FAQ - Service

These are common questions regarding customer service policies, procedures, and applicable transportation industry regulations not effecting fees.

1. How long do I have to wait for my cab to arrive?
2. Can I pre-book (reserve) a cab at the Tsawassen Ferry Terminal?
3. Can I pre-book (reserve) a cab from a house address in Vancouver or Richmond to take me to Surrey or Delta?
4. Can I flag your taxis in Richmond or Vancouver?
5. Can you deliver things for me?
6. Do your taxis use the HOV lanes to save time?
7. Can a taxi wait for me while I'm finishing my errands?
8. Can a driver refuse service?
9. Can I call any taxi company in the lower mainland to pick me up?
10. How do I complain about a driver?
11. How do I know I'll get the right vehicle for my requirements?

 
Answered questions

1. How long do I have to wait for my cab to arrive?

This is a question that is almost always asked, and the answer is almost always the same:  5 to 10 minutes (depending on traffic and other road conditions) unless a taxi is in the immediate area.

2. Can I pre-book (reserve) a cab at the Tsawassen Ferry Terminal?

No, there's no need to because our vehicles are always available at the terminal.

3. Can I pre-book (reserve) a cab from a house address in Vancouver or Richmond to take me to Surrey or Delta?

Yes.

4. Can I flag your taxis in Richmond or Vancouver?

No.  We are not licensed for flag pick-ups in those cities.

5. Can you deliver things for me?

Yes, we can deliver small packages, groceries, etc.

6. Do your taxis use the HOV lanes to save time?

Yes.

7. Can a taxi wait for me while I'm finishing my errands?

Yes, please see "waiting time" on our tariff rates page.

8. Can a driver refuse service?

See the Taxi Bill of Rights.

9. Can I call any taxi company in the lower mainland to pick me up?

No.  Only companies licensed for your area are permitted to pick you up.

10. How do I complain about a driver?

Contact us (or see the contact information on the Taxi Bill of Rights) and we'll either handle it directly, or help you get in touch with the appropriate parties (e.g., YVR).

11. How do I know I'll get the right vehicle for my requirements?

Our state-of-the-art computerized dispatch system picks the right attributes for the driver and the vehicle for your request.