Passenger Safety and Customer Conduct
This domain tests how you protect passengers physically and treat them fairly: boarding and alighting, seat belts, luggage, overcrowding, fares and everyday courtesy.
Safety duties
- Stop close to the kerb on the left so passengers step onto the pavement, not into traffic.
- Ensure seat belts are worn where fitted; secure children in an appropriate restraint.
- Load luggage in the boot or secure it - never on a passenger's lap or blocking the rear window.
- Never exceed the seating capacity; extra fares are not worth an unbelted passenger.
- Check the rear seat and floor after every drop for passengers, belongings and lost property.
Conduct duties
- Greet the passenger, confirm the destination and the fare basis before moving.
- Drive smoothly; no sudden braking, no phone use, no loud arguing or radio.
- Assist elderly, disabled or injured passengers, and allow extra time for boarding.
- Drop at a safe, lit point at night rather than an unlit side road.
- Log lost property and hand it in through the proper procedure.
Worked example
At a busy stand, a family of four asks to squeeze into a taxi licensed for three passengers, offering to pay double.
Reasoning: capacity is a licensing and safety limit, not a pricing question. Overloading breaches the PSV conditions and invalidates the safety case for seat belts. The correct response is to explain politely and either call a second taxi or arrange one - refusing the extra fare is the professional answer.
Traps that cost marks
- Accepting an overload because the passenger insisted.
- Letting a passenger alight into the traffic lane.
- Quoting a fare after the journey instead of before.
- Leaving a passenger's bag unsecured on the seat.