23 March 2020

How To Deal With Rude Passengers

Estimated reading time: 3 minutes, 24 seconds. Contains 683 words

It’s the worst nightmare of every taxi driver. Dealing with rude passengers can be an extremely hard task, especially when you don’t know how much the situation will escalate.

Most passengers are extremely pleasant, but it only takes one to completely ruin your day. You may be wondering what your rights are for what you can and cannot do when it comes to dealing with rude passengers. This post is here to explain the do’s and don’ts of dealing with rude passengers.

Angry Passengers

We all have a rough day every once in a while. Sometimes, you’ll find yourself picking up a passenger that just can’t seem to smile. They may have already entered the taxi with a frown on their face, or they may start arguing with you during the journey.

When this happens, it’s important to always remain calm. If a passenger is ranting about something that has happened to them, or something they’re going through, show that you’re listening. Do not give advice, however, as unsolicited advice may provoke them to take their anger out on you.

Be on the passenger’s side, If they’re angry about something that happened, show sympathy and act as though you understand their side. Even if you don’t necessarily agree with them, this may help to make the journey more pleasant for you and your passenger.

If a passenger is getting argumentative with you, keep a calm voice and avoid saying anything that could escalate into a fight. Maintaining a calm voice may help to calm the passenger down. It is also important for both the safety of the driver and the passenger, as you will need to keep your focus on the road at all times.

If the passenger maintains a rude and argumentative attitude, you have a right to pull over and ask them to leave the vehicle.

Demanding Passengers

Some passengers seem to think of their drivers more as their personal servants who must obey their every command. Rather than greet the driver or ask them to go somewhere, they may start by stating their destination as if it were a demand and not a request. They may also make demands to turn the radio on or off

Maintain a friendly attitude with these types of passengers. Should they make a demand that would require you to break the law (such as speeding), be polite and explain why you will not be complying with said demand.

Drunk Passengers

Drunk passengers can be amongst the most difficult passengers for taxi drivers to take. Drivers have a duty of care for drunk passengers, so they are responsible for the safety and care of the passenger until they arrive home.

If possible, ask sober friends for the passenger’s destination address to ensure they don’t end up at the wrong place.

Keep vomit bags in your vehicle. That way, in the event that you feel they are about to throw up, there will be a much lower chance of the mess landing anywhere within your vehicle.

Drunk passengers can be very unpredictable. Some can be overly friendly, whilst others can become extremely aggressive when feeling agitated. For this reason, it is important to install a internal camera in your vehicle if possible. That way, if anything happens that leads to a potential lawsuit, you can use the footage taken from your internal camera as proof.

Fare Arguments

One of the most common arguments that occur in taxis is over the fare at the end of the journey. This usually happens as the passenger did not anticipate how much the journey would cost, or simply refused to pay the fare.

This can be avoided by giving the passenger a rough estimate of how much the journey is going to cost prior to driving off. This will give the passenger enough time to decide whether or not they are still going to take the journey, and to also see if they will have enough cash to cover the cost of the trip, or discuss alternatives such as paying by card, or stopping at a cash machine on the way.


The official taxi service of Zvartnots airport” by AeroArmenia, used under CC BY-SA 3.0 / Modified from original

Get a quote in under 2 minutes!

Uber Driver Quote Taxi Driver Quote

Get an instant online quote or speak to a member of our team

Why Choose Freeway?

Freeway is focused solely on private hire, public hire, executive car and Uber taxi insurance. We deal with taxi insurance – nothing else – and we think we do it better than anyone else.

It means we have an in-depth understanding of the industry and we’ve tailored our products around what UK taxi drivers really need.

Read More

The most comprehensive cover ‘as standard’. We’re confident we can't be matched on that.

Focused on speed. We know time is money and you want your cover sorted as quickly as possible.

We are constantly investing in technology so that we can make it easier for our customers to manage their policies.

Great track record in new driver prices. Less than two years no claims? We’re confident we can get you the very best price.

Our TrustPilot score says it all. We work hard to maintain our 5-star, Excellent rating.

We conduct regular research to stay on top of the changes affecting taxi drivers in the UK so we can keep you informed.

We have one of the best customer renewals rates in the industry. Our existing customers don’t need to look elsewhere.

We operate a 24/7/365 UK-based claims support team.


Alternative Service Stations – Where to Find the Cheapest Petrol off the Motorway

Sometimes when we’re driving along the motorway, we come across that inevitable moment where we need to stop for food or fuel. However, motorway service stations are notorious for having high prices. Here, we list some of the best sites to stop for fuel when on the go. Our guide is simple – to show […]

Thursday, March 31st 2022

What Are the New 2022 Highway Code Changes?

You may have heard there are major changes to the highway code, however  you may not be aware of what the changes are. These have been in effect since January 29th, 2022. What Are the 2022 Highway Code Changes? Click here to see the official list of changes to the Highway Code. Why is this […]

Friday, February 4th 2022

Secret Things You Can Do When Using Apple Maps

Apple Maps has grown a lot in recent years, and is now a major competitor to the likes of Google Maps.   3D View: Apple Maps allows the user to view select cities on its mapping system in 3D. This allows the user to virtually fly over major landmarks and get a feel of what the […]

Monday, October 25th 2021

Secret Things You Can Do When Using Waze

Waze is one of the most popular navigation apps out there. It doesn’t get its roadside information from satellites, but instead by allowing its users/drivers to submit road data themselves. This gives the app a more personal touch that others don’t tend to have. Set & Go: Are you going to be doing a certain taxi […]

Monday, October 25th 2021

Secret Things You Can Do When Using Google Maps

Online mapping is an essential feature in this day and age. We use it to look at transport times, store opening hours, as well as getting from point A to point B. However, there are some extra features you may not be aware of. Google Maps  Google Maps is the most popular of all the […]

Monday, October 25th 2021

Uber Drivers: How To Maintain A High Star Rating

When it comes to driving for Uber, maintaining a high star rating is very important. Uber drivers and passengers have the ability to rate each other after a ride. It’s often viewed anything 4 stars or lower is unacceptable. Here’s our guide to making sure you maintain a high rating. 1. Keep Your Vehicle Clean […]

Wednesday, June 23rd 2021

Uber Offers 50% Discounts On Pub Journeys In Bid To Increase Taxi Usage

In a bid to support both the hospitality and ride hailing industries as lockdown eases, Uber are offering discounts on journeys to pubs all across England for 30,000 users.   How do passengers apply this discount? When booking a trip, passengers should enter the promo code THEPUBAWAITS before selecting and confirming their journey.   Is this offer […]

Tuesday, April 13th 2021

Supreme Court Rules Uber Drivers As Workers

As Uber has been ordered to reclassify their drivers as workers by UK supreme court and give drivers minimum wage and holiday time off, what will this mean for the UK gig economy? And what is the difference between a worker and an employee?  Click here to read more     “Uber – Broad Street, […]

Monday, February 22nd 2021

Uber Elevate: How Vertical Aircrafts Could Help The Taxi Industry

Estimated reading time: 3 minutes, 21 seconds. Contains 670 words What are Vertical Aircrafts? Flying cars have long been synonymous with the vision of the future, dating almost as far back as the invention of the car itself. Whilst we may still currently be very far from purchasing our own flying vehicles, the technology itself […]

Monday, December 7th 2020

UK Road History: How Motorways Helped Change The Way We Live And Travel

Estimated reading time: 9 minutes, 50 seconds. Contains 1967 words For many people in the 21st century, we take fast-speed roads for granted. They’ve become such a staple of life that we really don’t think of how much they’ve impacted our country. Merely 60 years ago, the concept of travelling across the country on high […]

Wednesday, December 2nd 2020


Instant Quote