Rights and duties of taxi users

Concerning the use of the service

The taxi customer, in addition to the general rights recognised in consumer protection legislation, has a series of rights and obligations with regard to the use of the taxi service:

  • At the rank
    1. Choose the vehicle which they wish to use for the service, except if there is a system of shifts established for reasons of organisation or fluidity of the service.
  • Concerning the taxi driver
    1. Receive the service under basic conditions of equality, non-discrimination, quality, safety and preference within the requested shift.
    2. Be attended to during the provision of the service in the appropriate manner by the taxi driver.
    3. Be able to express themselves in any of the official languages.
    4. Be helped by the taxi driver to get in and/or out of the vehicle in case of reduced mobility.
    5. Receive assistance from the taxi driver in loading and unloading luggage from the luggage compartment.
  • Concerning the vehicle
    1. Access a clean and tidy vehicle with a tidy driver.
    2. Choose the volume of sound and the temperature of the interior.
    3. Open and close rear windows and request the turning on or off of heating or air-conditioning systems. They may get out of the taxi if their requirements are not met.
    4. Know the taxi licence number and current fares.
    5. Get in or out of the vehicle in places where safety is guaranteed.
  • During the service
    1. Choose the route that suits them best.
    2. Obtain an invoice or receipt stating all the details of the service: price, origin and destination of the journey; licence holder's tax identification number, licence number and vehicle registration number. It must also prove that the price of the service has been paid.
    3. Receive change for the payment of the service up to 20 euros.
    4. Formulate the appropriate complaints in relation to the service.
  • Concerning companion animals
    1. Transporting a guide dog or other assistance dogs free of charge to persons with reduced mobility.