Difficult and intoxicated passengers

Most journeys are uneventful. When they are not, the handbook gives you a clear order of priorities: protect yourself first, stay calm, get out if you must and report it. This guide pulls together sections 3 and 4 into one place. Nothing here replaces your operator's own procedures or the police.

Before the journey

The handbook suggests several steps to protect yourself and reduce disagreements:

• Discuss with your operator how it can help protect you.
• Make sure you have the booking details: passenger name, pick-up point and destination.
• Check the passenger's name and destination before they get in, which also stops them getting into the wrong car.
• Be clear about where you are going, the route, how long it will take and the fare.
• Tell the operator about any change to the booking, so it can tell the passenger the new fare.
• Carry a lone worker device, or ask your operator for one.

Your operator may also warn you when giving the booking that the passenger sounds drunk. You can judge their physical and mental condition at pick-up too. If you have concerns, contact your operator immediately.

Drink and drugs

The handbook says drink or drugs can affect someone's ability to think and communicate clearly, and make behaviour hard to predict, sometimes aggressive. Specific rights it gives you:

• If the passenger cannot communicate clearly to confirm their destination, or cannot walk because of drink or drugs, you have the right to refuse to take them. You cannot be sure the address is right or that they could get out unaided.
• If possible, insist that a friend comes with them, or ask to speak by phone to a friend of the customer to confirm the destination.
• Section 3 also lets you decline if passengers carry open bottles or cans of alcohol, anything dangerous or inflammable, or act in a violent or offensive way.

If you refuse, be polite and explain why, which may help avoid a complaint. Tell your operator the full reasons. Because the operator accepted the booking, it is responsible for arranging another driver or making clear to the passenger that the booking is cancelled. Remember the opposite rule too: you must not refuse passengers because they are disabled or have assistance dogs. See our guide.

If a passenger is unconscious, extremely unwell, seems injured or is in an emergency with no one else to help, call 999 and stay with them until the services arrive. If they are aggressive or violent, move somewhere safe for you where you can still see them until help arrives. Do not try to give medical help yourself unless the emergency services or a medical professional instruct you, or you have appropriate training.

Spotting trouble early

The handbook lists warning signs that someone might be becoming aggressive: tapping fingers, crossed arms, hands in tight fists, aggressive staring, a raised voice, an angry expression, a sudden change in behaviour or a change in their voice. It says to trust your own feelings, never ignore the signs, and act immediately, because the earlier you notice, the more choices you have.

Calming a situation

• Talk calmly and do not raise your voice.
• Listen and do not interrupt.
• Respond to their concerns and ask questions.
• Explain things rather than arguing.
• Have a pre-planned way to excuse yourself, for example suggesting that someone at the destination could sort the problem out.
• Explain what happens next if the behaviour continues: you will have to stop and possibly call the police.

If it cannot be calmed

The handbook says to get away and exit the situation. If necessary, find somewhere safe to stop, turn off the engine, take the keys and get out. If the passenger intends to hurt you, they will probably get out as well, giving you the chance to get back in, lock the doors and drive away if it is safe. Consider using a lone worker device to call for help. If an incident happens when you are away from your vehicle, return to it when possible and take time to calm down before you drive off.

The handbook is clear: think about your personal safety first and do not put yourself at risk. If a passenger becomes angry or violent, you have the right to say you will not accept it, and if that fails and it is safe to do so, to ask them to leave.

Hate crime

Offensive or violent behaviour towards you because of your race, faith, sexual orientation, disability or gender identity is a hate crime. TfL urges you to report it to the police, so it can be investigated. Report as soon as possible on 101, or 999 in an emergency.

After an incident

1. Tell your operator, and if needed call the police or an ambulance.
2. Talk it through with a friend, colleague or your operator.
3. Find out what support is available. The handbook says there is advice on health and wellbeing on the TfL website.
4. Write it down using the handbook's list. Our record keeping guide has it.
5. Report near-misses too, to help prevent repeats.

Your own conduct

Handle every passenger with respect. The handbook says that inappropriate behaviour by you, including sexual behaviour even if a passenger agrees, will be investigated and can cost you your licence. See complaints. CCTV, if fitted, must display the TfL sign, and the handbook notes a recording can be useful evidence in a dispute.

General information, not legal advice. In danger, call 999.