Taxi ride

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1Begin

2Service

3Way to travel

4Taxi journey that Kela or a municipality compensates

5Business traveller

6Defects in taxi rides

7Information about the object of complaint

8Demand regarding a defect of a taxi ride

9Claim for damages?

10Claim for damages

11Description

12Complainant

13Check

14Summary

The application helps you draw up a written complaint that you can send to the trader.

A few points about the process:

Progress: The Complaint Assistant will first ask you for information that can be useful in resolving your issue. You will be asked to provide your own description of the issue and your contact details at the end of the process. The end product will be a complaint letter, which you can then send to the trader.
Click on the Information button (i) for general information about your rights in these kinds of situations. If you want to learn more about your rights before filing a complaint, there are instructions and information about consumer rights on our website (opens link in new tab).

Case you are complaining about

Hidden

Service and counterparty

Service

Information about the counterparty

Counterparty

Place of purchase

What option describes your role in a taxi ride?

What option describes your role in a taxi ride?*

Consumer (self-paid)

Kela or a municipality compensates

Business traveller

Kela or a municipality compensates

If you have made a taxi journey that Kela or a municipality compensates and there were defects in the service, you can contact the service provider (e.g. the dispatch centre you ordered the journey from or the taxi driver) directly or you can contact the municipality organising the service or Kela in accordance with separate instructions provided by them.

Please note that e.g. Kela’s decision includes instructions for appeal that must be followed when filing a complaint regarding the compensation decision.

> Kela

Business traveller

If you are a business traveller, meaning someone else (your employer, company etc.) has paid for your journey, your primary contact is the taxi operator you have been dealing with.

Any contractual relationships between companies, which also include taxi journeys paid by a company or an employer, must primarily be clarified between the companies.
You should contact the taxi operator as soon as possible and specify the content of the complaint and any demands related to compensation.

If the parties cannot reach an agreement, the dispute can be submitted to be resolved by a competent court of law.

Click “Next” to continue filing a complaint.

Defects in taxi rides

Choose one or more options

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Defects in taxi rides

Choose one or more options

In my view there is a defect, because:*

Journey price and payment

Service availability and accessibility

Passengers with reduced mobility

The service was not provided professionally and diligently

Journey price and payment

Price differed from what was agreed

Pricing was unclear

The choice of route increased the price

Payment was restricted to cash only

Payment was restricted to cards only

The payment method was otherwise restricted

The price for supplementary services was unreasonable

Service availability and accessibility

The taxi did not arrive at the agreed time

The taxi did not come at all

No taxis were available

A wheelchair or otherwise accessible taxi was not available

The required type of taxi was not available

Passengers with reduced mobility

There was no information about the services available

The car was not equipped as agreed

The driver could not cater to someone with special needs

The price for supplementary services was unreasonable

It was unsafe or difficult to get in or out of the car

Riding in the car was unsafe or uncomfortable

The service was not provided professionally and diligently

No information about the licence holder and driver was displayed

The driver’s behaviour was unprofessional

The driver drove in an unsafe manner

The driver’s knowledge of the local area was lacking

The driver was not in a proper condition to drive

The service did not otherwise match what was promised

Information about the object of complaint

Hidden

Information about the object of complaint

Taxi ride destination

Order number

Price

Journey ordered

Actual time of departure

Päivämäärä ja kellonaika

Departure point of the trip

Payment method

If you paid with a credit card, you can request a refund from the seller but also from your credit provider. You can to turn to your credit card provider for financial compensation for example in the following cases: the purchase has been invoiced incorrectly, the service have a defect for which the seller is liable and which the company does not agree to refund. The credit card provider is not liable to return any sum greater than that originally paid to the The credit card provider.

If you paid with a debit card, you may also demand compensation from the card company if the card company’s terms and conditions specify this.

I am a business traveller and purchased the ride in the name of the company

If you are a business traveller, meaning someone else (your employer, company etc.) has paid for your journey, your primary contact is the taxi operator you have been dealing with.

Any contractual relationships between companies, which also include taxi journeys paid by a company or an employer, must primarily be clarified between the companies.

You should contact the taxi operator as soon as possible and specify the content of the complaint and any demands related to compensation.

If the parties cannot reach an agreement, the dispute can be submitted to be resolved by a competent court of law.

What is your claim?

Hidden

Demand regarding a defect of a taxi ride

What is your claim?*

I demand a discount

Consumers can usually demand a price reduction based on a defect in taxi services, because the primary compensation methods of rectification of a defect or delivery of non-defective services are not necessarily appropriate in the context of taxi services. The price reduction must be proportionate to the defect.

The consumer is not obliged to accept a gift voucher in lieu of a price reduction.

If the defect is essential and cannot be compensated with a price reduction, the final compensation method is to cancel the contract.

I demand that the agreement be cancelled

A contract can usually be cancelled if the defect or delay is essential. Passengers can cancel the contract before or after the journey.

Before the journey

If there are weighty reasons to assume that the service will have an essential defect, the customer has the right to cancel the contract for those parts that have not yet been delivered.

If there are weighty reasons to assume that there will be an essential delay in the service, the contract can be cancelled with immediate effect and the passenger has no obligation to pay for the service.

After the journey:

Passengers can cancel the contract after the journey if other consequences cannot be considered to be reasonable from the perspective of the passenger.

I demand that the agreement be cancelled and compensation for damages

A contract can usually be cancelled if the defect or delay is essential. Passengers can cancel the contract before or after the journey.

Before the journey

If there are weighty reasons to assume that the service will have an essential defect, the customer has the right to cancel the contract for those parts that have not yet been delivered.

After the journey:

Passengers can cancel the contract after the journey if other consequences cannot be considered to be reasonable from the perspective of the passenger

Compensation for damage can be claimed for costs incurred as a result of a defect or delay.

Compensation may be demanded for both direct and indirect damages.

Direct damages include, for example, reasonable costs incurred from actions related to clarifying the defect, such as phone charges.
Indirect damages include damages incurred as a result of the service not being delivered, such as costs related to other contractual obligations (e.g. costs related to missing a connecting flight) or compensation for loss of income. Compensation for indirect damages will only be provided if the damages were due to negligence on the company’s part.

You must be able to present a receipt or other reliable proof of the costs incurred.

Damages cannot be claimed for inconvenience, emotional distress or time wasted.

Hidden

Amount of discount sought

The amount of discount sought in euros

Do you want to claim damages for costs incurred as a result of the default/delay?

Vaaditko vahingonkorvausta

Yes

Compensation for damage can be claimed for costs incurred as a result of a defect or delay.

Compensation may be demanded for both direct and indirect damages.

Direct damages include, for example, reasonable costs incurred from actions related to clarifying the defect, such as phone charges.
Indirect damages include damages incurred as a result of the service not being delivered, such as costs related to other contractual obligations (e.g. costs related to missing a connecting flight) or compensation for loss of income. Compensation for indirect damages will only be provided if the damages were due to negligence on the company’s part.

You must be able to present a receipt or other reliable proof of the costs incurred.

Damages cannot be claimed for inconvenience, emotional distress or time wasted.

Claim for damages

Postal expenses

Travel expenses

Phone expenses

Other expenses

Total

I will complete my claim as the damage becomes more accurate.

Information about damages

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Description

Brief description of the grievance:

Complainant

Hidden

Contact information

Name

Address

Postal code

Post office

E-mail address

Phone number

You need to send your complaint to the counterparty yourself

Accessing your complaint

Click on the “Next” button at the bottom of this box to view your complaint, which you can then send to you email address or download or print out.

If the email does not appear in your inbox, check your junk mail folder and other folders. You can also search for the message in folders with the word "complaint". The email may arrive after a delay of a few minutes.

You can edit the content by going back by pressing "Back".

Filing your complaint

You need to send your complaint to the counterparty yourself. The complaint assistant is simply a tool and cannot file your complaint on your behalf. You can file your complaint by

emailing it to the counterparty.
copying the information into the seller’s complaint form on their website.
printing out the complaint and sending it by post.

Complaint

{summary}

I await an answer within two weeks. Thereafter I may choose to contact the consumer advice.

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