Complaints

Complaint concerning a taxi ride
In general, taxi rides take place without any problems, and the customer is brought safely and comfortably to their destination.

However, in rare cases, you may encounter a difficulty during your journey, have questions about the ride details, or believe that the amount charged does not correspond to the service provided.
This guide explains how to respond and submit a complaint.

Complaints that cannot be processed

Certain complaints cannot be processed by the Ministry, either because they fall within the remit of other authorities or because they relate to matters that can only be established at the time they occur.

Driver's conduct.

Any inappropriate conduct may be reported and will be taken into account in the overall monitoring of the operator concerned. However, no individual follow-up can be guaranteed in the absence of objective and verifiable evidence.

Refusal to take a customer.

Refusal to take a customer constitutes an offence which must be recorded on the spot by the Grand Ducal Police or the Customs and Excise Administration. A complaint submitted after the event cannot give rise to a prosecution. Customers are advised to call on one of these authorities at the time of the incident.

Advance bookings.

Difficulties relating to an advance booking (journey not honoured, delay, disagreement over the price, etc.) fall within the contractual relationship between the customer and the operator and must be settled directly with the latter.

Receipt (ticket-reçu).

Questions regarding the form or content of the receipt, in particular with a view to reimbursement by an insurer or employer, must be clarified directly with the operator.

The official receipt
At the end of each ride, the driver must give you a printed receipt issued by the taximeter’s printer.

This receipt is mandatory and contains all necessary information in case of a complaint (time, fare, route, etc.).
Without this receipt, no complaint can be processed.

Please therefore:

• Keep this receipt carefully; or
• Ask the driver for it explicitly if they do not hand it over voluntarily.

Note: Do not confuse the official taximeter receipt with the bank receipt issued during a card payment.

Lost items
Lost or forgotten items in a taxi do not fall under our responsibility.

In such cases, please contact the taxi operator directly. Their contact details can be found at the top of the receipt.

Submitting a complaint
Our ministry processes all taxi-related complaints fairly, in accordance with the amended Law of 5 July 2016 on the organisation of taxi services.

Once your complete file has been received, it will be reviewed carefully.
To ensure that your complaint can be processed, please include the following information:

• Full name
• Pick-up address
• Drop-off address
• Date and time of pick-up
• Date and time of drop-off
• Copy of the ride receipt
• Detailed description of the situation, written in Luxembourgish, German, French, or English
• Contact e-mail address

Processing and confidentiality
Once a complete file has been received, we will analyse your request as quickly as possible.
All submitted information is treated confidentially, and your e-mail address will be used solely for managing your complaint.
After our review, you will receive a reply regarding the outcome of your complaint.
Please note, however, that due to data protection legislation, we cannot disclose any sanctions that may have been taken against a driver or operator.

How to submit the complaint
You can submit your complaint by e-mail to the following address, making sure to follow the explanations provided above: complaint@infotaxi.lu.