Beginning as an idea to change the way the taxi industry operates, Cab My Ride is a service poised to revolutionise transport for a new generation of riders and drivers, bringing you honest, fairly priced, and professional service through our platform app.
Our drivers are at the heart of Cab My Ride, you are what keep the wheels of our business turning and help us achieve our the goal of providing high-quality, professional service to our customers. We go the extra mile for our drivers, surpassing all the competition in giving them the straightforward, honest rates they deserve.
Technology is a big part of our business; Cab My Ride is currently the only company to engineer and design our own software. With our team of developers, we're creating the best technology on the market and building a powerful platform to open opportunities for our drivers and customers.
At Cab My Ride, we want to provide the best possible experience for our drivers. We aim to revolutionise the industry and deliver a 5-star service to everyone involved. Enjoy a more personal approach, more flexibility and control when driving with Cab My Ride.
Joining our network means joining us in our mission. Here at Cab My Ride, we are committed to changing an outdated and unfair industry, and as a driver, you can be a part of that change. We want to create a world where everyone has access to transportation when they need it. The future of global transportation is here; it's time we work together to make it better.
Cab My Ride is proud to say that our customer loyalty is earned by our drivers' continued fairness and honesty. Here at Cab My Ride, we expect our drivers to uphold that reputation by providing premium-quality service
Absolutely awesome service and company with great drivers, miles better and cheaper than all the companies I've used over the years. Recommended to anyone wanting a top service to use Cab My Ride, well done!
As Hampshire's top-rated transport service, Cab My Ride strives to maintain our reputation of delivering 5-star experiences to all of our customers. Whether you're picking up a VIP customer from Signature Airport or a local rider going to town, every rider deserves a premium service.
Our plan to make Cab My Ride synonymous with high-quality customer satisfaction involves reinventing how our riders view their cab experience. Ensuring high-quality service is what keeps our riders coming back and makes sure your wheels are always turning.
We've put together a list of the ways you can always guarantee an op-quality experience for our riders.
Timeliness & Reliability
Service & Amenities
Professional Driving
Lost Items
Please Remember to check your vehicle for personal items as riders exit. Simply ask, "Have you got everything, [phone/wallet/keys/bag]?"
Vehicle Quality
Verifying Riders
As a driver there is an easy way to greeting the rider which will also verify who they are. "Hey, what's the name on the ride?!"
Soliciting Riders
Riders are able to easily report drivers attempting to convince them to stop using Cab My Ride. Soliciting riders is prohibited in your contract with Cab My Ride and will result in your termination and instant loss of access to the Cab My Ride drivers' application.
Appearance
Airport Pickup's
When collecting passengers from an airport, you must meet the customer in the arrivals halls with a name board. Airport Parking shall be billed to the customer, and ensure you track the flight when the Cab My Ride Team does not make it explicit. However trips to and from an Airport, a parking charge is always included in the fare. If your trip goes over this, please contact support.
Professionalism
It's important to maintain a general standard of professionalism while representing the Cab My Ride. Maintaining a positive attitude as a the driver can make a client's day, whereas behaving poorly towards your client or arguing with them can lead to a negative experience for both riders and drivers. Remember being friendly with riders is ideal, but unwanted advances or harassment are prohibited and will result in a loss of access to the Cab My Ride network.
Being able to communicate with the client is essential - if English is not your first language, Cab My Ride recommends you learn conversational dialect so you can converse with riders everyday.
Hygiene is also paramount. Riders will appreciate a fresh scent inside the car, and as they are constantly in close contact with drivers, we encourage good standards of hygiene and cleanliness at all times. However, this doesn't mean spraying air fresheners or cologne all over the car, as an overwhelming scent of any kind may upset the customer and leave a poor experience. We urge drivers to maintain general hygiene practice.
Although Cab My Ride does not condone drivers using their phones whilst driving, riders will expect you to answer when you're on the way to pick them up - this is important as they may have specific pick-up instructions that will make your experience easier. Wearing or using headphones whilst on the Cab My Ride system is forbidden (whilst en route to a client and during the journey), as it may be seen by the rider as being rude and may make them feel uncomfortable. using your smartphone for personal use is also prohibited.
Get the best out of the app here: https://cabmyride.com/driverapp
Cab My Ride has four ways to pay: Cash, Card via our app, PIN machine in the cab, and corporate accounts.
With many ways to pay, it's essential to know what type of trip you're making. The My Ride Partner Ride app will notify you of the rider's chosen payment type once you've started your trip. We currently pre-price trips, and our support team will adjust fares whilst they're active. 98% of trips are priced & fixed; should the fare need to change, the app will automatically do this.
To ensure you're always paid the correct amount, Arrive, Start and Finish your trip correctly; failure to do so may mean you'll be paid a lower amount than you should. You should also always ensure all via points, and the destination is entered correctly in the app. The app will ask you to confirm the customer's points when you start your trip, this can be edited throughout the trip.
Occasionally there may be a price discrepancy on a trip you're on. If you arrive at the destination and believe the fare to be incorrect, you must follow Cab My Ride protocol. Let the customer know there is a pricing issue and that you need to communicate with the support team. If they ask for an explanation, calmly explain yourself. Our protocol is as follows:
We do not tolerate drivers becoming aggressive or abusive to riders over a pricing issue.
Accepting Fare
Once a driver-partner has subcontracted to a booking on our platform, the driver cannot do the following unless exceptional circumstances exist.
Please see our termination policy for more information.
Pay Day
You'll be paid every Wednesday for all the trips completed the previous week. We may stagger or change the payment date for contracts or customers in specific circumstances.
Drugs and Alcohol Policy: https://docs.google.com/document/d/1vk9duQrh1axE1r1qw4GD9GS3l8r_m4lraINnHV_BBZo
Aims
Cab My Ride aims to provide a safe and healthy environment for all subcontractors. Certain factors can make the workplace unsafe, especially in the safety-critical industry of transport. These issues include the consumption of drugs or alcohol. The consumption of drugs and alcohol can impair judgement and physical coordination. This can affect the safety of the individual under the influence of alcohol and any other person who may be affected by them. It is also against the law to operate a vehicle under drugs or alcohol. This policy applies to all associated with Cab My Ride. Both Drugs and Alcohol are rising problems, and those with ongoing drug/alcohol problems or just a one-off may be endangering themselves and others. This consumption may take place the night before work, but it will still affect the processes that a driver needs to fulfil their work obligations. Drugs and Alcohol can make people lose inhibitions and therefore take higher risks. It can also make people aggressive, which may lead to physical violence, which will not be tolerated. The reason for this policy is to establish an understanding between all sub-contractors that drug/alcohol consumption can be detrimental to safety, health and productivity. Cab My Ride has zero tolerance towards both drugs and alcohol, it is vital that if you feel you are in a position where you may become dependent on such substances, you must report this and seek and professional advice and guidance.
Responsibility
Overall responsibility for implementing this policy is: Arjan Sahota - Managing Director. It is the responsibility of all driver-partners to read, understand and adhere to this policy. The Managing Director must implement this policy and to use its guidance to discuss any issues with drivers. It is the responsibility of Cab My Ride to provide a safe place of work, which can only be achieved through the continued consultation with employees about such issues as drug or alcohol abuse. It is also employees' responsibility to ensure they perform their tasks safely, which does not give rise to risks to themselves or others.
The company rules are: 'No Alcohol or drugs to be taken at whilst on the platform or consumed prior to working. If you are adjudged to be under the influence of drugs or alcohol, you will be ejected from your work. This includes consumption of drugs or alcohol the night before work. These rules must be implemented at all times. Drinking alcohol may occur during the night or during break times on a working shift.
The Transport industry is a high-risk working environment and should be treated as such. When individuals consume drugs/alcohol or are under the influence of drugs/alcohol their judgement becomes impaired, reactions are slower and they lose their inhibitions. All these factors can cause health and safety issues which may result in serious injury and/or damage. There are several scenarios that may occur during a time under the influence of drugs/alcohol. Drug/Alcohol consumption is prohibited during working hours. Not only is there a risk of injury or damage on the construction site, but there is also a high risk from driving home or driving around to different sites. In both cases, the person drinking is not only putting themselves in danger but they are affecting the health and safety of people around them.
Prohibition:
Disciplinary Action
If you are believed to be under the influence of drugs/alcohol, we may inform the Police so they can perform tests to determine whether you have consumed any drugs/alcohol. A breach of these rules will be defined as gross misconduct and termination of your account.
Drug and Alcohol Testing
Where deemed necessary, the company has the right to carry out drug or alcohol testing on driver's partners and sub-contractors. Random drug or alcohol tests may be carried out at the discretion of the Managing Director and his delegated managers.
Support for driver-partners with Drug/Alcohol Dependence
Reasonable requests from staff for time to attend Drugs/Alcohol cessation groups will be treated sympathetically. Cab My Ride is responsible for maintaining the policy and will provide drivers who wish to give up drugs/alcohol with details of where to seek help. All requests for help will be treated in the strictest confidence. Written information will be stored in accordance with the Data Protection Act 1998. Nothing in this policy should be taken as excusing and driver if their conduct falls within the scope of the Company disciplinary procedures.
This policy has been authorised and approved by Arjan Sahota, Managing Director.
The standards we require drivers to maintain are stipulated by the clients to ensure they receive the best service possible from you. We have created a website to display procedural steps for certain trips. This part of our handbook will outline the requirements setup to ensure smooth transport for all our clients.
Dress Code
Cab My Ride is based in Southampton although our operations reach nationwide we use the conditions set out by Southampton City Council for all drivers on the platform. In line with conditions set out by Southampton City Council, your dress code and physical appearance must meet the expectations set out by Cab My Ride & our clients.
YOU
Smart Business Dress is to be worn when carrying out executive work. You must wear:
YOUR CAR
Your vehicle must be immaculate, per your Driver Agreement with Cab My Ride. No personal items on the seats, footwells or boots.
Not to do
If a driver-partner is involved in a road traffic accident or a road traffic incident, you must report it to the office. Regardless if you have passengers or not.
This must be reported to the directors of the company or your fleet manager, whoever is available first. Your legal obligation between you and your insurance must be carried out, and Cab My Ride will not take any liability or responsibility under any circumstances.
Whilst on our platform and in line with GDPR if a customer or third-party driver requests your information via written communication, we will supply the following:
Always remain professional whilst on the road, as you're representing the brand on the road. Once you've made your priority calls such as emergency service, etc. Call the office.
Our call centres' primary goal is to service our customers, with teams working remotely and our Southampton office available by invite or appointment only. We use other forms of communication with drivers. These include in-app chat, Whatsapp or email.
Our chances are not instant so there maybe a delay in our response.
We have a Zero-Tolerance policy about argumentive partner drivers. If our call centre reports an unprofessional driver, our directors or fleet team may terminate your access to the Cab My Ride platform.
Mistakes happen, and drivers don't see the huge operational management our ops team make every minute. When an issue occurs, it's never intentional, and the call centre is not the team that deals with operations. They are simply there to answer inbound calls.
If you have a trip issue, please follow this article where the correct team will investigate Trip Issue
Policy taken from Internal Cab My Ride Training - Debbie Jay 2/01/2023
You are representing Cab My Ride and it is your responsibility to pick clients up and transport them to specified destinations and take them back home or to another specified location. Some clients are collected from or dropped off at pick-up points away from their homes - if this is the case, you will be told where the pick-up point is. Clients and/or their families may at times ask to be taken to or dropped off at a different location than the one booked - you should never do this unless your employer has asked you to do so following a request from the Council.
You should never transport someone you have not been asked to, even if they are known to you or the clients.
Depending on the needs of the clients you are transporting, the Council may also arrange for an Escort to travel with the client(s). You will pick up the Escort first and then return them home after all the clients have been dropped off at their destinations.
Families are given a nominated pick-up time for the client. It is their responsibility to look out for the arrival of the vehicle so it should not be necessary for you to let them know that you have arrived. However, if you are running more than 10 minutes late, and you have been given a contact number (and it is safe to do so), you should telephone the family to update them on your likely arrival time. If it is frequently difficult to keep to the specified timetable, you must tell your employer who will discuss the issue with the Council.
If a client is not ready to be collected, or no one comes out from the house, you should wait for three minutes after the nominated pick-up time before leaving. This applies whether you arrive on time or early. If you have arrived late you should still wait for three minutes.
When picking up or dropping off clients, you should always stop on the same side of the road as the pick-up/drop-off point wherever possible, and pay special attention to any hazards, traffic or obstructions to ensure their safety.
In the event that your vehicle breaks down whilst you are transporting a child/young person, you should contact us immediately, and they should arrange for the client to be collected and taken to their destination. If you have a contact number for the child's/young person's responsible adult, you should contact them to advise them of the delay, confirm what alternative arrangements have been made, and provide an estimated time of arrival. If you do not have a contact number you need to ask your employer to contact the Council to advise what action will be taken (see section 9).
It is illegal for any passengers, clients and Escorts, to not wear seat belts in vehicles that carry up to 8 passengers and in larger vehicles where they are provided. The Council's policy is that all vehicles used for transporting passengers must have seatbelts fitted and that all passengers must wear a seat belt at all times. When clients board the vehicle you should allow time for them to get to their seats and fasten their seat belts before pulling away. You must ensure all clients remain seated with their seat belts fastened whilst the vehicle is moving and until the vehicle has stopped moving.
In addition, you must:
When there is an Escort (sometimes called a Passenger Assistant) travelling with the clients, they are responsible for the safety and supervision of the clients. You must work cooperatively with Escorts at all times.
Escorts are not responsible for giving you instructions on the correct route, but may from time-to-time need to inform you of last minute variations to arrangements.
Escorts should be seated whilst travelling and wherever possible should sit in the back with the clients in a position where they can see and access the most number of clients.
If there is no Escort travelling on your vehicle, you have primary responsibility for the client(s). It may be necessary for you to have the telephone number for the parents/carers which must only be used in relation to the transportation of the clients and must not be shared with any parties not involved in their transportation.
Any information about passengers must be treated as confidential, including anything that passengers might tell you in the course of conversation, and must not be discussed with, or disclosed to, anyone. This includes colleagues, your family or close friends.
If you ever have any concerns or are unsure of what to do regarding the protection of children, you must first discuss this with Cab My Ride who can contact the Council to get further advice if necessary.
It is important to understand that some actions, however well-intentioned, may be viewed differently by others. Never act or speak in a way that could be misinterpreted by other people. Should allegations of inappropriate conduct be made against you, it could result in an investigation by the Council and/or the Police. During the course of any investigation, it is unlikely that you would be able to continue transporting clients for the Council.
To help keep yourself and clients safe you should:
If you ever have a concern about something a client has told you, or said in your earshot, you must report it to your employer immediately.
When a client travels in a wheelchair, you are always responsible for ensuring that the wheelchair is correctly fixed into the vehicle to ensure the client is kept as safe as possible during the journey.
Wheelchair Passports are attached to the wheelchairs. They show the correct type of restraints to use and how they should be used to ensure the wheelchair cannot move during the journey and is safely fixed for transportation.
The Council does not provide restraints and, under the terms of our contract, the correct restraints must be supplied with the vehicle. You should ensure that all restraint equipment is of the correct type for every wheelchair you transport and is in good working condition.
Escorts are NOT responsible for loading clients in wheelchairs or for fixing restraints to the wheelchair/vehicle.
When a client takes a wheelchair with them for use at their destination, you are responsible for collapsing the wheelchair and loading it safely and securely into your vehicle and vice versa at the conclusion of the journey.
You are responsible for maintaining and operating your vehicle to a high standard. As such:
You must have an emergency evacuation plan for your vehicle should it be necessary to evacuate clients from your car.
In the event of an accident or breakdown you should always:
Good practice in the event of an incident
The following information is for guidance only. All cases of emergency are different. It is your responsibility to assess the level of emergency and decide on appropriate actions in line with procedures from your employer. Most importantly, you should use common sense and not panic.
Please work with the Escort (where provided) in an emergency. You should:
What to do if your vehicle breaks down on the motorway
You should:
What to do if the vehicle breaks down on a minor road
You should:
What to do if your vehicle is involved in a road accident
If your vehicle is involved in a road accident, you should follow these guidelines:
The Council will periodically make unannounced contract inspections. These inspections allow the Council to monitor driver and vehicle standards as set out in this guidance booklet and in the Terms and Conditions of the Contract.
Any failings observed during the inspection will be followed up. Repeated failures could result in a driver being removed from contract work with the Council