Hailo Ireland

Driver Migration FAQs

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Frequently Asked Questions

 

  1. Why is Hailo merging with mytaxi?
  2. What should I say to Hailo customers?
  3. What is changing for drivers and when?
  4. How will I get set up on mytaxi?
  5. Once I’m set up on mytaxi – what happens next?
  6. What should I do now – before I get set up on mytaxi?
  7. Will commission be changing with mytaxi?
  8. Where can I download the mytaxi app?
  9. When is the Hailo brand going to disappear?
  10. How will payments work on mytaxi?
  11. Will Priority Driver exist on mytaxi?
  12. Does Prebook exist on mytaxi?
  13. Will there be a feature similar to ‘Pay with Hailo’ on the mytaxi app?
  14. Will the ‘going home’ feature be on the mytaxi app?
  15. Will there be a Hailo+ service offered on the mytaxi app?
  16. What is the mytaxi Ambassador programme?
  17. Will there be an Exec service on mytaxi?
  18. Should I remove the Hailo branding from my car?
  19. Where can I get mytaxi stickers?
  20. Can I update my documents on mytaxi?
  21. I’m planning on changing my phone – what should I do?
  22. How do I contact you via mytaxi?
  23. I’d like to refer another driver to mytaxi, will this be possible?
  24. Are there going to be any changes to the scrub/cancellation fee process?
  25. Can I input tolls for mytaxi journeys?

 


Why is Hailo merging with mytaxi?

The mytaxi brand is the biggest and most recognisable taxi app in Europe. Overnight, we will be adding users from 9 countries and 50 cities to our pool of customers – meaning more jobs for drivers. As Europe’s largest taxi app we now have bigger marketing budgets so we can attract new passengers faster than ever before. We have a huge marketing campaign planned for the Irish launch so you can expect to be kept busy! Our driver fleet, our team and our values will remain the same which means we have an opportunity to make the mytaxi brand even better than Hailo in Ireland.


What should I say to Hailo customers?

Say nothing for now – other than you’re testing the new mytaxi app. The only customers who will be using mytaxi for the next few weeks were especially added to the testing programme by Hailo. As soon as we are ready to launch we will let passengers know.


What is changing for drivers and when?

Over the next number of weeks, we will be setting up all Hailo drivers on the mytaxi driver app.
We will be sending out all the information you need ahead of time – via post and by email. The process will be very simple and will only take a few minutes for drivers to complete.
Once you’re set up on the mytaxi driver app – all your details will be brought over automatically to the mytaxi system.


How will I get set up on mytaxi?

Getting set up on mytaxi is super easy. On the day in question, we will let you know. You will see a notification in your Hailo driver app. Tap on this to begin the migration process. The process involves a few short steps – and for a full guide on how to complete it – check out this link for Android users – and this link for iPhone users.


Once I’m set up on mytaxi – what happens next?

For the first few months – drivers will accept jobs from both the Hailo app and the mytaxi app at the same time – while we are moving our customers over to mytaxi. The two driver apps will work with each other automatically, making things simple. If you get a job on mytaxi – your Hailo app will automatically be set to busy and vice versa. You won’t need to constantly change your settings on both.


What should I do now – before I get set up on mytaxi?

Make sure all of your details are up to date in your Hailo app. If your licences are due to go out of date soon, upload the new documents and information ASAP.


Will commission be changing with mytaxi?

Rest assured! There will be no changes to the commission structure and it will remain at 12% for the foreseeable future.


Where can I download the mytaxi app?

When it’s time to download mytaxi – there will be a prompt from within the Hailo app to follow a link. This will allow you to download the mytaxi app with minimal fuss. All your details will transfer with it so it will be a relatively smooth process. Do not try and download mytaxi yet. All drivers should wait until prompted by Hailo. Drivers should not download the app before this.


When is the Hailo brand going to disappear?

There will be a period of months where we gradually move our customer base over to mytaxi. During this time, jobs will come in from both Hailo and mytaxi. We have a range of branding materials designed and as we get closer and closer to turning off the Hailo app, this will be reflected across all platforms. After this period ends, Hailo will be turned off, and 100% of jobs will come through mytaxi.


How will payments work on mytaxi?

On mytaxi, you will receive payment (and statements) once per week – the same as on Hailo.

mytaxi driver statements will look slightly different to Hailo statements, but all the same information is in there. The only difference is, for the first couple of months, manually adjusted payments such as cancellation fees will be paid monthly rather than weekly. After a couple of months, they will also be paid weekly.


Will Priority Driver exist on mytaxi?

Priority Driver will exist on mytaxi, the same as it does on Hailo. There is a button on the mytaxi homepage – same as in Hailo – where you can tap to learn what are the peak times etc.


Does Prebook exist on mytaxi?

Yes! And it works almost the same as Hailo. More information to follow.


Will there be a feature similar to ‘Pay with Hailo’ on the mytaxi app?

With the new mytaxi app, there will now be a ‘Pay with mytaxi’ option. This is very similar to ‘Pay with Hailo’ – but better! This improved feature now makes it easier for drivers and passengers to connect ensuring a smoother payment process. More information to follow.


Will the ‘going home’ feature be on the mytaxi app?

The ‘going home’ feature will not be longer available on the mytaxi platform initially.


Will there be a Hailo+ service offered on the mytaxi app?

We will be contacting all our Hailo+ drivers in the coming weeks with more information.


What is the mytaxi Ambassador programme?

mytaxi driver ambassadors will display mytaxi branding on their cars and will receive a number of perks in return including an allocation advantage over other drivers. More info on the Ambassador programme will be shared in the coming weeks.


Will there be any change to the Exec service on mytaxi?

We will be contacting all our Exec drivers in the coming weeks with more information.


Should I remove the Hailo branding from my car?

In time, yes. We will be in touch in the coming weeks to advise drivers when to remove all Hailo branding from their vehicles.


Where can I get mytaxi stickers?

We will be sending out a starter pack to all drivers that will include mytaxi stickers, a driver user guide and a mytaxi set-up guide. You will receive this pack before you are due to get set up on mytaxi.


Can I update my documents on mytaxi?

As we will be migrating your documents from Hailo to mytaxi, we’re asking all drivers to make sure ASAP that all licence documents and profile information is up to date. Initially, drivers wont be able to update these on the mytaxi app. Drivers should continue to update their documents on the Hailo app – and let us know when you have done this so we can manually update your documents on the mytaxi system.


I’m planning on changing my phone – what should I do?

If you need to change your phone, or your contract renewal is coming up soon, please do so in the next 2 weeks. In order for both the Hailo and mytaxi app to work together, you must have both apps running on the same phone on which you originally installed mytaxi.


How do I contact you via mytaxi?

If you need to get in touch or send in feedback, you can do so by contacting dublin@mytaxi.com or sending feedback through the mytaxi driver app. Alternatively, you can call into the Driver Centre at 11 Mount Street Upper and a member of our Driver Support team will be happy to help.


I’d like to refer another driver to mytaxi, will this be possible?

With everything that’s going on over the migration, we will be putting a pause on refferal schemes and signing new drivers up. This of course will change the further into migration we are, but don’t worry – we’ll keep you informed!


Are there going to be any changes to the scrub/cancellation fee process?

This will stay the same as it is for Hailo. If a job is cancelled, you will need to send in feedback requesting a scrub fee and you will receive an email once this request has been processed. Drivers will be able to submit feedback via their jobs list in the mytaxi driver app, as with Hailo. To qualify, the following criteria must be followed:

Driver Cancellation where
– Arrived at the pickup location
– Attempted to phone the customer
– Waited at least 5 minutes
– Abandoned the job
– Travelled at least 10 minutes or 5km when the passenger cancels prior to or just at arrival to the job

Customer Cancellation
– Customer has cancelled after 5 minutes
– Driver has proceeded directly to the pickup location

Prebook Cancellation
– Prebook cancels within 30 minutes of the prebook pick up time

Initially, scrubs will now be paid on a monthly basis to drivers. This will change to weekly in the coming months once further development is complete.


Can I input tolls for mytaxi journeys?

Initially, there is no separate field to enter tolls at the take payment screen in mytaxi. As a result, drivers should include the toll value in the overall fare price entered into the app at the ‘take payment’ stage. We will be adding the functionality to enter tolls separately in future versions of mytaxi.

For all fares that include a toll, drivers should send feedback on the specific job, via the jobs list in their mytaxi app. Let us know how much the toll was – and we will schedule a refund of the commission taken on the toll. Toll commission will be paid back on a monthly basis initially.


 

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