Booking & Managing Your Trip request

👉 How to request a trip

👉 Can I book a car without a specific destination?

👉 How to make a detour or add stops during my trip

👉 How to make a pre-booking

👉 Can I order a trip for someone else?

👉 How to cancel my trip or pre-booking

How to request a trip

Booking is easy! Just follow the next steps:

1. Check your location accuracy or enter your pick-up address. Be cautious with autofill; manually enter if needed. Adjust the pick-up point by dragging the pin if necessary
2. Enter the destination and double-check the address and postcode for accuracy
3. Swipe up to see the nearest car distance and select your preferred fleet: fixed price (Ride - PHV) or estimated fare (Taxi - Black Cab)
4. Order your ride! Track your trip on the live booking page

Once the booking has been accepted, you'll see the driver's name, vehicle type, registration number and distance. You'll be notified as soon as the driver arrives.

Can I book a car without a specific destination?

Booking without a specific destination will vary depending on the fleet:

• Taxi (Black Cab)

Taxi (Black Cab) fares are calculated via a meter, they can be booked on the FREENOW app without entering a destination. This is due to the total fare being calculated at the end of the trip.

• Ride (PHV)

Ride (PHV, private car) trips operate on fixed fares, so a destination address is required at the time of the initial booking.

How to make a detour or add stops during my trip

To make a change in your destination while travelling, let your driver know via the app:

1. Tap 'Change drop-off' at the bottom of the live booking screen
2. Enter your new drop-off. The fare will be recalculated and a new quote will be displayed based on the updated details.
3. Tap 'Confirm new fare' and your drop-off address will be successfully changed

Note: If the new fare is higher than the original fare, your bank will create a second hold to cover the difference, or cancel the original hold and create a new one for the revised amount. This will depend on your bank provider. Find more on Temporary Holds & Pending Transactions.

How to make a pre-booking

You can book a taxi/ride at least 30 minutes to 4 days in advance.

1. Open the app and select the 'Reserve' icon
2. Enter your 'Pickup' and 'Dropoff' destination
3. Choose a pickup date and time*
4. Select the service that suits your needs
5. Check that all the information is correct (pickup & dropoff destination, payment method, date and time). To change the date or time, click 'Edit'
6. Press 'Pre-book Ride' and confirm your order!

*Has the date been changed? If so, there are no vehicles available for the requested time slot. Simply change the time of your booking by 5 to 10 minutes.

• How will I know when my pre-booking is on its way?

On advance bookings, driver assignments may take longer than immediate trips. We cannot assign pre-booking, so it is not possible to know when or who will do it. It's up to the driver to accept the service.

Your request will then appear as 'Accepted', but it doesn't mean you have a driver yet. As soon as this happens, you will receive a notification. Make sure it says "Confirmed". The details of the driver and vehicle will appear 15 minutes before the time of the booking. Once the driver starts their trip to your pick-up point, you can see it on the map like in a normal booking.

• How to change my pre-book date and time details

This is only possible if no driver has yet accepted your request. Once accepted, you must cancel the pre-booking and send a new order.

To edit the date and time of your travel request, follow these steps:

1. Click on the 'Bookings' tab in the top left corner of the main screen
2. Select the booking you wish to edit
3. Click on its details and select 'Edit pickup time or day'
4. Confirm the changes

In case you need to edit the pickup point or destination, you will need to cancel it and send a new request. 

Can I order a trip for someone else?

Yes, you can order a ride on behalf of someone and track the service via the live booking page. Simply book the trip from your FREENOW account (the fare will be debited to your account) and make sure to manually enter the pick-up point.

Also, contact the driver assigned to let him/her know and share the driver/vehicle information with the passenger to make things easier.

How to cancel a trip or pre-booking

• Cancelling your trip

Cancel your trip free of charge within 2 minutes of your request:

1. Click on 'Cancel Request' at the bottom of the order screen
2. Confirm your cancellation by selecting the most relevant reason for your cancellation

• Cancelling your pre-booking