Journey bookings
Your control office should keep a list of all the customer's contact details for the booking.
You should be clear where you are taking the passenger and, if possible, what the fare will be before you set off. This can prevent disputes later in the journey.
If it is a long distance booking, it should be clear if the driver is going to ask for payment up-front. This can prevent any possible conflict.
Only ever pick up bookings arranged and logged through your control office.
Payments / Cash handling
Accepting card payments is a good way to minimise the amount of cash you carry. If this is not possible, keep your cash hidden from view in a secure box. Don’t place money in it until your passenger has left your vehicle and you have locked all doors and keep a small float which can be used to give change to customers.
Physical solutions
Some drivers fit their car with a screen to protect them. Screens are made from materials that can withstand a knife attack or hard body impact.
Installing a CCTV camera reduces the number of threats and violence against drivers. Signs in the vehicle can highlight CCTV to passengers and deter any potential conflict.
Also think about installing convex mirror. This gives you a full view of the rear of your car and you can see what a passenger directly behind you is doing.
Things to have with you
A spare car key in case of loss or theft.
A mobile phone.
A note pad and pen to record any incidents.
An emergency card with your name, date of birth, blood group, allergies and a contact number for emergencies.
A statement explaining that it is against the law for you to take passengers other than those who have pre-booked.
An explanation of the fare structure and boundary charges.
An explanation of the fare means you can explain it to passengers who may feel that you are over-charging them. This can then de-escalate a dispute.
A mobile phone.
A note pad and pen to record any incidents.
An emergency card with your name, date of birth, blood group, allergies and a contact number for emergencies.
A statement explaining that it is against the law for you to take passengers other than those who have pre-booked.
An explanation of the fare structure and boundary charges.
An explanation of the fare means you can explain it to passengers who may feel that you are over-charging them. This can then de-escalate a dispute.
Help from the Control Office
You will need them to get help to you if you are in case of an incident.
Have a code word that you can use if a passenger is threatening. A code word will you to call for help without making them suspicious.
Some control rooms have GPS and can track your vehicle. If they do not have this then suggest it to them.
Some drivers have a silent button which they can activate in an emergency - this will flag up the vehicle on the controller’s screen.
Have a code word that you can use if a passenger is threatening. A code word will you to call for help without making them suspicious.
Some control rooms have GPS and can track your vehicle. If they do not have this then suggest it to them.
Some drivers have a silent button which they can activate in an emergency - this will flag up the vehicle on the controller’s screen.
Staying safe
Working at night carries the most risk of violence. This is especially true as many passengers may have been drinking.
Working at night carries the most risk of violence. This is especially true as many passengers may have been drinking.
Trust your instincts - you have the right to refuse service to a passenger.
Only open the windows enough to speak to people without them being able to reach in.
Only let them sit in the front of the car if you are comfortable with them doing so.
Communication with the passenger is important - be polite and pleasant.
Use your radio or other communication device to tell your controller that you have started your journey. This will mean that the passenger will know you are in contact with base.
Make eye contact with the passenger when they get in the car. This helps to create a relationship with the passenger. It also gives them the message that you could identify them
Explain the route you plan to take if you are going a long way round (for example in order to avoid road works). This will prevent any conflict over the fare.
Feeling threatened
Stay calm. Take slow, deep breaths – this may help to lessen your anxiety.
If possible drive to a brightly lit, busy place as these are often covered by CCTV cameras.
If you have a screen, you are likely to be safer staying in your cab than getting out.
Do not run after a passenger who owes you fare - your safety is more important than the money.
Stay calm. Take slow, deep breaths – this may help to lessen your anxiety.
If possible drive to a brightly lit, busy place as these are often covered by CCTV cameras.
If you have a screen, you are likely to be safer staying in your cab than getting out.
Do not run after a passenger who owes you fare - your safety is more important than the money.
If attacked
Do not try to fight back - it is most likely to make the violence worse for you.
Use your horn and lights to attract attention.
Contact your control room or call 999 for help.
Gather as much information about the person as you can (e.g. their clothes, accent).
Your safety comes first. Hand over cash if demanded.
Do not try to fight back - it is most likely to make the violence worse for you.
Use your horn and lights to attract attention.
Contact your control room or call 999 for help.
Gather as much information about the person as you can (e.g. their clothes, accent).
Your safety comes first. Hand over cash if demanded.
If you are verbally abused
Any verbal abuse should be reported to your control room. If the abuse is threatening, grossly offensive or you have been victimised due to your:
Any verbal abuse should be reported to your control room. If the abuse is threatening, grossly offensive or you have been victimised due to your:
Race
Religion
Sexual Orientation
Transgender Identity
Disability.
Religion
Sexual Orientation
Transgender Identity
Disability.
then report it to the police.
Hate crime
Hate crime is where someone is a victim of any crime due to prejudice towards their Race, Religion, Sexual Orientation, Transgender Identity or Disability.
Hate crime is where someone is a victim of any crime due to prejudice towards their Race, Religion, Sexual Orientation, Transgender Identity or Disability.
Hate Crime is unacceptable and is taken very seriously by the police. These incidents should be reported to the police at the earliest opportunity.
After an incident
Write down everything what happened.
Write down a description of the passenger, what they said and did.
Report all violent incidents to the police and be prepared to make a witness statement.
It may take time, but it may prevent further violence in the future.
Write down a description of the passenger, what they said and did.
Report all violent incidents to the police and be prepared to make a witness statement.
It may take time, but it may prevent further violence in the future.
Compensation
You may be able to recover the costs of loses and damages through the small claims system, through your insurance company or a Compensation Order via court proceedings.
You may be able to recover the costs of loses and damages through the small claims system, through your insurance company or a Compensation Order via court proceedings.
