'Taxi crash meant we missed ABBA - what are our rights?'

Sky News

07-05-2025

Every Tuesday we ask an expert to answer your financial problems or consumer disputes. Today, we are tackling this issue sent to us by Debbie from Norwich.
My sister and I were due to see ABBA Voyage but missed my train because another car hit our taxi and they couldn't get me to the station in time. I have asked them to compensate me but they won't - what are my rights?
The Money team says...
Passengers who hire a taxi or pre-book a private hire vehicle (such as an Uber) in the UK have certain rights under consumer law.
These include the right to only be charged the fare on the meter, for the driver to go the shortest route possible, and not to have to share a taxi with other people without your permission, among others.
But things get trickier with lateness.
Consumer expert Helen Dewdney, aka The Complaining Cow, says that, in theory, if a booked taxi arrives late, then that would constitute a breach under the Consumer Rights Act 2015.
However, she notes there is a "requirement to be reasonable", and anyone needing to use a taxi as transport should allow enough time when they make the booking for things that could cause an issue, such as bad traffic.
"In the unlikely event that you could not book another taxi, you could claim consequential loss and go through the small claims court," she says.
"However, in reality, when you go to court, the decision is made on what the average person deems as reasonable," she says.
Dewdney adds that if the conditions were outside the taxi driver's control, such as heavy traffic or an accident, "you couldn't possibly blame the taxi firm and so you could not claim".
Taxis in England are regulated by local councils outside of London, and by Transport for London in the capital.
Anyone wanting to make a complaint is usually urged to get in touch with the taxi provider in the first instance, but complaints can be made directly to the council if unsuccessful.
It's unclear, though, if this would result in any refund or compensation - so the overriding message is to allow plenty of time for the taxi to be late or order another if necessary.
There is one more potential avenue in this case due to the reason for the lateness - a crash.
It could be that you're able to claim compensation via the at-fault driver's insurance company. The Association of British Insurers has more details here.