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Results of the Taxicard member consultation

The contracts for both the Taxicard and Dial-a-Ride services are up for renewal and we may make changes in the future that could affect users of the services.

For example, the service could change to use more black taxis and fewer private hire vehicles, or it could change to use more private hire vehicles and fewer black taxis.

Changes to the service may also impact upon the cost to users (or the number of trips available) availability of vehicles, waiting times and the nature of the service e.g. upgrading from a “kerb-to-kerb” to a “door-to-door” service.

Consultation phase

During March and April 2017, Taxicard users and representative organisations told us what they thought of the current service and how certain changes could affect their experience of using the service. We received over 15,000 responses to our online and paper questionnaire.

Read the full consultation report

Want more information?

You can find more detailed information about the new contract and why this could affect the service below. 

Why might the Taxicard or Dial-a-Ride services change?

The contracts for both the Taxicard and Dial-a-Ride services are due for renewal and, as part of the renewal process, we may make changes to the contracts that mean you see changes in the service you receive. Currently, the contracts are separate, but provided by a single company. TfL and London Councils plan to merge similar elements of the Dial-a-Ride and Taxicard services (advanced and as soon as possible (ASAP) bookings) in one contract and have a separate contract for street hailing.

To get the benefits from a merged contract, it might be necessary to align both how the service is delivered and the performance indicators used to measure success. This could mean that Taxicard users would see changes to the way in which the services are delivered.

Splitting off street hailing from the rest of the contract could also mean that this element of the service is provided by a different company to the advanced and ASAP bookings. Such a move might mean that more private hire vehicles are used to deliver the service, but it could also mean the opposite. Currently for Taxicard, 85-90 per cent of journeys are delivered by licensed black taxis, with 10-15 per cent provided by private hire vehicles.

Changes to the service may also impact upon the cost to members (or the number of trips available) availability of vehicles, waiting times and the nature of the service e.g. upgrading from a ‘kerb-to-kerb’ to a ‘door-to-door’ service.

Tell me a bit more about the contracts…

The current contracts for the Taxicard service and the Dial-a-Ride service were let separately by London Councils and Transport for London (TfL). London Councils and TfL are working together to jointly contract the services. By working together and increasing our bargaining power, London Councils and TfL believe we may be able to provide a better and more efficient service.

Why might a new joint contract affect my service?

A new joint contract with the providers of black taxis and private hire vehicles would affect Taxicard users because all their journeys are taken in either a black taxi or a private hire vehicle. The only part of the Dial-a-Ride service that would be affected would be those journeys provided using taxis or private hire vehicles. This makes up only a small proportion (6 per cent) of journeys. Most of the Dial-a-Ride service is provided using minibuses and this part of the service would remain contractually separate.

Who funds and runs Taxicard and Dial-a-Ride?

Taxicard is jointly funded by TfL and the London local authorities, and is administered by London Councils. Dial-a-Ride is wholly funded and administered by TfL.