NEW BLACK TAXI APP RULES: “Passengers reasonably expect that once a booking is accepted, the driver will attend” says Mayor of London
- Perry Richardson
- 3 hours ago
- 3 min read
The Mayor of London has said concerns about licensed taxi drivers repeatedly accepting app bookings and then cancelling them, potentially leaving vulnerable or disabled passengers stranded, should be reported to Transport for London (TfL) for investigation.
The issue was raised as a written question by Caroline Russell, a Green Party member of the London Assembly, who asked whether a cab driver behaving in that way would meet the standard of being a “fit and proper person” to hold a London taxi driver’s licence.
In his written response, the Mayor said taxi apps are not covered by the legislation governing taxis in London and that TfL therefore cannot regulate the apps themselves. He said the only parts of an app-booked taxi journey currently licensed and regulated by TfL are the driver, the vehicle and the fares set out in the London Cab Order.
The reply again points to a gap in London’s regulatory framework as more passengers use digital platforms to book black cabs. While the capital’s licensed taxi trade and private hire sector are both subject to regulation, the software platforms used by taxi drivers sit outside TfL’s direct control under the current legal structure.
Sir Sadiq Khan said passengers are right to expect a booked London taxi to turn up, while repeating calls for new laws to bring taxi apps used by black cabs under TfL regulation.
The Mayor said passengers “reasonably expect that once a booking is accepted, the driver will attend”, adding that this is “particularly important for vulnerable or disabled passengers who may be placed at risk if a driver fails to arrive”. The wording will be read closely by the trade, particularly given the reference to passenger safety and reliability where disabled users and those travelling alone may be most affected.
However, the response stopped short of setting out a direct test for whether repeated booking cancellations would automatically call a driver’s fitness to hold a licence into question. Instead, the Mayor said that where specific information is available about a driver acting in that way, it should be passed to TfL so the matter can be investigated further.
That leaves enforcement resting on evidence about individual driver conduct rather than any broader oversight of booking platforms. For drivers and app providers, the exchange is another sign that City Hall wants tighter legislative backing as booking technology becomes more embedded in the taxi market.
The Mayor’s answer also referred back to the 2025 Taxi and Private Hire Action Plan, in which TfL called on the Government to introduce legislation enabling it to regulate taxi app companies. Any such change would carry implications for compliance, service standards and accountability across app-based black cab bookings in London.
The intervention adds to wider debate around how traditional licensing rules should apply in a market where journeys are increasingly arranged through third-party digital platforms. For passengers, especially disabled and vulnerable users, the message from City Hall was more direct: an accepted booking should mean the cab arrives, and complaints backed by specific details should be sent to TfL.
Sadiq Khan, Mayor of London, said: “As you state, taxi apps are not covered by the legislation governing taxis in London and therefore Transport for London (TfL) cannot regulate them. The only elements of a taxi journey booked via a taxi app that are licensed and regulated by Transport for London (TfL) are the taxi driver, taxi vehicle and the fares set out in the London Cab Order. As set out in the TPH Action Plan (2025), TfL is calling on the Government to introduce legislation that would enable TfL to regulate these taxi app companies.
“Passengers reasonably expect that once a booking is accepted, the driver will attend, and this is particularly important for vulnerable or disabled passengers who may be placed at risk if a driver fails to arrive.
“If you or any of your constituents have specific information about a taxi driver who is conducting themselves in the manner described, please provide it to TfL, so it can be investigated further.”
