Refusing guide dogs, overcharging and bad hygiene: Thousands of complaints made against taxis

Over 4,286 complaints were made to the National Transport Authority (NTA) in relation to taxis in the past two and half years, according to the latest figures released by the organisation through the Freedom of Information Act 2014.

Overcharging and issues relating to fare prices were by far the most common reason for complaints among the thousands reported since January 2023 to June 2025.

In 2023 alone, 1,047 complaints were lodged with the NTA due to overcharging issues. Last year, 940 complaints were made in the same vein, while 444 have been made within the first half of 2025.

The nature of these overcharging issues ranged from extras being added incorrectly, no change being given, taximeters not working or not being used, no cashless machine, or the route selected by the driver.

Among the specific issues raised by those saying they were overcharged, extras added in correctly or not giving change back accounted for 441 of these types of complaints in 2023. These issues were by far the most common, with 571 complaints of this nature last year and 331 within the first six months of this year. 

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What may be more concerning is the amount of complaints relating to the conduct, behaviour and identification of taxi drivers. In 2023, 326 of these types of complaints were lodged. Last year was not far behind with 316. Within just six months of 2025, 198 such complaints were made. That amounts to a total of 840 in 912 days.

Out of the 326 complaints made in 2023, 297 related to drivers "acting in a manner that is perceived to be a nuisance or a danger to any person." There were 284 complaints categorised as such last year and 174 this year. Of these complaints, 60 were referred to An Garda Síochána and four resulted in prosecutions. 

Other reasons for complaints listed by the NTA relating to drivers' conduct included malodour and poor hygiene.

Hiring and booking taxis was another issue which stood out among the data. In the past 2 and half years, there have been 830 complaints from passengers about drivers refusing fares and passengers with guide dogs, not completing journeys, bookings arriving late, no availability for wheelchair accessible vehicles and poor service from dispatch operators.

These damning figures come at a time when the taxi industry in Ireland is facing a significant shortage of drivers outside of Dublin. A report by the NTA in June demonstrated a notable decline in the availability of taxis in less populated regions. 

Commenting on the June report, Adrian Cummins, CEO of the Restaurants Association of Ireland and founding member of the Taxis for Ireland Coalition, said: "We are still facing a taxi shortage crisis. It’s being hidden behind a modest urban recovery, but the reality in regional areas and at urban peak times is that people are stranded.

"In rural Ireland, hospitality businesses are being devastated. Without taxis, people stay home."

With less drivers available in many parts of the country and the NTA receiving such a high level of complaints, the picture of transport in Ireland looks challenging for many passengers dependent on these services.