My taxi driver refuses to take me: why? Justified reasons and what to do

If a taxi driver refuses to take you, there has to be a justified reason. The taxi is a public service and, as a general rule, the driver of a free taxi is obliged to take whoever requests it. Taxi regulations allow a refusal in specific cases: more passengers than permitted, a passenger who is clearly drunk or under the influence of drugs, luggage that does not fit or could damage the vehicle, a destination or road that poses a risk, or a request from the authorities, among others. Outside those cases, the refusal is not justified and you can complain.

In Madrid, these situations are governed by the City Council's Ordenanza del Taxi (taxi bylaw). We explain the reasons in general terms; for the exact, up-to-date detail, that bylaw is the reference.

Too many passengers

Every taxi has a maximum number of authorised seats. If you want more people to get in than are allowed, the driver must refuse: it is a matter of safety and insurance. The solution is to ask for two vehicles or a 7-seater taxi if you are a group.

A drunk passenger or one under the influence of drugs

The driver can refuse a person who is clearly drunk or intoxicated, unless it is a situation of serious need for their health, in which case the right thing to do is to call the emergency services.

Luggage that does not fit or could damage the vehicle

A taxi carries the passenger's luggage, but only what fits in the boot and without risk of damage. We explain it in luggage in taxis.

A risk to safety

A destination along roads in poor condition, violent or threatening behaviour by the customer or any situation that endangers the driver, the passengers or the vehicle justifies a refusal.

A request from the authorities

If the police or security forces require the taxi for a service, that takes priority.

Pets that are not assistance animals

The driver cannot refuse guide dogs and assistance dogs. With other pets, accepting them or not is usually their decision; we tell you more in can I travel with pets in a taxi?.

• The journey being short or not very profitable for the driver.
• Your appearance, origin, age, language or any personal characteristic: that is discrimination.
• A disability or being accompanied by an assistance dog.
• Wanting to pay by card: in Madrid, taxis must accept that method of payment.
• The destination not suiting them because of their hours or their area, if it is within what they have to cover.

At the time, the most useful thing is to stay calm and take down the details:

1. Ask for the reason politely. Sometimes there is an objective reason (the luggage does not fit) and you just need to find another vehicle.
2. Note down the licence number and the registration, both visible on the vehicle, along with the date, time and place.
3. Look for witnesses if there are any, or put it in writing as soon as possible.
4. If there are officers nearby (for example, at a supervised taxi rank), you can tell them there and then.
5. File a complaint with Madrid City Council, which regulates the taxi service in the city.

The rules work both ways: the driver has rights that are also worth knowing, and we explain them in taxi drivers' rights. For a full picture of what is allowed and what is not, see what a taxi driver can and cannot do.

The taxi ranks at major stations and at the airport account for many of the doubts, because very different journeys mix there:

• A short journey from the rank: the driver whose turn it is should not refuse you because your destination is close. If they do, take a note of the licence.
• A group that does not fit: if there are more of you than the vehicle allows, the refusal is correct. The practical thing is to split the group between two taxis or book a large vehicle.
• A pushchair, a wheelchair or a pair of skis: if the item does not fit safely, the driver may tell you that you need another vehicle; the reasonable thing is for them to help you find an alternative.
• A passenger who feels unwell: if there is a serious health situation, the right thing is to call 112 or the airport or station assistance services.

Most refusals happen when you hail a taxi in the street or at a rank, when the driver finds out at that moment how many of you there are, how much luggage you have or that an animal is travelling. Booking changes the picture: when you request the taxi you state the passengers, suitcases, child seats or pets, and the assigned vehicle arrives prepared.

• Book in advance with online airport taxi booking and see the fixed fare before you confirm.
• If it is for today or you have a question, message us on WhatsApp or call 911 76 00 81; with less than 2 hours' notice, phoning is better.
• For groups of 5 or more people, ask for a 7-seater vehicle straight away.