We want you to be happy with your trip. If you are not, tell us. As a licensed taxi dispatch office we are obliged under the Danish Taxi Act to handle complaints about the trips we sell, and to be affiliated with an independent complaints board.
How to complain
Send your complaint to info@taxivago.dk or by post to Taxivago ApS, Sletvej 2E, 8310 Tranbjerg J, Denmark. You can also call +45 71 71 71 58, but we ask for the complaint in writing so we can handle it properly.
Please include:
- the date and time of the trip
- the pick-up address and destination
- the car number or the driver’s name if you have it, or attach the receipt
- what happened, and what you would like us to do
How we handle the complaint
You get a confirmation that we have received the complaint within 2 working days. We look into the trip using our trip records and hear the operator and the driver. You get a written answer no later than 10 working days after we received the complaint. If it takes longer, we tell you why and when you can expect an answer.
Details about your trip
Under the Danish Taxi Act you can, after a trip, request the time, the pick-up address and destination, the length of the trip, the price and which operator and driver carried out the trip. Write to us and we will send the details.
If you disagree with our answer
If you are a consumer and not satisfied with our decision, you can bring the case before the Danish Taxi Complaints Board (Klagenævnet for Taxi), the independent nationwide board for taxi travel. The board handles complaints about the price and the service of a taxi trip. Read more and file a complaint at taxiklage.dk.
Claims for injury or damage in connection with the trip are handled by the car’s statutory liability insurance. Complaints about our processing of your personal data can be sent to the Danish Data Protection Agency (Datatilsynet), see datatilsynet.dk.
Taxivago ApS · Sletvej 2E, 8310 Tranbjerg J, Denmark · CVR 42731676 · info@taxivago.dk · +45 71 71 71 58