ihail is a brand new smartphone app that will connect
you to every taxi in your area and soon the world.
Available now for Android & iOS
Available now for Android & iOS
See all taxis in your area and the estimated time of arrival.
Enter your pickup location and destination to get a fare estimate.
Pickup now or later
Arrange to be picked-up now or schedule for a later date and time.
Track your taxi on its way to you.
Rate your driver once you have got to your destination.
Pay through the app by using your registered credit card or pay in the cab using cash, credit card or a cabcharge.
Less waiting time.
Simply request a cab and the nearest one, no matter the company, will pick you up.
What is ihail?
ihail is a brand new app that will connect you to every participating taxi in your area and soon the world. With ihail you can:
Book a taxi, now or later
Select your favourite taxi network or choose the closest vacant car from all available providers
Add a Queue Jump Fee for priority pickup
Pay securely through the app and get your receipt sent straight to your email address
Estimate your fare
See the location of nearby taxis
Track your driver in real time
Call or message your driver
Rate your driver
Is ihail available where I live?
ihail is available in more than 10 major cities, including Melbourne, Sydney, Brisbane, Adelaide, Perth and many more. If ihail is not available in your location the application will let you know. If this is the case we encourage you to ring up your local operator and ask them to join!
Is ihail always available?
You can use the ihail app to book a ride 24/7. Ride Now availability is dependent on demand as well as car availability. We do not guarantee availability of cars at all times. You can also contact your local taxi operator, or contact ihail via email 24/7 at email@example.com.
Can I use ihail overseas?
ihail is currently only available in Australia, but we are planning on launching overseas soon. When ihail operates in a city overseas, you can request a car in the same manner you do back home. Please note that in order to make a booking you will need access to Wi-Fi or cellular data.
if you are using a different phone number overseas, use your app to update your mobile number.
Select Profile from the menu
Select change next to your current mobile number
Enter your password
Update your phone number
Finally enter the SMS verification code to complete the process
You should also confirm with your bank or credit card provider that your in-app payment method is valid for international transactions.
What impact do my driver ratings have?
At ihail we are dedicated to ensuring our customers have the best possible experience, each and every booking. By allowing you to rate each driver after your booking is completed we can ensure our drivers are only delivering the best possible experience.
Your ratings are used to provide feedback to drivers and resolve disputes. Driver accounts are also deactivated for serious or repeated negative feedback. Positive feedback also allows us to recognise outstanding drivers.
How to sign up to ihail
Is there a cost to create an account?
No: Download of our app, user account setup, and vehicle search are totally free. However, to register as a user and begin booking rides, you will be required to enter your credit card information. If only one card is listed, it will be charged for any ride you take.
Where do I download ihail for iOS?
Download the ihail app from the Apple App Store. Devices with iOS 8.0, or newer, are supported.
Using your iPhone, tap the App Store icon
Tap search and enter ihail
From the results, tap the ihail icon
Tap GET to download the app
When the download process is complete, GET will change to INSTALL. Tap INSTALL. Then simply open the app.
Where do I download ihail for Android?
Download the ihail app from the Google Play store. Devices with Android 4.0 or newer are supported.
Using your Android phone, tap the Google Play icon
Tap search and enter ihail
From the results, rap the ihail icon
When the install process is complete, simply open the app.
How do I create an ihail account?
To create an account, simply tap “Register” on the app home screen and it will walk you through the process quickly and easily.
Using the app
How do I make an ihail booking?
Open the ihail app and follow the instructions to sign up for a free user account. At signup you are required to provide your credit card details, but we will only charge your registered credit card once you submit a booking.
Position the pin on the map where you would like to be picked up, use your current location, or select the location bar to manually type in your location.
Choose between the transportation car options available in your city. Select the time you want to book - now or later – and then select whether you want to add a queue jump fee. Options will vary by location. Finally, confirm your payment method: in-app (credit card or Cabcharge card) or in car (cash or card), and whether you want the closest vacant car or whether you want a car from a specific network.
ihail will then search for the nearest available driver. Once a driver accepts the booking you will see their car coming towards your location in real time. If you submit a booking but no longer need your ride, press “Cancel”. You can cancel a ride at any time; however, you will incur a $5 cancelation fee (plus a 5% credit card surcharge incl. GST) if your booking has already been accepted by a driver, or an $8 no job fee (plus a 5% credit card surcharge incl. GST) if your booked service arrives and you are not at your request booking location and you have not cancelled your booking.
Once the driver arrives, tell them your security pin, the driver will then switch the meter on and drive you to your desired location.
At the conclusion of your ride you will pay for the fare either via your in-app credit card or in car with accordance to the metered fare amount or the negotiated fare amount, whichever is cheaper. All payments processed by your in-app credit card are automatic and hassle free. For both in car and in-app payments, ihail will send a receipt straight to your email address.
When you install ihail you will be asked to approve certain app permissions. These permissions allow us to deliver the best possible experience with ihail.
Users with visual or hearing impairments can use accessibility features such as Voice Over on iOS. ihail endeavours to support as many accessibility features as possible. If you notice an error or omission in ihail’s support then please contact us at firstname.lastname@example.org.
Can I save frequent pickup and destinations points?
Absolutely! Simply press the love heart next to an address on the address lookup screen and it will be added to your favourites.
Can I request a car for another person?
You can request a car for another person using your account, but the charges will be applied to the original user account through which it was booked. For this reason, we advise each user set up an individual account.
Can I request multiple cars?
You can make as many bookings as you like through ihail.
Can I request a specific type of car?
You may request any car type that is currently available in your booking location.
Can I choose a specific taxi network with ihail?
You can choose a specific taxi network by simply selecting “Yes, let me chose” under “Is there a company you prefer” in the booking confirmation screen.
Can I make a future booking with ihail?
With ihail you can make a booking for now or later.
How do I check my active bookings?
All your current active bookings, including bookings made for a later pickup, are listed in the menu under active bookings.
How do I rate my booking with ihail?
At the conclusion of each ride, or next time you open the app, we will ask you to rate your ride with a thumb up or thumb down. These ratings are used to improve our service and ensure only the best drivers are able to access ihail work. If you have any detailed feedback then we would love to hear from you, simply email us at email@example.com.
Why doesn’t the app recognise my exact location?
One of the most common reasons you may have location issues are the GPS settings on your phone. Please make sure your GPS is turned on or has not timed out due to low battery. Furthermore, locations may affect your GPS signal. Try to always book in an area with a strong mobile signal and your Wi-Fi turned on in order to minimise any disruptions or issues.
What do I do if the app freezes?
If ihail freezes while in use, close the app and restart. If it freezes in the middle of a transaction, but you do not make it to the confirmation screen, please begin the process again as it has not been captured by our system, and your trip has not been booked.
My connection with the ihail services is interrupted
Some Wi-Fi or cellular networks may affect your phone’s ability to connect to ihail. If you are receiving a connectivity issue message when using the app then please utilise the following steps.
Try connecting with Wi-Fi off
Try connecting with Wi-Fi on
Try to delete and reinstall the app
Report an issue with the app
If you are experiencing ongoing issues with the app, we recommended you delete the app and then reinstall. This will ensure you are using the latest version of the app, which is a common issue.
If your payment method is not working, try deleting the payment details and adding them again.
If you have any other issues and cannot find a solution then please contact us at firstname.lastname@example.org.
Getting picked up with ihail
How do I identify my driver?
When your booking request is accepted by a driver the app will display your driver’s name, photo, car registration and car type. If your booking payment method is in-app then give your security code to confirm you have the right car.
Can I bring along my pet?
The driver must respect all relevant state laws when determining if they will allow a pet in their vehicle.
However, all drivers are required by law to transport service animals. If you have any issues with drivers refusing fares due to your service animal then please explain the situation to the driver. If the issue persists, please contact us at email@example.com and we will remove the driver from the app and relay the issue to the relevant taxi network.
Why did my booking ETA change?
Before you submit your booking request there is an estimated time of arrival shown in the middle of the booking screen for the nearest available driver. This time is subject to change based on changing traffic conditions, the volume of bookings and willingness of the nearest driver to accept the next available booking request.
Any member of the media who wishes to contact us are invited to do so via email to firstname.lastname@example.org.
Requests for information received from authorised law enforcement authorities will be responded to according to ihail policies and procedures, and applicable laws.
Marketing and sponsorships
If you or your business wants to investigate partnering with ihail then please contact us at email@example.com with further details.
About the drivers
Who are the drivers we connect you with?
ihail is the official booking app of multiple taxi companies throughout Australia. All drivers are fully licensed and insured, guaranteeing the highest possible safety and service standards. If any of our drivers are not up to these standards, please let us know via email.
Can I request a specific driver?
No. As the service is based on vehicle availability closest to your pickup location, specific drivers cannot be requested at this time.
How do I give driver feedback?
At the conclusion of each ride or next time you open the app we will ask you to rate your ride – thumb up or thumb down. These ratings are used to improve our service and ensure only the best drivers are able to access ihail work. If you have any detailed feedback then we would love to hear from you, simply email us at firstname.lastname@example.org.
How many passengers can fit in a vehicle?
All our driver partners’ cars have at least four seats.
I left something in the car. What do I do?
Immediately notify your taxi operator by calling the phone number provided on your trip receipt. The sooner you contact the taxi operator, the higher the chance your item will be returned to you. If the lost item is found, we will do whatever we can to ensure its return to you. We are not responsible for items left behind during use of our service.
Understanding your receipt
Why was I charged a toll, surcharge, or fee?
Additional charges may apply to your booking in case of tolls, airport surcharges, or other relevant fees.
Tolls: If your driver has to pay a toll during your booking then this charge may be added to your fare at the conclusion of your ride. The toll charge may not reflect the amount actually paid.
Airport surcharges: In some areas there may be a surcharge for pickups or drop-offs at the airport.
Other fees: You may also pay a surcharge or fee for various miscellaneous costs accrued on the ride.
All charges and fees will be listed on the email receipt sent to your email address.
Why was I charged an unknown fee?
If you have received a charge from ihail on your bank statement for $1, or other unknown amount, don’t panic. This is an authorisation hold, which is how ihail occasionally verifies your payment method. This is a pending charge, meaning you will not be charged this amount. This amount will usually disappear from your bank statement within two to three business days.
Why was I charged a cleaning fee?
If you damage the driver’s car beyond normal wear and tear damages and the car requires cleaning then you will be charged for this cost. If you believe you have been incorrectly charged please contact us at email@example.com.
Are rates the same for all vehicles?
All fares through ihail are charged in accordance with the metered fare amount or the negotiated fare amount, whichever is the lesser of the two.
What fees and charges apply with ihail?
A full outline of the relevant fees applicable when booking a ride with ihail is contained in Section 4 of ihail’s Terms and Conditions.
Do you charge per person or per vehicle?
We charge only per vehicle.
Can I use more than one credit card?
ihail allows users to store more than one credit card. The app is not currently able to split fares between multiple accounts, credit cards, or methods of payment.
Will I get charged a fee if I cancel my ride?
If your booking has been accepted by a driver you will be charged a $5 cancelation fee plus the relevant service fee. There is no fee if you cancel before the booking is accepted by a driver.
What is a No Job Fee?
If your car arrives at your booking location before you cancel the booking, and the driver cannot locate you, then you will be charged an $8 No Job Fee. If you believe you have been incorrectly charged a No Job Fee then please contact us at firstname.lastname@example.org.
How can I pay with ihail?
ihail allows you to choose to pay In Car or In App. The ihail booking fee is always processed via your in-app payment method.
What is a Queue Jump Fee?
With ihail you can offer an optional Queue Jump Fee in order to potentially incentivise faster pickup by offering an additional amount on top of the regular fare amount. 90% of this fee will be given to your driver.
How was my total payment amount determined?
The total amount you paid was determined in accordance with Section 4 of the ihail email@example.com.
Can I tip my driver through the ihail app?
The ihail app does not include a tip for your driver when we bill you for a booking. Tips are not included in the fare, nor are they expected or required. You are not obligated to offer your driver a tip in cash. If you wish to tip, your driver is welcome to accept.
Do I need to tip my driver?
Tips are not included in the fare, nor are they expected or required. You are not obligated to offer your driver a tip in cash. If you wish to tip, your driver is welcome to accept.
How do I use promo codes (credits) for my booking?
ihail automatically uses any applicable credits for your next booking. You cannot elect to not use a credit for a particular booking.
How do I set my default payment method?
Select Payment Options from the menu and select Change on your default payment method.
How do I set my default In App payment method?
Select Payment Options from the menu and select Change on Default In App Payment Method.
How do I change my In App payment method for a specific booking?
Tap In App on the confirmation screen to bring up a list of all your In App registered Credit Cards and select the method you want charged for the booking.
How do I add another In App payment method?
Select Payment Options and choose Add new card.
I was charged incorrectly
Your email receipt has a breakdown of all the various charges for your booking. If you believe there is a mistake then please contact us at firstname.lastname@example.org.
What are authorisation holds?
In order to prevent fraud we verify your payment method periodically by issuing a small authorisation hold. This amount is not actually charged to your account, but is pending. This amount will usually disappear off your bank statement within two to three business days.
The app says there was an error adding a payment method
If the card number, CVV number or expiry date is entered incorrectly, you may receive a message about an error adding your payment method to the account. ihail will also authorise your payment method when it is added, if the authorisation fails then the card will not be added. The payment gateway may also be temporarily unavailable preventing you from adding a payment method.
What payment options are available in-app?
You may pay via VISA, Mastercard, AMEX or a Cabcharge Card through the app.
What In Car payments options are available?
In Car payments options will vary from car to car. Generally all ihail cars support VISA, Mastercard, AMEX, Cabcharge Cards and cash.
My app payment method was declined and I had to pay in car
If the bank declines your in-app credit card then you will be asked to pay in car. Your in-app credit card may be declined due to your card expiring, your bank declining the transaction, insufficient funds or the ihail payment gateway failing. If your credit card is declined then we recommend you remove the credit card from the app and either re-enter the card or enter an alternative card.
My booking was cancelled due to an invalid credit card
ihail may attempt to authorise your credit card before a booking. If the authorisation fails then we may cancel your booking. Your in-app credit card may be declined due to your card expiring, your bank declining the transaction, insufficient funds or the ihail payment gateway failing. If your credit card is declined then we recommend you remove the credit card from the app and either re-enter the card or enter an alternative card.
Can I extend a promo code’s expiry date?
The expiry date for promo codes cannot be changed or extended.
Can I choose when to apply a promo code to a trip?
ihail automatically uses any applicable credits for your next booking. You cannot elect not to use a credit for a particular booking.
How can I earn free credits?
You earn free credits by inviting your friends to sign up to ihail using your personal invite code. Simply go to Free Trips on the menu.
From time to time, ihail will also offer free credits via select promotions. Simply enter the applicable promo code in the Promotions code menu.
How do I update my account information?
Select Profile from the menu. Select change from any field and enter your password.
How do I retrieve or reset my password?
To retrieve a lost password, or to reset, open the ihail app and click “Forgot your password?”. The app will walk you through the rest.
Why is my account suspended?
If there is a payment issue or a verified complaint against you then ihail may elect to suspend your account. If you want to know why your account is suspended, please contact us at email@example.com.
Why can’t I update my email address?
Currently ihail does not allow you to change your account’s email address. If you want to update your account’s email address, please contact us at firstname.lastname@example.org.
The app says my email or mobile number is already in use
If you cannot sign up due to your mobile number or email already being in use, please contact us at email@example.com.
I am not receiving SMS verification messages
Please confirm you have input the correct mobile phone number. Then, check your mobile phone reception/signal. If you have low or no mobile coverage you will be unable to receive verification SMS messages. If you are still not receiving the verification SMS message, please contact us at firstname.lastname@example.org.
I am not receiving ihail emails
If you are not receiving emails from ihail, try checking your email account’s spam or junk folders. Furthermore, please check your email address is listed correctly by selecting Profile in the menu. If you are still not receiving emails, please contact us at email@example.com.
I think my account details might be stolen
If you think someone may have stolen your ihail account details please contact us immediately at firstname.lastname@example.org and provide us with your:
Description of why you believe your account may have been stolen
Once we have confirmed these details we will suspend your account and investigate.
I want to delete my account
If you are having any issues with ihail then please contact us at email@example.com so we can help resolve any issues or delete your account.
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