Between January and September of this year, Ireland’s National Transport Authority (NTA) received eight complaints regarding licensed taxi, limousine, and hackney services based in County Waterford. The records, obtained by the Waterford News & Star, detail passenger grievances ranging from aggressive driver confrontations and unmetered fare disputes to payment non-compliance and inappropriate personal remarks.
Aggressive Driver Encounters and NTA Investigations
One of the Waterford complaints under investigation by the NTA involves a dispute over meter activation. A passenger claimed that a driver started the meter at €15 before the journey officially commenced after accepting a call via an app. According to the official complaint, the customer reminded the driver of company policy, which dictates that meters should not run until passengers enter the vehicle. The customer stated that the driver became aggressive, arguing that it was his livelihood and he needed to make a living. The complainant responded that everyone must earn a living, but accused the driver of overcharging and stealing.
The situation escalated when a second passenger in the vehicle removed herself before reaching the destination because she did not feel safe amid the driver’s hostility. The complainant reported that the driver got out of the car and continued aggressive behavior, requiring the customer’s partner and friend to physically stop the driver from approaching them. While the incident unfolded, the passengers called the taxi office so the dispatcher could hear the altercation. The NTA said this specific complaint remains under investigation.
Disputed Fares and Mandatory Card Payment Violations
Other complaints lodged with the NTA highlight technical and regulatory infractions concerning passenger payments in Waterford. One customer alleged that a driver announced upon entry that he did not accept cards. This practice directly violates a national law introduced in 2022 requiring all taxis in Ireland to be equipped with functional terminals for cashless payments. The NTA said this payment complaint is currently under investigation.
In a separate fare dispute, a Waterford customer found the meter already clocked at €11 upon entering a vehicle. That customer ultimately paid €46.20 for the trip while receiving an invoice valued at €31.80, prompting the complainant to state they had been “absolutely robbed.” Following this report, the NTA issued a fixed payment notice to the taxi operator.
A third payment-related grievance involved a customer who paid via PayPal, only for the driver to claim the transaction failed and request a second payment through a SumUp portable card reader. The complainant later discovered charges went through on both platforms. According to the complaint, Uber refused to issue a reimbursement, offering only a €10 discount on a future purchase. The NTA said this matter is also under investigation.
Inappropriate Driver Behavior Toward Passengers
Beyond fare and payment disputes, the Waterford records include a complaint regarding unprofessional conduct. A 20-year-old female passenger reported that a driver lacked a visible taxi driver identification card inside the vehicle during a 10-to-20-minute ride home. The passenger stated that the driver asked overly personal questions and remarked, “You have such a sweet voice. I won’t only remember it for now, but I will remember it for a long time.”
The customer further claimed that the driver offered his personal phone number for direct bookings outside official channels. Unsettled by the atmosphere, the passenger subsequently spoke with others who alleged the same driver had made inappropriate remarks to other female passengers. The complainant told the NTA she filed the report simply to raise awareness of the driver’s behavior. The NTA said this investigation is ongoing.
Separately, a motorist driving through Waterford filed a complaint regarding a traffic light misunderstanding where a taxi driver rolled down a window and began cursing at them, asking the NTA if the driver could be re-educated on traffic laws. The NTA noted that the complainant ultimately chose not to pursue that matter further.