Complaints

Something not right? Tell us.

Every complaint is read by a person at Ride-Now, logged under a reference you can quote, and answered in writing. Complaining is free and never affects your bookings.

Make a complaint

In danger, or an emergency? Call 112 or 999 now. A problem with a journey that is happening right now? Speak to your driver, or e-mail dispatch@ride-now.ie.

What you can complain about

Anything about a booking, a driver, a car or this website. These are the things people tell us most often. Tap the one that fits, and the form below is set up for it.

Left something in the car? That isn’t a complaint. E-mail dispatch@ride-now.ie with your booking reference, and we will find the car (lost property).

A good complaint, for example

You don’t need all of this, but the more we have, the faster we can put it right.

About
Late, or the car never came
Booking
RMFZ3K1QA7C2 · Friday 11 September, 5:30 am
Journey
Maynooth → Dublin Airport, Terminal 2
“The car arrived at 5:52, 22 minutes after the time I booked, and nobody rang to say it was running late. I made my flight, but only just. I’d like to know what went wrong, and a part-refund.”

Make a complaint

Fields marked * are needed. Your reference arrives by e-mail as soon as you send it.

Your complaint

0 / 4000

The journey if it was about one · all optional

On your confirmation or receipt e-mail.

About you

We use these details only to look into your complaint and answer it. Complaint records are kept for 6 years after they are closed, because we must be able to show them to the National Transport Authority. More in our Privacy Policy.

What happens next

1
Logged, with a reference. At once when you use this form; within 3 working days when you e-mail, phone or write.
2
Looked into fairly, wherever possible by someone who was not involved, using our booking records and the driver’s account.
3
A written answer within 10 working days, saying what we found and what we have done: an apology, a refund, or action with the driver.
4
Complex cases: within 20 working days, with updates in between, so you are not left waiting in silence.
5
Safety complaints are acted on straight away, including standing a driver down while we look into it.

Not happy with our answer?

Ask us to review it. Reply to our answer, or quote your reference. A senior person who was not involved in the first decision, our Complaints Officer or the Managing Director, will answer within 10 working days.

Go to the National Transport Authority (NTA). The NTA regulates taxis, hackneys and limousines. You may contact it at any time; you do not have to come to us first.

A crime, such as an assault or dangerous driving, should be reported to An Garda Síochána directly. Don’t wait for us.

Other ways to complain

E-mail
complains@ride-now.ie
Your receipt e-mail
Has a Have a complaint or a question? button. It already knows which journey you mean.

This page follows our complaints procedure, section 8 of our Terms of Service. It is available in an accessible format on request.