Ride-Hailing Information for Passengers

Consumers familiar with ride-hailing can access these services in B.C. from companies operating under a Transportation Network Service licence. These services allow passengers to hire and pay for travel through a website or mobile application. 
ride hail

Passenger Tips for Ride Hail

Follow these tips for using a ride-hail service

  • Always book your trips through the company website or app.
  • Before entering the vehicle, verify that the vehicle and driver identity match the information provided to you when you booked your trip.
  • Look for the company logo on the front or rear windshield of the vehicle (view the graphic below to see where an identifier may be located)
  • To ensure the safety of both drivers and passengers, ride-hail vehicles should never be hailed from the street. In fact, it is illegal for a ride-hail driver to pick up a street hailing passenger.  
  • Fares should be stated prior to accepting a trip and paid for via credit card on the website or app. No cash transactions are allowed for ride-hail services.

 

Photo of ride hail vehicle identifiers

 

The Difference between Taxis and Ride Hail

Differences Between Taxi Services and Ride-Hail Services
Taxi Services Ride-Hail Services
Can be hailed from the street Cannot be hailed from the street
May be booked for hire through an app, phone, or website Can only be booked for hire using a transportation network system (app, website, or digital dispatch system)
Charge fares when the passenger is dropped off Generally set fees when the booking is confirmed and prior to the passenger’s pick up
Have more choice of payment (e.g. app, visa, debit, or cash) May accept payment only through the ride-hail application
Must display taxi vehicle identifiers such as Passenger Transportation plate or company-specific unit number  Must display ride-hail vehicle identifiers such as company name/logo
Differences Between Taxis and Ride-Hail Vehicles
Taxis Ride-Hail Vehicles

Outside the Vehicle:

  • Passenger Transportation numbered plate displayed on the front of the vehicle.
  • Car number
  • Top light on roof of vehicle

Outside the Vehicle:

  • Colour of vehicle and licence plate number that matches the description in the app
  • Company name/logo

Inside the Vehicle:

  • Car number
  • Driver record check certificate which includes driver’s name & photo identification (including driver number)
  • Taxi Bill of Rights
  • Fare and baggage charge information
  • Information on how to register a complaint
  • Taxi meter (some small communities have board approved flat rates and a meter is not a requirement)

Inside the Vehicle:

  • No information is required to be displayed in the vehicle, but specific information is required to be made available to passengers using the online platform (app)
  • Passenger must be able to access the following information on the online platform (app) prior to entering a ride-hail vehicle:
    • Driver’s first name
    • Driver’s photo
    • Vehicle make, model, colour, and B.C. licence plate number
  • There are other requirements respecting advance fare information, GPS tracking, and electronic receipts that must be made available to passengers via the online platform (app)

Register a Complaint

  • For immediate safety issues (e.g. impaired driving) call 911 immediately.
  • Other complaints should be directed to the taxi or the ride-hail company first.
  • If you are not satisfied with the response you can lodge a complaint with regulators by contacting Consumer Protection BC toll-free at 1-888-564-9963 or file a complaint on the website.