FAQs

 

General

Q. What are your opening hours?

A. We are always open, every day and every hour.

 

Q. Can I request my favourite driver?

A. Yes you can, we recommend you pre-book well in-advance and we will try our best to send your preferred driver.

Q. I've lost something in one of your cars, how do I get it back?

A. If you think you’ve lost an item in one of our vehicles, please go to our contact us and complete the lost property form and a member of our team will respond to you within 24 hours.

Q. Can I carry animals in one of your vehicles?

A. We’re happy to take animals but they need to be properly restrained or in an appropriate carrier. Please let us know when you book. If any damage or litter is caused by the animal, our minimum charge for cleaning is £150. This is to compensate for the time lost and a full vehicle valet.

Q. How do I make a booking?

A. You can make a booking by telephone 01245 443 443, by booking online  or by the app.

Q. I have an event coming up, who do I speak to?

A. Please call our call centre on 01245 443 443 with the full details e.g. date, time, pick up address, via addresses (if applicable), drop off address, number of passengers etc. and we will be able to provide you with an accurate and competitive quote.

Q. How do I change or cancel my booking?

A. If you have booked by telephone, please call our call centre team on 01245 443 443. For customers who have booked online or by the app, you can do this by using your chosen booking method or simply just call our call centre team.

Q. Can I add additional pickup, drop off or via addresses to my journey?

A. Yes, you can have more than one pick up or drop off on your journey. You can add additional stops by using the ‘via’ feature available online or on our app. Please ensure you enter in the most efficient route or state this in your drivers note, and our call centre team will workout the most efficient route for your journey.

Q. How do I make a payment?

A. You can make a payment by cash, card or set up a priority account with Happicabs. Charges apply for all card payments.

Q. How much will my journey cost?

A. The cost of your journey will depend on the distance and time of day the journey takes place. All our fares are regulated by Chelmsford City Council and our tariffs can be viewed on the Chelmsford City Council Website.

Q. What happens if you do not answer my call?

A. Happicabs have a fantastic record when answering customer calls and on average over 98% of our calls are answered within 4 seconds. The only time we would expect you having to wait on an answer is if the weather is particularly bad.

Q. Do your vehicles have child seats?

A. In a licensed taxi or minicab the following rules apply:
Children under 3 years of age can travel without a child’s car seat or seat belt, but only on the back seatChildren aged 3 years or older can travel without a child’s car seat if they wear an adult seat belt.

Please see www.gov.uk/child-car-seats-the-rules/when-a-child-can-travel-without-a-car-seat

Q. How accurate are your journey times?

A. Journey times are estimates only.

Q. Do you deliver parcels?

A. Yes we do, please call us on 01245 443 443 to arrange a collection and drop service

Q. Do you do house removals?

A. Sorry, no we do not provide a removal service.

Q. I am a student, have lots of luggage and I am relocating to another premises. Can you help me?

A. Yes, we can only move bags and luggage only. We do not provide a removal service. Our charge for this is £25 minimum for the service (up to 30 minutes) plus the fare of the trip. Our drivers will only help you with your bags from your door and to your door.

Policies

 

Q. What is your waiting time policy?

A. We give you five minutes to begin with. Once you exceed five minutes, our charges are based on £15 per hour with a minimum charge of £3.75. For airports, we give you the first 30 minutes and thereafter charges are based on £15 per hour.

 

Q. What is your cancellation policy?

A. If a booking is cancelled by a customer, a cancellation fee may be charged: For booking in Chelmsford, a cancellation fee will be chargeable where a pre-ordered booking is cancelled less than 20 minutes before the booked time for collection and where an “as soon as possible” booking is cancelled 5 or more minutes after the booking is made. For out of town pickups, we require a minimum of 30 minutes notice before your vehicle is dispatched for a free cancellation. If a vehicle has already been dispatched, you will be charged between 25% and 100% of the journey cost depending on the location of the vehicle at the time of the cancellation.

Q. What are your bank holiday, Christmas and New Year charges?

A. For bank holidays, our charges are 50% more than the usual rates. Christmas Day and New Years’ Day our charges are double.

Q. Why do you charge for congestion, parking and tolls?

A. This cost is in addition to the fare and this cost is paid by the customer.

Drivers

Q. How are Happicabs drivers licensed?

A. All Happicabs drivers are DBS checked, undergo a knowledge test and approved by Chelmsford City Council before they are authorised to work as a private hire or taxi driver. We do not accept unlicensed drivers or vehicles into our business. Remember to always used a licensed company, licensed taxi and licensed driver.

 

Q. I cannot find my driver, what do I do?

A. Please call our call our contact centre on 01245 443 443.

Q. What training do you give your drivers?

A. All our drivers undergo an induction which covers passenger safety, vehicle safety and checks, customer service etc. In addition, we regularly train our drivers on customer service and quality of service in order to maintain and exceed customer expectations.

Q. I am unhappy with your driver, what do I do?

A. We hope it never comes to this, as all our drivers are expected to behave in a positive manner with all our customers. If you were unsatisfied with our driver, you can make a complaint by completing the feedback and complaints form on the contact us page, and our management team will respond to your enquiry within 24 hours.