show. This option will pop up after 5 minutes on standard TanTaxi, and about a minute and a half on Shared rides.
Wrong pickup location
The app automatically drops your passenger’s pin in their current location. Still, some passengers will purposefully place their pin away from their current location — whether to get a ride outside of a coverage zone or find a driver who's available — then give you a call and ask to be picked up elsewhere.
Inaccurate pin drops throw off the system, skewing calculations for pricing and heat maps, and can even put you at risk of a citation if you agree to a pickup outside our coverage area.
Protect yourself and help educating these passengers about the proper use of TanTaxi. Here's what you can do:
Wrong passenger picked up
We have a term for this: TanTaxi jacking. It's important to make sure that the requesting passenger doesn't get charged for someone else's ride. If this happens to you, ask the incorrect passenger to kindly exit the vehicle and request their own ride.
Ride ended too early
If this happens before you arrive at the pickup location, you'll no longer be able to call them or navigate to them. In addition, the passenger will be prompted to pay as if they took a ride.
Send us a message as soon as you can so we can refund the passenger accordingly. If this happens after you pick up the passenger, ask the passenger to submit a rating for the first ride and send another request. The request should go to you because you're the closest driver. Drive them as normal and let them know that you'll reach out to Support. Include the passenger's name and date of the ride, and we'll make sure they're taken care of.
Ride ended too late
If you forget to end a ride, the passenger is charged for any additional time and mileage.
In this situation, it's important you contact us so that we can make sure the passenger is taken care of. Include the drop-off location in your message.
Unable to tap to arrive or drop off
If your app is slow to respond, there are a few things you can do.
As a general rule, keep your phone charged and quit any unnecessary apps. Other apps can significantly slow down your phone when giving rides. If your app is frozen, try these steps. You'll still be in your current ride even if you exit or uninstall the app.
Ensuring passenger safety as a driver
Safety is a key component of the TanTaxi experience. As a driver, it's important to follow traffic laws as well as the guidelines below to provide safe, dependable rides on the TanTaxi platform.
Pull over safely for pickups and drop-offs
Passengers love getting picked up exactly where they've requested the ride, especially if they aren't very mobile (carrying things or in bad weather, etc). However, if a passenger asks you to pick them up at a busy intersection and you can't sit and wait, give them a call and ask them how long it may take for them to come out. You can either circle the block or wait somewhere else until they call to confirm that they are outside. If the passenger says they are going to be more than 5-10 minutes, feel free let them know that the app will automatically start the ride after one minute.
Passengers feel unsafe when drivers ask for their contact information
As a driver, you should never ask for the contact information of a passenger. Passengers often feel uncomfortable if you ask for their number, or to be their Facebook friend. If passengers are interested in staying in touch, it is up to them to ask for your contact information or offer you theirs.
Check out some pro-tips for interacting with passengers:
Only accept rides through the app - don't pick up street hails
For safety and legal reasons, you can only pick up passengers matched directly through the TanTaxi app. If someone asks for a ride without using the app, simply suggest they download the TanTaxi app and request a ride from one of the available community drivers (which will be you, if you're the closest driver).
Make sure everyone wears a seatbelt
Drivers should only take as many as passengers as there are seat belts in the car. Bigger groups of passengers should split into two cars, or use TanTaxi XL, which can seat up to 6 passengers.
Don't pick up minors unaccompanied by an adult
Passengers are more than welcome to request rides for their friends, though we do ask that they give you a heads up. Children 18 or under, however, are not permitted to ride without being accompanied by an adult. If you believe that a ride request was made on behalf of an unaccompanied minor, contact TanTaxi Support immediately.
Passenger feedback may be an indicator of unsafe driving or general safety concerns. Too many of these can result in account deactivation.