FAQs
What is your CallBack service?
What is your TextBack service?
I pre booked my cab, why was it late?
I don't have any cash on me, can I still have a cab?
I think I have left something in one of your cabs, what can I do?
Can I eat, drink or carry food in any of your cabs?
Can I smoke in any of your cabs?
I think I was over charged, what should I do?
How can I tell the difference between a licensed and unlicensed cab?
What is your CallBack service?
If you place a booking from a land line by speaking to our professional telephonists, our computer system will detect your phone number (if not withheld) and place this number against the booking. If you used the on-line booking facility and supplied a land line number, this number will be placed against the booking. When the driver is near your pick up address he will instruct the computer system to call this number back 2 times. This is to make you aware we are only round the corner.
What is your TextBack service?
If you place a booking from a mobile phone by speaking to our professional telephonists, our computer system will detect your phone number (if not withheld) and place this number against the booking. If you used the on-line booking facility and supplied a mobile number, this number will be placed against the booking. When the driver is near your pick up address he will instruct the computer system to text you back with details of the make, model and registration of the vehicle. This is to make you aware we are only round the corner and which vehicle to look out for.
I pre booked my cab, why was it late?
We do everything in our power to ensure your booking is on time whether you booked it 20 minutes, 24 hours or a month in advance, but it is impractical in most instances to allocate your vehicle more than 10 minutes in advance because of circumstances beyond our control. These include late alterations to a vehicles previous booking, traffic congestion, accidents and breakdowns. However, our state of the art computerised despatch system ensures that the closest available vehicle is allocated your booking as it becomes due. It is essential therefore that you tell us if you're booking is time sensitive, such as to catch a train, an appointment or a table at a restaurant.
The majority of our drivers will convey dogs and other pets providing they are appropriately restrained. However, no animals, except guide dogs, can be carried in the front of a vehicle. To avoid any embarrassment please advice the telephonist you have a dog or cat etc. when making your booking.
I don't have any cash on me, can I still have a cab?
Providing you inform the telephonist at the time of booking we are able to accept payment by cheque and most major credit and debit cards including MasterCard, Visa, American Express and Switch. However, it is an offence to obtain goods or services knowing you cannot pay for them.
I think I have left something in one of your cabs, what can I do?
Our drivers are obliged to check their vehicles for lost property on a regular basis. Any items found are handed in to the lost property department of the local police station within 24 hours. We regret that we are unable to hold any items ourselves and remind you that we cannot be held responsible for items left in vehicles. Please always check you have collected everything from our vehicles at the end of your journey.
Can I eat, drink or carry food in any of your cabs?
Unfortunately most drivers will not allow food or drink in their vehicles. However some drivers will carry food and drink as long as it is in a sealed container and not consumed during the journey. Please advise our telephonist if you wish to carry food in our vehicles.
Can I smoke in any of your cabs?
Due to the recent law, smoking is not allowed in any of our vehicles.
I think I was over charged, what should I do?
All taxi and private hire drivers have been tested by Ipswich Borough Council to a high standard which includes travelling the shortest routes. If however you feel our driver has taken a longer route or just overcharged you please speak to one of our friendly telephonists or fill in our complaints form.
How can I tell the difference between a licensed and unlicensed cab?
There are two types of taxi's available, Hackney Carriage and Private Hire. Hackney Carriages have a white plate on the back and in the windscreen of their vehicles and a full length TAXI sign on their roofs. Private Hire vehicles have a yellow plate instead of white and do not have a TAXI sign on their roofs. All drivers will also have a badge which must be worn in a visible location on their clothing. Hackney carriage drivers have a white background to their badge and private hire driver's badges have a yellow background. All Private Hire drivers must have a booking from an operator (in our case Hawk Express Cabs) to pick up passengers whereas Hackney Carriage drivers can pick up from the street without a prier booking. If you would like further information please see the Ipswich Borough Council Hackney Carriage and Private Hire Licensing department website.
If you feel you have not been picked up by a licensed Taxi please inform the police or Ipswich Borough Council immediately with as much information about the driver and vehicle as possible.
