Customer care, conflict and personal safety: questions and answers

1. A passenger has heavy shopping bags. What is good customer care?

1. Wait in the car until they have finished
2. Offer to help load them into the vehicle (correct answer)
3. Open the boot from inside and stay seated
4. Tell them to be quick because you are busy

Answer: B. Offer to help load them into the vehicle. Helping with luggage is good service, and councils' conditions expect it: Nottingham, Sefton and Wolverhampton all tell drivers to give reasonable help with luggage. Nottingham driver conditions (Conduct of Driver); Sefton Handbook, Part 2(e); Wolverhampton Licensing Policy, private hire driver condition 31

2. A passenger gets in. What is the best way to start the journey?

1. Start driving and ask them for the address later on
2. Ask them how much money they have
3. Keep talking on your phone
4. Greet them politely and confirm the destination (correct answer)

Answer: D. Greet them politely and confirm the destination. A polite greeting and confirming the destination prevents mistakes and disputes later. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

3. Why is it a good idea to make eye contact when a passenger gets in?

1. It lets you decide what fare to charge
2. It is a legal duty for all licensed drivers in the UK
3. It builds trust and shows you could identify them (correct answer)
4. It helps you see if they have luggage

Answer: C. It builds trust and shows you could identify them. The Wolverhampton safety booklet says eye contact helps build a relationship and tells the passenger you could identify them. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

4. A passenger asks you to turn off the radio. What should you do?

1. Turn it off politely (correct answer)
2. Turn it down a little only
3. Explain that it is your car
4. Ask them to pay extra for silence

Answer: A. Turn it off politely. The journey is for the passenger. Councils' conditions, such as Nottingham's and Sefton's, say you may not play a radio or music without the passenger's consent. Nottingham driver conditions (Conduct of Driver); Sefton Handbook, Part 2(e); Wolverhampton Licensing Policy, private hire driver condition 41

5. Which of these shows a professional appearance?

1. Any clothes you like, as long as the car is clean
2. Sports kit, so you are comfortable
3. A badge kept in the glovebox
4. Clean, tidy clothes and your badge as required (correct answer)

Answer: D. Clean, tidy clothes and your badge as required. Councils expect drivers to be clean and tidy (Nottingham: "clean and respectable" in dress) and to wear or display their badge as their licence conditions say. Nottingham driver conditions (Conduct of Driver); Wolverhampton Licensing Policy, private hire driver conditions 15 and 39; Leicester Driver Guidance Notes

6. A passenger says they want to complain about you. What should you do?

1. Stay calm and tell them how to complain (correct answer)
2. Argue until they agree with you
3. Refuse to give them your details
4. Ask them to leave the vehicle at once

Answer: A. Stay calm and tell them how to complain. Stay calm and do not raise your voice. Passengers can complain to the operator or the council: Wolverhampton publishes a taxi complaints line, and Sefton operators must tell complainants they can take it to the council. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers (If a problem arises); Wolverhampton Licensing Policy, section 1 (Feedback on licensees); Sefton Handbook, Part 4(o)

7. A passenger asks you to take a longer, scenic route. What should you do?

1. Refuse and take the quickest way
2. Agree it and explain the fare may be higher (correct answer)
3. Take it, but do not mention the higher fare to them
4. Ask them to pay the whole fare now

Answer: B. Agree it and explain the fare may be higher. Agree the route and explain the cost before you set off, so there is no dispute at the end. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

8. You are running late for a booked pick-up. What should you do?

1. Say nothing and hope they still wait
2. Cancel the booking without telling anyone
3. Let the operator or passenger know (correct answer)
4. Drive faster than the speed limit

Answer: C. Let the operator or passenger know. Councils require drivers to attend bookings punctually (Leicester, Wolverhampton). If you are delayed, telling the operator or passenger is the professional step. Never speed to make up time. Leicester Driver Guidance Notes (attend bookings punctually); Wolverhampton Licensing Policy, private hire driver condition 30

9. A journey has ended. What should you do before you drive away?

1. Check they have all their belongings (correct answer)
2. Start the meter ready for the next fare
3. Lock the doors at once
4. Switch off your safety light

Answer: A. Check they have all their belongings. Wolverhampton's conditions say to make sure passengers leave with their belongings and to search for lost property after each journey. Sefton also requires a search after every hiring. Wolverhampton Licensing Policy, private hire driver conditions 47 and 48; Sefton Handbook, Part 2(e)

10. A passenger starts shouting at you. What should you do first?

1. Shout back so they know you are in charge
2. Stay calm and keep your voice level (correct answer)
3. Stop the car and get out to face them
4. Turn the music up loudly

Answer: B. Stay calm and keep your voice level. The safety booklet says stay professional and calm, and do not raise your voice. This can stop things getting worse. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

11. Which body language helps to calm an angry passenger?

1. Arms folded tightly and looking away from them
2. Pointing your finger at them
3. Open hands and steady eye contact (correct answer)
4. Standing very close to them

Answer: C. Open hands and steady eye contact. Keeping your hands visible and open and keeping eye contact is non-threatening and can defuse a situation. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

12. What is a pre-arranged code word used for?

1. Unlocking the card machine at the end of a fare
2. Telling the passenger the fare
3. Logging off at the end of a shift
4. Getting help from your control room secretly (correct answer)

Answer: D. Getting help from your control room secretly. Agree a code word with your control room so you can call for help without making a threatening passenger suspicious. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

13. A passenger becomes violent and you feel in immediate danger. What should you do?

1. Park, use your horn and lights, and call 999 (correct answer)
2. Keep driving to the destination
3. Drive faster to scare them
4. Wait until the end of your shift to report it

Answer: A. Park, use your horn and lights, and call 999. If in danger, park and use your horn and lights to attract attention, and get help by calling 999. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

14. If you feel in danger while driving, where is the best place to go?

1. A quiet country lane
2. A brightly lit, busy place (correct answer)
3. An empty car park
4. Your own home

Answer: B. A brightly lit, busy place. Busy, well-lit places are safer and are often covered by CCTV. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

15. A passenger is rude and refuses to pay. Can you lock them in and drive to a police station?

1. Yes, if the fare is over £20
2. Yes, if you tell them first
3. No, you must never lock a passenger in (correct answer)
4. Yes, if the police station is close

Answer: C. No, you must never lock a passenger in. Locking passengers in your vehicle can lead to arrest and a charge of false imprisonment. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

16. You drive a purpose-built taxi with a screen. A group outside is threatening you. What is usually safer?

1. Get out to protect the paintwork
2. Open the doors to talk to them
3. Get out and lock the doors behind you
4. Stay inside your cab and call for help (correct answer)

Answer: D. Stay inside your cab and call for help. In a purpose-built taxi with a screen you are likely to be safer staying in the cab. Never risk your safety to protect the vehicle. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

17. A passenger is sick in your vehicle. What should you do about a soiling charge?

1. Charge whatever amount you think is fair for the clean
2. Only charge what your council's rules allow (correct answer)
3. Keep the passenger's phone until they pay
4. Add it to the next passenger's fare

Answer: B. Only charge what your council's rules allow. For hackney carriages, the council can fix "all other charges in connection with the hire" in its table of fares. Hertsmere's 2025 table, for example, sets £50 for soiling. Only charge what your council allows. LG(MP)A 1976, s.65(1); Hertsmere Hackney Carriage Table of Fares (2025)

18. Why does working at night carry more risk?

1. Fares are higher, so passengers complain more
2. The roads are busier than in the day
3. Many passengers have been drinking (correct answer)
4. Councils do not check drivers at night

Answer: C. Many passengers have been drinking. The booklet says night work carries the most risk of violence, as many passengers have been drinking. Make sure you are not tired. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

19. After a threatening incident, what should you do?

1. Write it down and report it to the police (correct answer)
2. Forget about it if nobody was hurt this time
3. Post about it on social media
4. Look for the person yourself later

Answer: A. Write it down and report it to the police. Note descriptions such as clothes and accent, and report it even if the police cannot act at once. It helps them plan. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

20. How can you reduce the amount of cash in your vehicle?

1. Keep all your takings in one bag on the seat
2. Only accept cash so you are paid at once
3. Count your money where passengers can see
4. Take card payments and drop off cash often (correct answer)

Answer: D. Take card payments and drop off cash often. The booklet says carry as little cash as you can, use contactless payments, and drop off cash during your shift. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

21. A passenger asks, "Busy night?" What is the safest answer?

1. Say yes, and that you have taken a lot of money
2. Show them your takings
3. Say you have only just started your shift (correct answer)
4. Tell them where you keep your money

Answer: C. Say you have only just started your shift. Never say business is good. This could tell someone you have a lot of cash. You could say you have just started. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

22. Where is the best place to keep cash in your vehicle?

1. In the door pocket next to you
2. On the dashboard
3. In a bag on the front seat
4. Hidden in a secure box (correct answer)

Answer: D. Hidden in a secure box. Keep cash hidden from view in a secure box, and try to hide it in several places until you can bank it. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

23. A fare makes you feel unsafe. What does the safety advice say?

1. Always accept it, as refusing is never allowed
2. Trust your instincts and refuse it (correct answer)
3. Accept it but charge a higher fare
4. Ask another passenger to come with you

Answer: B. Trust your instincts and refuse it. The booklet says always trust your instincts and refuse a fare if you have doubts about your safety. Never refuse for a discriminatory reason. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

24. You arrive to collect a fare. How far should you open your window to talk?

1. Just enough to speak to them (correct answer)
2. All the way down
3. Not at all; shout through the glass
4. Open the door instead

Answer: A. Just enough to speak to them. Only open the window enough to speak without people being able to reach inside. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

25. Should your doors be locked while you drive around between fares?

1. Yes, until you are ready to accept the fare (correct answer)
2. No, passengers need to be able to get in quickly
3. Only when it is raining
4. Only after midnight

Answer: A. Yes, until you are ready to accept the fare. Keep the doors locked while driving around. Unlock them when you have checked the passenger and are ready to accept the fare. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

26. As a private hire driver, what should you check before a passenger gets in?

1. That they have the right money in cash
2. That they will give you a good rating
3. That they live in your area
4. That they are the booked passenger (correct answer)

Answer: D. That they are the booked passenger. Confirm it is the correct booked passenger and the destination. This protects them and you. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

27. Which item should you not keep in the passenger area of your vehicle?

1. A spare phone charger
2. A wheel brace (correct answer)
3. A torch
4. A notepad and pen

Answer: B. A wheel brace. Items like wheel jacks could be used against you, and could be illegal. Keep tools secure in the boot. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

28. Why is it useful to carry a spare vehicle key?

1. So passengers can open the boot themselves
2. So you can lend the car to friends
3. In case an attacker throws your keys away (correct answer)
4. So you never need to lock the car

Answer: C. In case an attacker throws your keys away. The Wolverhampton booklet says carry a spare key in case an attacker throws your keys away. It also suggests a phone and charger, a torch, a notepad and a personal alarm. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

29. How can CCTV in your vehicle help you?

1. It lets you watch passengers at home later
2. It can deter violence and give evidence (correct answer)
3. It means you no longer need insurance
4. It allows you to charge higher fares

Answer: B. It can deter violence and give evidence. CCTV has been shown to reduce threats against drivers and means it is not just your word against theirs. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

30. You are taking a passenger far into the countryside. What can help prevent a fare dispute?

1. Agree the fare before you set off (correct answer)
2. Turn the meter off to keep it cheap
3. Ask for payment only at the end
4. Choose the longest route

Answer: A. Agree the fare before you set off. Agreeing the fare first reduces the risk of a dispute later, when you may be in an isolated place. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

31. You need to change route because of road works. What should you do?

1. Change route and say nothing
2. Charge extra for the new route
3. Ask them to get out and walk the rest of the way
4. Tell the passenger and check they agree (correct answer)

Answer: D. Tell the passenger and check they agree. If you need to change route on the way, explain why and confirm the passenger agrees. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

32. A passenger runs off without paying. What should you do?

1. Run after them to get the money
2. Drive after them on the pavement
3. Let them go and report it to the police (correct answer)
4. Wait outside their house until they come back

Answer: C. Let them go and report it to the police. Do not chase a passenger who owes you a fare. Your safety is more important than the money. Report it on 101. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

33. Many violent incidents with drivers start from what?

1. Fare disputes (correct answer)
2. Music choices
3. Seat belt checks
4. Air conditioning

Answer: A. Fare disputes. The booklet says many violent incidents arise from fare disputes, so be ready to explain how the fare is worked out. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

34. You find a phone left on the back seat. What should you do?

1. Keep it for yourself if nobody calls within an hour
2. Sell it to cover your time
3. Give it to the next passenger
4. Follow your council's lost property rules (correct answer)

Answer: D. Follow your council's lost property rules. Councils set their own lost property rules. Nottingham and Leicester say take it to the police within 24 hours; Sefton says 48 hours; Wolverhampton says report it to the operator. Nottingham driver conditions (Lost Property); Leicester Driver Guidance Notes; Sefton Handbook, Part 2(e) and byelaw 19; Wolverhampton Licensing Policy, private hire driver condition 48

35. True or false: you may keep lost property if the owner does not contact you within one day.

1. True
2. False (correct answer)

Answer: B. False. False. Lost property is not yours. Councils' rules say to hand it in, for example to the police within 24 hours in Nottingham or 48 hours in Sefton. Nottingham driver conditions (Lost Property); Sefton Handbook, Part 2(e) and byelaw 19

36. A passenger says the fare is too high. What should you do first?

1. Tell them to pay or you will call your friends
2. Refuse to let them leave
3. Calmly explain how the fare was worked out (correct answer)
4. Double the fare to teach them a lesson

Answer: C. Calmly explain how the fare was worked out. Be ready to explain the fare structure. Staying calm and clear often ends the dispute. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

37. There are several routes to a passenger's destination. What should you do?

1. Take the longest one
2. Ask which route they prefer (correct answer)
3. Take the one that passes your home
4. Take any road and say nothing

Answer: B. Ask which route they prefer. If there are several routes, confirm which one the passenger would like. This avoids complaints about the fare. Wolverhampton, Safety Tips for Taxi and Private Hire Drivers

38. A man phones and asks where you dropped off a woman last night. He says he is her partner. What should you do?

1. Tell him, as he says he is her partner and is worried
2. Do not give out any passenger information (correct answer)
3. Give him the street but not the number
4. Ask him to pay first, then tell him

Answer: B. Do not give out any passenger information. Where a passenger went is personal data. It must only be used for the purpose it was collected for and kept secure. Wolverhampton's CCTV policy, for example, shares data only for a lawful reason such as a formal police request. ICO, A guide to the data protection principles (purpose limitation; integrity and confidentiality); Wolverhampton Taxi CCTV Policy, Sharing Data

39. Is it OK to share a passenger's details or photo on social media?

1. Yes, if they are famous
2. Yes, if you blur the number plate
3. No, keep passenger information private (correct answer)
4. Yes, if you do not say their name in the post

Answer: C. No, keep passenger information private. Passenger details and images are personal data and must be kept secure. Wolverhampton's CCTV policy bans uploading CCTV or dashcam footage to social media and calls it a breach of data protection law. ICO, A guide to the data protection principles (integrity and confidentiality); Wolverhampton Taxi CCTV Policy, Sharing Data

40. CCTV is fitted in your vehicle. What must passengers be told?

1. Nothing, as it is your vehicle
2. Only if they ask you directly
3. Only if it records sound
4. That CCTV is in use (correct answer)

Answer: D. That CCTV is in use. The DfT standards say all passengers must be made fully aware if CCTV is operating in a vehicle. DfT Statutory Taxi and Private Hire Vehicle Standards, 7.2 and CCTV annex

41. When should a taxi CCTV system record sound?

1. Only when someone switches it on (correct answer)
2. All the time, on every journey
3. Only when the driver is out of the car
4. Only on journeys after dark

Answer: A. Only when someone switches it on. The DfT says audio recording must not be continuously active by default and should be started by a switch or button. Check your council's CCTV policy too. DfT Statutory Taxi and Private Hire Vehicle Standards, 7.2 and CCTV annex

42. Who can normally view recordings from a council-approved taxi CCTV system?

1. Any other driver who shares the vehicle with you
2. The police or the council, for a proper reason (correct answer)
3. Anyone who asks the operator
4. The driver's friends and family

Answer: B. The police or the council, for a proper reason. Recordings should be secure and only seen by those with a legitimate reason, such as the police investigating a crime or the council investigating a complaint. DfT Statutory Taxi and Private Hire Vehicle Standards, 7.2 and CCTV annex

43. A parent with a 2-year-old hires your taxi. There is no child seat. Where must the child sit?

1. In the front seat, with an adult belt
2. On the parent's lap in the front
3. In the front seat, without a seat belt
4. In a rear seat, without a seat belt (correct answer)

Answer: D. In a rear seat, without a seat belt. In a taxi or PHV with no correct child seat, a child under 3 can travel without one, but only in a rear seat and without a seat belt. GOV.UK, Child car seats: the rules

44. A 6-year-old is travelling in your PHV and there is no child seat. Where must they sit?

1. A rear seat, with an adult seat belt (correct answer)
2. Any seat, without a seat belt
3. The front seat, with an adult seat belt
4. They cannot travel in the vehicle at all

Answer: A. A rear seat, with an adult seat belt. If the driver does not provide the right child seat, a child aged 3 or over must travel in a rear seat wearing an adult seat belt. GOV.UK, Child car seats: the rules

45. True or false: in a taxi with no child seat, a child under 3 may sit in the front seat.

1. True
2. False (correct answer)

Answer: B. False. False. Without the correct child seat, children can travel only in a rear seat. GOV.UK, Child car seats: the rules

46. A parent brings their own rear-facing baby seat and wants it in the front. What must happen first?

1. The seat must face forwards instead
2. The parent must sign a form
3. The front airbag must be switched off (correct answer)
4. The driver must move the seat back fully

Answer: C. The front airbag must be switched off. GOV.UK says you must deactivate any front airbags before fitting a rear-facing baby seat in a front seat. GOV.UK, Child car seats: the rules