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General FAQ

ingogo is more than just a taxi booking app. We also provide taxi drivers with our payment terminal. Therefore, although you may not have booked your taxi using our app, the taxi driver can process your payment using the ingogo payment terminal, which shows up on your bank statement as a charge from ingogo. This may appear on your statement as ‘www ingogo mascot’.

No, ingogo does not own taxis nor do we employ taxi drivers. ingogo is purely a booking and payment platform that both drivers and passengers make use of. Taxis are owned or leased by a third party or Taxi Network e.g. Taxis Combined, etc and the drivers either work for themselves or for an owner.

ingogo is a taxi bookings and payments service for passengers and drivers. We offer a mobile app and website that’s the easiest way to book any type of taxi for now, or for later – anywhere, anytime and on any device.
ingogo lets you track your taxi location on the map and you can even call or text your driver. We also offer a seamless payment system that lets you pay in one touch.

We can automatically email your trip receipts so you will never lose a receipt again. Or ask your driver to print you an ingogo receipt as you normally would do.

ingogo is a FREE app. Users however, will incur data charges from their internet service provider (ISP) when downloading and using the app.
At ingogo we don’t hike prices. There’s no surge pricing when it is busy. And you only pay the metered fare plus any relevant fees e.g. booking fee, tolls, payment surcharges.

ingogo provides access to a professional and experienced Driver Network of registered, trusted and insured drivers with in-car security to maximise your personal safety.
ingogo takes safety issues very seriously. That’s why every driver in our Network is trained and registers in person with us. We also have scanned copies of their Driver’s License and State Taxi Authority.

We require every driver to login securely to our driver app with the license plate of the taxi they are driving that day and we display this plate on your app so you know the correct taxi to get in.

We also keep a full digital record of each trip you take – which also helps if you’re trying to recover lost property.

We currently operate in metropolitan Sydney, Melbourne, Perth, Adelaide and Brisbane.

We currently support iPhone (iOS) and Android devices.
You can download our App here –
iPhone (iOS): Download here
Android: Download here

So we can alert and update you on your booking status, it’s important to have notifications turned on.

If you’re using an iPhone, go to ‘Settings’ and open the ‘Notifications’ section. Then look for the ingogo app, open it and make sure notifications are turned on.

If you’re using an Android phone, every Android phone has it’s own settings menu, but generally speaking, you should be able to go to ‘Settings’, then ‘Applications Manager’, then choose ingogo and make sure that the “Push Notification” is checked.

You can contact us here. Please provide full details on the issue you’re experiencing as well as your mobile number.

If you’ve lost an item in one of our taxis, please contact our National Support Centre on 1300 008 294 during business hours or complete the form on the Contact Us page.

Please ensure you provide as much detail as possible including the date of your taxi trip, the amount charged, the last 4 digits of your credit card, item(s) missing and your contact phone number. And, if you have a copy of the receipt, please take a picture of this using your phone and email this to our National Support Centre on support@ingogo.com.au.

Our team will contact you and the driver as soon as possible. We’ll do our best to help you get your lost property back, however, we cannot promise or guarantee return. The sooner you can contact us, the better our chances are of recovering the item.

ingogoREFER lets you give your friends $20 credit to try ingogo, and when they take their first trip we’ll give you $5! Find out more here.

You can also help by rating and leaving a review on the app store to let other travellers know about your positive experiences. Plus, don’t forget to follow us on facebook or Twitter and share your experiences online.

Fixed Fares

ingogo uses a complex algorithm that takes into account a wide variety of variables to help calculate a Fixed Fare for any given trip.

Like a normal taxi meter, we look at things like distance travelled, time of day and day of the week, however, we’re also now through a variety of fantastic mapping and other technologies, able to consider many other types of information e.g. optimal routes to get the passenger to their destination, real-time and predicted traffic patterns, road and airport tolls, etc.

Yes. You will be shown the Fixed Fare for your intended trip. You can either proceed with the Fixed Fare and book or alternatively, choose not to proceed with the booking. There is no penalty/fee incurred for not proceeding to make a booking.

A Fixed Fare means that you will see the full amount of the fare up-front before you book. No additional fees or tolls will be charged. What you see is what you will pay once you arrive at your destination.
NB. If you have credits on your account, the credits will be automatically applied to your next booking. This means that the Fixed Fare amount you see in your app when making a booking will be cheaper by the amount of the credit.

Our algorithm uses historical data, up to the minute traffic conditions and recommended routes to calculate the most efficient route and fare for your trip.

A Fixed Fare will be calculated on an individual trip basis.

This means that each trip from for example, the CBD to the Airport, will not be the same each time you make a booking. This is because traffic conditions and travelling times will vary from day to day and hour to hour, etc.

Changing any of the available vehicle types or options may result in a different fare. Maxi’s and silver options attract a premium versus the standard cab.

An email was sent to all registered ingogo passengers when Fixed Fares was launched. Please check your spam filters for an email from ingogo on Tuesday 26 May. An in app notification was also delivered to all passengers when they first opened their app and also when they attempted to make their first booking.

Bookings & Cancellations

You can pre-book a taxi from the airport as soon as you land. This means you can skip the queues and head straight to the Airport Pre-Booked Taxi area where your taxi driver will be waiting for you.
Find out more about Airport Pre-booked taxi area maps and directions.

Yes, you can cancel a booking at any time if you so choose. However, you should be aware that if you do not cancel a booking within the specified cancellation period, a $10 passenger cancellation may be incurred and passed on to the driver.

You sure can! You can book a cab for up to 48 hours in advance. With advanced bookings, you’ll also get an email and a push notification once a driver accepts your job – so you’ll know your driver in advance. You can also book in advance via our website, click here to book now.

No, unfortunately we are currently unable to guarantee a compatible cab when making a booking. Accommodating individual traveller’s needs is very high on our priority list and as a result, we anticipate support of this feature in the near future.

If a driver cancels your job and we’re unable to find you a replacement in time, we automatically add a $10 credit to your account to use towards your next ride when paying with the ingogo app.

Yes, provided that the route you choose goes directly to your destination. Any deviations that would result in extending the trip distance and time, for example, dropping off additional passengers, needs to be discussed with your driver directly and an additional fare negotiated and paid on completion of the trip for the extra distance/time.

It is rare for an ingogo booking to go a long time without being accepted by a driver. Once a driver accepts your booking, any change to the pick-up time has an impact on that driver’s ability to collect you on time.
You can cancel and re-book up to an hour before your pickup time without penalty.

A Fixed Fare is determined based on the information at the time of your booking. Both the you and your driver agreed to your respective fares, therefore, any major deviations need to be discussed with your driver directly and an additional fare negotiated and paid on completion of the trip for the extra distance/time.

A Fixed Fare is determined based on the information at the time of your booking. Both you and your driver agreed to your respective fares, therefore, if you choose to cut the trip short, you’ll still be charged the full amount of the fare.

Passenger cancellation fees are in place to ensure both you and your driver are treated fairly and to compensate the driver for:

    a) The time they’ve spent travelling to pick up you up; and
    b) The loss of potential income from not accepting alternative available bookings.

If you do not cancel a booking within the specified cancellation period, a $10 passenger cancellation may be incurred. Passenger cancellation fees will apply as detailed below:

BOOKING TYPE TIME TO REQUESTED PICK-UP PASSENGER CANCELLATION FEE WILL BE INCURRED
Immediate Booking Less than 15 minutes When cancelling after 2 minutes from the time the driver accepts your booking
Advanced Booking More than 15 minutes and less than 1 hour When cancelling after 5 minutes from the time the driver accepts your booking
Advanced Booking More than 1 hour When the time to requested pick-up drops below 1 hour as per the guidelines for an Immediate Job and an Advanced Booking more than 15 minutes and less than an 1 hour

Further, if you cancel a booking and select one of the below 3 reasons, the trip request will be investigated to confirm if the driver is at fault.

    1. The driver is moving away from you
    2. The driver prompted you to cancel
    3. The driver is late more than 5 minutes late than their original estimated collection time.

If the driver is determined to not be at fault, you will be charged a $10 passenger cancellation fee.
A passenger cancellation will also be applied automatically if you have selected either of the following 2 reasons for cancellation:

    1. I’ve taken a closer ride; and
    2. I no longer require a cab.

NB. Remember, if you select either of these options within the allowed cancellation periods, you won’t be charged the passenger cancellation fee. You will always be notified within the app when a passenger cancellation may potentially apply and you will be given the choice whether or not to proceed with cancelling the booking.

If you cancel a booking within the specified cancellation period you will not be charged a passenger cancellation fee. Acceptable cancellation periods are detailed below:

BOOKING TYPE TIME TO REQUESTED PICK-UP PASSENGER CANCELLATION FEE WILL BE INCURRED
Immediate Booking Less than 15 minutes Within 2 minutes from the time the driver accepts your booking
Advanced Booking More than 15 minutes and less than 1 hour Within 5 minutes from the time your driver accepts your booking
Advanced Booking More than 1 hour More than 1 hour

If you cancel a booking and select one of the below 3 reasons, the trip request will be investigated to confirm if the driver is at fault.

    1. The driver is moving away from you
    2. The driver prompted you to cancel
    3. The driver is more than 5 minutes late than their original estimated collection time

If the driver is determined to be at fault, they will be charged a $10 Fee, which will be passed on to you as compensation.

If a driver arrives at your pick-up location and cannot locate you, you’ll incur a $10 Passenger No Show fee, which will be passed directly on to the driver as compensation. Remember you can always cancel a booking within the allowed cancellation periods, and not incur a cancellation fee.

All instances of ‘No Shows’ will be reviewed to determine fault and penalties will be applied depending on the outcome.

Alerts and notifications regarding the potential $10 passenger cancellation fee are visible within the app when you go to cancel a booking. This is also included and forms part of our standard Passenger Terms and Conditions, which you agreed to when you registered for the app and continued using the app.

The Customer Experience Team will investigate all instances where you have indicated that you cancelled your booking for any of the below 3 reasons:

    1. The driver prompted me to cancel
    2. The driver is more than 5 minutes late
    3. The driver is moving away from me

If your driver does not show up for your booking, and you select one of the below cancellation reasons, the trip request will be investigated to confirm if the driver is at fault.

    1. The driver is moving away from you
    2. The driver prompted you to cancel
    3. The driver is more than 5 minutes late than their original estimated collection time
    If the driver is determined to be at fault, they will be charged a $10 Fee, which will be passed on to you as compensation.

Payments

When a booking is made, a pre-authorisation of the fare amount is held against your selected stored card. Once a trip is completed, the amount is automatically settled from your account with no further action required by you or the driver, thereby simplifying and improving the speed of the payment and allowing you to jump straight out of your cab.

You must have either a valid credit card or an ingogo business account to book a Fixed Fare with ingogo.

You DO NOT have to pay for your trip using the credit card, however a stored payment method means we can ensure a fair go for all. For example, your credit card will only be charged the $10 cancellation fee if you cancel and the driver is already on their way. We also have in place a $10 driver cancellation fee which is passed on to you if the driver cancels.

ingogo does not store your credit card details. We use industry leading PCI (Payment Card Industry) compliant partners to process payments on our behalf.

1. Choose “Payment Details” on the app menu.
2. Choose your current card and update the details or remove it by clicking on the – symbol and then select, Yes.
3. If you would like to add another credit card, simply click + Add new card and scan your credit card, then confirm your details and save or alternatively select Enter manually, enter your details and Save.

Tapping on the default payment field will reveal all alternate payment options that you have loaded onto your account. All they need to do is select the alternative card you would like to pay with.

When you place a booking with ingogo, the card that you last used will be selected by default. However, you can change this at any time prior to placing the booking.

A pre-authorisation stays on your account for up to 8 days. American Express cards may be up to 30 days.

If you have not taken a trip and cancelled within the allowed time, the pre-authorisation will be removed automatically. This period is determined by your own bank and not ingogo.

Similar to a hotel check-in, we pre-authorise your card prior to placing the booking. If your card is declined for any reason, the booking will not be placed.

A Fixed Fare is only valid for the designated cab.

All of our drivers are instructed to confirm your name before they let you get into their cab. The app also shows you the plate number of the cab that will pick you up. In some rare circumstances your driver may also have entered an incorrect plate number, however, you’ll still see the vehicle approaching in your app and your driver will know your name.

If the driver knows your name, and does not have ingogo, or your booking details are not on the driver’s app screen, please report this immediately to our Customer Experience Team on 1300 008 294.

No, ingogo does not accept any form of payment via PayPal. We accept payment via stored credit card, cash or a Cabcharge voucher.

Yes, you can book your trip through the ingogo app and pay using Cabcharge. You’ll still be required to have a stored payment method in your ingogo app, so when placing a booking, simply select Cash/Voucher as your payment method and at the end of your trip, inform your driver that you would like to pay using Cabcharge.

No, ingogo does not accept any form of payment via the Taxi Subsidy Scheme. We’re currently working with government bodies to make this available.

Qantas Frequent Flyer FAQs

• Login or create an ingogo account.
• Select the menu button in the top right hand side of the ingogo app and then select the menu item Qantas Frequent Flyer
• Once you have added your Qantas Frequent Flyer membership details to your ingogo account, eligible taxi travel booked using the ingogo app will earn Qantas Points. Qantas Points will be credited to your Qantas Frequent Flyer account within 60 days.

By partnering with Qantas, we’re able to provide even more value to our customers. We are always looking for new ways to reward our customers, and the Qantas Frequent Flyer program does just that.

Check your ingogo invoices or Trip History to see all the points you have earned. If you believe there is an error with the points you have earned through ingogo please contact our Customer Service Team here.

You will earn Qantas Points on eligible taxi travel only. Eligible taxi travel includes GST, toll and all other costs included in the fare, but excludes cancellation fees, payments that are reversed or refunded, booked trips that are not completed, payments which are suspected or deemed by ingogo to be fraudulent and any amount for which you have been provided with credit by ingogo or which has been subsidised by ingogo in any way (in whole or in part).

You will earn 1 Qantas Point for each AU$1 spent on eligible taxi travel booked using the ingogo app. For example: If your fare is $30 (inclusive of GST), 30 Qantas Points will be earned.

You cannot claim Qantas Points for past trips. Qantas Points are only earned on Eligible Payments made after linking a Qantas Frequent Flyer number to an ingogo Account. Please ensure that you add your Qantas Frequent Flyer number to your ingogo account prior to booking your taxi.

Yes. The Qantas Frequent Flyer membership and the ingogo account need to be in the name of the same person.

No. Only one Qantas Frequent Flyer number can be linked to one ingogo account and they must belong to the same individual. The name on your ingogo account must match the name you registered with on your Qantas Frequent Flyer account.

Please allow up to 60 days for your Qantas Points to be credited to your Qantas Frequent Flyer account.

No, you will need to update your personal details in your Qantas Frequent Flyer account separately to your ingogo account. You can update your personal details at qantas.com. To change your surname call the Qantas Frequent Flyer Service Centre on 13 11 31.

You can contact our customer support centre by emailing support@ingogo.com.au

• Open the ingogo app and select Log In
• Enter your password
• Insert a payment method by tapping Menu > Payment Details. 
• Note – You must have a stored credit card in order to book even if choosing to pay with cash, cabcharge card or taxi subsidy scheme voucher

Once you’ve completed your application, you’ll receive your Qantas Frequent Flyer membership number instantly. Your personalised membership card will then be sent to you in the post (please allow 14 days for delivery).

If you are not a Qantas Frequent Flyer member, you can join the Qantas Frequent Flyer program free of charge. Join here and the joining fee will be waived.

Linking your Qantas Frequent Flyer membership account to your ingogo account is completely free.

Once your ingogo account is linked to your Qantas Frequent Flyer account, you will be able to earn points on eligible taxi travel booked using the ingogo app.

Check your ingogo invoices or Trip History to see all the points you have earned. If you believe there is an error with the points you have earned through ingogo please contact our Customer Service Team here.

• You can find your Qantas Frequent Flyer membership number:
• on your Qantas Frequent Flyer membership card,
at the top of your monthly Qantas Frequent Flyer eNewsletter, or
• at the top of most emails sent to you by Qantas Frequent Flyer.

For further assistance, call the Qantas Frequent Flyer Service Centre on 13 11 31.

No, you cannot swap points for cash or taxi credit. You can redeem your Qantas Points for Awards and Rewards through the Qantas Frequent Flyer program.

To change or view your personal information for your ingogo account just login at any time through the app and select the menu item in the top right hand corner. Select the applicable menu item.

If a refund is issued through ingogo, any Qantas Points that were earned on the refunded amount of that service will be deducted from your account.

• Go to Google Play or Apple App Store and download the ingogo – Taxi app
• Follow the sign-up process
• To enter your Qantas Frequent Flyer number, click the Menu icon in the top right of the app screen and select Qantas Frequent Flyer 
• Enter a payment method when prompted. Note – You must have a stored credit card in order to book even if choosing to pay with cash, credit card, Cabcharge card or taxi subsidy scheme voucher

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