Cabify FAQs

We’re always looking to welcome new drivers to our platform. It’s a great opportunity to earn a stable income, driving high quality clients for some of the world’s leading brands. So how can you apply?

Simple. Just go to the Drivers section of our website, fill out the form, and we’ll be in touch.

Additional regional information

Spain:

In order to work with us as a driver, you need to have use of a suitable vehicle with a VTC license.

If you don’t have this, you can still work with us but you’ll need to get in touch with a company that owns a fleet of licensed vehicles. There are many such companies that use Cabify and are looking for drivers.

If you’re having trouble logging in to your account, it could be because you’re entering the wrong password. Try clicking the ‘forgot password’ option so that we can send you a link to create a new one.

Alternatively, there could be a problem with your internet connection. Make sure you’re definitely online and try again.

If you still can’t get into your account, contact us and we’ll be in touch to help you as soon as we can.

We'd be delighted to have you on board! To open an account, just follow these simple steps:

Via the app:

Download the Cabify application for Android and iOS from your app store. Open the app and tap "Register". Follow the simple instructions and you'll be ready to use Cabify!

Via the website:

Alternatively, you can create an account via our website by pressing 'Register' and filling in the details.

Additional regional information:

Spain:

To comply with the orders of the Direccin General de Transporte, from now on we need to know your ID number when you travel with Cabify. This will only be used for safety purposes. As always, we'll keep your private information confidential and stored securely.

When you introduce a new payment method, we make a small charge on the card to verify that it’s valid. We then refund this charge immediately.

If you’d like to become a Cabify Driver, just go to the Drivers section of our website, fill out the form, and we’ll be in touch.

If you’d like to work in one of our offices around the world, simply go to the Jobs section of the website to see our current openings. We’re growing fast, so new opportunities are coming up all the time. Good luck!

At Cabify, we aim to give you the best service possible. However, very occasionally, things can go wrong. In some situations, you may be entitled to a refund.

If you think this might be the case, please contact us, telling us about your situation, and we’ll refund you if appropriate.

When necessary, please attach a download or screenshot of your bank receipt showing the relevant charge.

Yes! You can order a Cabify on your account for someone else through the web or app.

Via the web:

Log in to your account and, in the left-side menu, click on ‘Order a Cabify’

Select either ‘For another user’ or ‘For a guest’.

Enter the passenger’s details and enter the pick up and drop off addresses.

Via the app:

Enter your pick up and drop off point

Find the ‘Message the driver’ field, just below the categories.

Once there, write a message indicating the name of the person that wants to make a journey.

Remember, once you’ve ordered a Cabify for someone else you can share the journey with them so they know exactly where the driver is at pick up time.

Yes, you can tip the driver via the app. It’s very simple: if, once your journey is over, you rate your driver 5 stars, you’ll been shown a screen showing you three different tip amounts. You just need to choose one, and this amount will be taken out of your payment method and given to your driver.

This option is currently only available for private users in Spain, Mxico, Chile, Brazil,Argentina, Colombia, Peru, Ecuador and Panama. We’ll be releasing it in more countries soon.

Yes, you can make all the stops you like in your journey, you’ll just need to tell the driver, either when you get in the car or by writing the stops in the ‘message the driver’ field when you order. Be aware that the cost of the journey will vary accordingly depending on the stops you make, as we will charge the optimal route from A to B and B to C, and so on.

To see a list of our prices, check out our Fares page and select the relevant city.

If you want to be emailed discounts or special promotions related to our service, you must have activated the option 'Receive promotions' within the app. To do this, just follow the steps below:

Open the main menu by tapping on your profile picture.

Select 'My account'.

Select 'My info’ and at the bottom of the screen you will see the 'Receive promotions' option.

Press to activate or deactivate it.

We pride ourselves on providing a quality experience for our users and we're really sorry if something has gone wrong for you. If you think you’ve been charged incorrectly, please contact us and we will do our best to put it right as soon as possible. Please make sure you attach a download or screenshot of your bank receipt showing the relevant charge.

Bear in mind that sometimes it might appear that there has been a mistake at the moment of charging when in fact there could be a simple explanation, such as:

You were charged a pre-authorization payment as part of our anti-fraud safeguards, and this amount will automatically be returned to you in a few days.

You changed the drop off point or made a stop mid-journey, meaning that the estimated price differed from the final price.

You were charged some waiting time because you exceeded the courtesy waiting time. Consult our fares page to check waiting times.

Your travelled via a toll-road which wasn’t included in the original price estimate.

If none of these explanations solve the issue and you still think you’ve been charged incorrectly, please contact us and we will do our best to put it right as soon as possible. Please make sure you attach a download or screenshot of your bank receipt showing the relevant charge.

Additional local information

Argentina:

In Buenos Aires, the courtesy waiting time is 3 minutes for ASAP requests and 5 minutes for reservations.

In Rosario, the courtesy waiting time is 3 minutes for ASAP requests and 10 minutes for reservations.

Spain:

At Madrid, Sevilla and Malaga airports the courtesy waiting time is 15 minutes for Lite and 30 minutes in Group and Executive categories.

At La Corua, Barcelona, Alicante, Murcia and Valencia airports, the courtesy waiting time is 15 minutes in all available categories.

In Cabify the rates are calculated at the time of ordering, taking into account the optimal route to your destination and the expected duration.

The price may also vary depending on availability of vehicles at that time, but if there is a surcharge, you'll see it when confirming your order.

Therefore, even if the driver takes a longer route (to avoid traffic, for example) it makes no difference to the price.The final journey price can only differ from the original estimation if:

If you make extra stops during your journey

If you exceed the courtesy waiting time (see your city’s fares page for info on waiting times)

If you change your drop off point

If you go through tolls not included in the estimated price

If you change your pick up point after the courtesy waiting time has elapsed.

If you request a child seat that's not already included

For more information on what to do if you believe that your driver did not act appropriately, see "What can I do if I was unhappy with the driver?".

There are various reasons why we might have to block your account:

We may have noticed suspicious activity on your account and blocked it for your own protection.

There may be a problem with your payment method.

Less frequently, we are told that a user has behaved unacceptably during a journey and so we block their account to protect our drivers.

If your account has been blocked and you want to reactivate it, please follow these steps:

Check your email to see if we’ve contacted you about any suspicious activity on your Cabify account. If so, you may need to change the password on your email account.

Press ‘Start reactivation request’ below to open the online form.

Choose ‘My account has been suspended’.

Fill in the form, choosing again ‘My account has been suspended’.

Press ‘Submit’.

I’m worried someone might have gained access to my account. What can I do?’

Once you’ve sent the request, we’ll be in touch as soon as possible to reactivate your account or let you know what you need to do.

Ready? Start reactivation request.

For tips on keeping your account safe, see ‘.

We want you to have a quality experience with Cabify, and that doesn’t end the moment you arrive at your destination. If you have any problems or feedback, we’re right here ready to respond as soon as possible. Don’t be shy!

The easiest way to contact us is via the app :

Open the menu by pressing on your photo / person icon

Press ‘Help’

Select ‘I want to contact Cabify’

Choose the relevant options

Attach a file if necessary

Press ‘Submit’

[email protected]

You can also get in touch with us via the web :

Click 'Log in' in the top right corner and enter your details

Select ''Help'.

Choose the option that best fits your request

You can attach a file if necessary

Click 'Send.

We’ll immediately send you an email confirming we’ve received your message and then we’ll be in touch with more information as soon as possible.

Alternatively, you can contact us here and we’ll get back to you as soon as we can.

Additional regional information

Brazil: You can contact us via the link above or, if you prefer, you can email us at [email protected]. If you need to contact our legal team directly, please email

In Cabify you can access you data whenever you want. Just follow these steps:

For personal details, password and promotions:

Open the menu and press ‘My account.’

Select ‘My info.’

Once there, you can access and edit your:

Name

Surname

Phone number

ID document

Email

Loyalty program

Willingness to receive promotions

Password

For your favourite places:

Open the menu and press ‘My account.’

Select ‘My places.’

Once there, hold down on the location and select ‘Delete’ to remove it. If you want to add a new location, you just need to press’+’ and follow the instructions.

For your preferences:

Open the menu and press ‘My account’

Select ‘My preferences’

There you’ll be able to modify your journey preferences: music, driver calls, A/C etc.

Download our app from the Google Play Store or the Apple AppStore for your smartphone.

Unfortunately, the Cabify app is not available on Windows Phone.

If you want to share your account with other people, you can add multiple users via the online platform. This can be a really great feature if you use Cabify as a family or as a couple.

To add a new user to your account, just follow the steps below:

Go to cabify.com and log in to your account.

Select Users' from the menu.

Press 'Add user' and fill in the information.

From now on, when you order a Cabify you'll be able to specify whether it's for you or for one of your users

Find your city and hit the link. You'll be taken to a page that shows the prices for each vehicle category available in that city.

Country

City

Link

Spain

Madrid

Click here

Mlaga

Click here

Murcia

Click here

Barcelona

Click here

Sevilla

Click here

Alicante

Click here

Valencia

Click here

Santander

Click here

La Corua

Click here

Argentina

Buenos Aires

Click here

Rosario

Click here

Mendoza

Click here

Brazil

Belo Horizonte

Click here

Porto Alegre

Click here

Rio de Janeiro

Click here

So Paulo

Click here

Santos

Click here

Curitiba

Click here

Brasilia

Click here

Campinas

Click here

Chile

Santiago de Chile

Click here

Concepcin

Click here

Valparaso

Click here

Iquique

Click here

Colombia

Bogota

Click here

Barranquilla

Click here

Cali

Click here

Medelln

Click here

Ecuador

Guayaquil

Click here

Quito

Click here

Mexico

MexicoCity

Click here

Guadalajara

Click here

Merida

Click here

Monterrey

Click here

Puebla

Click here

Quertaro

Click here

Panama

Panama City

Click here

Peru

Lima

Click here

Dominican Republic

Santo Domingo

Click here

Uruguay

Montevideo

Click here

If you think left something in a Cabify, you'll need to send us a lost items form. You can do this via the app or via the web.

Via the app:

Go to 'Journeys' then 'Previous'

Select the journey during which you lost your item

Click 'Report a problem' then 'Problem with journey or charge'

Select 'Lost item' and fill in the form.

Terms and Conditions here

Via the web:

Go to www.cabify.com and sign in using your username and password.

Click 'Journeys' then 'Previous journeys'

Select the journey during which you lost your item

vClick 'Report a problem' then 'Problem with journey or charge'

Select 'Lost item' and fill in the form.

Please make sure you include your phone number and authorize us to handle your data.

What happens next?

Once you’ve sent us the contact form, we’ll let you know whether we’ve heard anything from the driver and, if so, where you need to go to pick the item up.

Of course, we do our best to facilitate the return of lost items to their owners, but we can offer no guarantee that all items left behind will be found and returned. Therefore, we recommend always checking the vehicle before getting out of your Cabify to make sure you’re not leaving anything behind.

You can find our .

Additional regional information (please note, in all countries you first need to fill in the lost items form):

Argentina:

The driver will take your item to the local Cabify office.

Colombia:

Our local office will put you in touch with the driver so that you can arrange the return of the item without needing to come to our office. Any travel costs incurred in this process will be your responsibility.

Peru

Our local office will put you in touch with the driver so that you can arrange the return of the item without needing to come to our office. Any travel costs incurred in this process will be your responsibility.

It’s quite simple. Once you've created an account, follow these steps:

Via the app:

Choose your pick up and drop off points

Select the type of vehicle you need. You'll see a price estimate.

You can leave a message for the driver here.

Check your journey information is correct and press “Order now”.

The moment you order your ride, Cabify will start searching for the nearest driver to come and pick you up. Enjoy the ride!

Via the website:

Log in to your account.

Select Order a Cabify' from the menu

Specify whether it's for you, another user on your account (an employee) or a guest (somebody not on your account).

Complete the relevant info: pick up and drop off point, date, category of vehicle.

Enter a charge code (if necessary)

Add a message to the driver if you need to.

We'll show you the estimated price for this journey before you confirm the order.

Follow this process for both immediate requests and reservations.

It's also possible to order more than one Cabify at once. To do so, you folow same steps described above new account.

In the 'Journeys' section you can see the status of the journeys on your account.

With Cabify, the easiest way to pay is electronically, via the app. Just add a payment method to your account and from then on, you’ll be charged automatically at the end of the journey.

What can I add as a payment method?

You can use a credit/debit card (depending which country you’re in) or PayPal. We can not currently accept prepaid cards.

Can I pay in cash?

In certain cities you can choose to pay in cash at the end of the journey. For more information on this service, see ' How can I pay in Cash? '.

How can I pay if I’m using Cabify abroad?

Some banks don’t accept payments made from abroad for security reasons. If your payment card fails repeatedly, we may have to block your Cabify account, leaving you temporarily unable to make journeys with us. To avoid this, we recommend that you add PayPal as your payment method if you travel abroad frequently to ensure smooth and easy payment whichever country you’re in.

Additional regional information

Here is a country-by-country list of the ways you can pay. You’ll notice that PayPal is accepted in all countries and Cash is accepted in all countries except Portugal.

Argentina:

Tarjeta: Visa, MasterCard, American Express, Diners Club.

PayPal

Efectivo

Brazil:

Tarjeta: Visa, MasterCard, American Express, Maestro, Electron, ELO.

PayPal

Efectivo

Chile:

Tarjeta: Visit wuola, MasterCard, American Express, Discover, JCB, Diners Club, Redcompra, Redcompra Prepago, Magna.

PayPal

Efectivo

Colombia:

Tarjeta: Visa, MasterCard, Discover, Diners Club.

PayPal

Efectivo

Dominican Rep:

Tarjeta: Visa, MasterCard, Diners Club.

PayPal

Efectivo

Ecuador:

Tarjeta: Visa, MasterCard, American Express, Discover, JCB, Diners Club.

PayPal

Efectivo

Mxico:

Tarjeta: Visa, MasterCard, American Express, JCB, Carnet.

PayPal

Efectivo

Panam:

Tarjeta: Visa, MasterCard, Discover.

PayPal

Efectivo

Per:

Tarjeta: Visa, MasterCard, Diners Club.

PayPal

Efectivo

Spain:

Tarjeta: Visa, MasterCard, American Express, Diners Club.

PayPal

Efectivo

Yes, you can message the driver in the moment of ordering (to give them your exact location, an alternative phone number, etc), or once you’ve ordered, you can call them once they’re on their way.

Via the app: Once you’ve entered your pick up and drop off point, under the vehicle type you should see a button that says ‘Message the driver.’ Leave your message and the driver will see it.

Via the website: When making a reservation or immediate request in the 'Order a Cabify' section you'll find a 'Message the driver' field. There you can write any instructions you have for the driver.

When your ride request has been accepted you have been assigned a driver, you’ll see their photo and a list of actions. Press ‘Call’ and you’ll get straight through to the driver.

Please bear in mind that if your driver is finishing a journey near you before picking you up, you won't be able to contact them until they have dropped off their passenger.

Lembre-se de que, se o motorista estiver terminando um trajeto perto de voc antes de busc-lo, voc no vai poder entrar em contato at que ele ou ela deixe o passageiro.

The Cabify app needs to be sending and receiving quite a lot of information in order to work. If it won’t connect properly, the most likely scenario is that you don’t have a strong internet signal. Try moving to a place with better coverage.

Another reason could be that you’re using an outdated version of the app. Your app should update automatically, but if not you can go to your app store ( Play Store on Android and App Store on iOS) and search for Cabify. You should then see the option to update the app.

There may be occasions where technical problems are causing the app to crash. If so, our engineering team will be on the case immediately and should get things working again extremely quickly.

We're always looking to welcome more drivers to our platform. How much you could earn through Cabify depends on the hours you choose to work, as you'd be your own boss. We offer regular payment, the chance to earn more in peak hours, and a range of Driver's club benefits.

For more information, go to th Drivers section of our website, fill out the form and click 'Sign up'.

At Cabify we try to give you more options in one single app to help you get around the city. In many of our cities you can request the 'Easy Taxi' category (or the 'Taxi' category in Spain) when you want to get around the city by taxi.

To do so, just follow these steps in the app:

Tell us where you want to go.

Select the category dropdown...

... and choose 'Easy Taxi'.

That's it! Now you can get around the city by taxi.

In the event of any incident, problem or lost item in a taxi you ordered via our app, just contact us in the usual way.

The Easy Taxi category is not available in Argentiina, Dominican Republic or Panama.

Addtional regional information

Spain: Our taxi category for Spain is simply named 'Taxi' and is available in Santander, Madrid and Valencia. The journey price is calculated via taximeter according to local regulation.

Yes, you can invite your friends and get discounts as long as you have made at least one journey with us. Just open the app and follow these steps:

Open the menu by tapping on your profile picture in the top left corner.

Tap on “Ride for free”

Select 'Invite Friends'

Choose how you want to share it (WhatsApp, email, etc) or just copy and paste your code.

When your friend uses Cabify for the first time, we'll give you a discount.

You can tap on the ''My invitations' option on the 'Ride for free' screen to see the status of each invitation: whether you've now got the discount or whether your invitation is yet to be used by your friend. If you've obtained the discount, you'll see a gift icon. Tap on it to see the discount's terms and conditions.

Businesss users cannot send or receive invitations.

If your driver arrives at the pick up point and isn't able to find you there, they'll wait 5 minutes for you. They will then try to contact you but if they are not able to and have received no further instructions from you, they will leave. In this case, you will be charged the minimum journey price.

If you find that you can't make it to the pick up point in time, the best thing to do is call the driver and tell them where you are so they can come and collect you. Your location will become the new pick up point. Bear in mind, the price of your journey may be affected.

Cabify is a better way to get around the city. We offer different types of vehicles (sedans, executive cars, luxury vans, taxis, etc) with private driver. We give you everything you need to enjoy the ride: a great driver in a nice car, water and even your choice of music. You can order in real-time or make a reservation through our mobile apps (iPhone and Android), any smartphone or our website ( www.cabify.com. )

We work hard to offer you the best possible service and so we hope this never happens. If it does, however, cancel your journey and get in touch with us- via app or web- to let us know.

If you're not sure how to get in touch with us, click here.

Using charge codes is very easy! If you’re a corporate user, you can enter a charge code when ordering a ride. Just follow these steps:

Enter the point of origin and destination.

Select one of the available charge codes in the list that will appear (in the field 'Enter charge code' if it is in the app or 'Enter label for this journey' if it is on the web).

You can also search for a charge code in the search engine.

Follow the usual steps (select category, write a message to the driver...) and... there you go! Your journey will now be associated with a charge code.

Remember that, if you’re an administrator, you can use the charge codes as labels to classify your team’s journeys, by project, client, departments, meetings, etc. This way, in the monthly reports you will have a more complete vision of the expenses.

Yes, no problem. If you would like your driver to be waiting at yourairport's Arrivals gate to collect you, perhaps with a sign,you just need to send them a message when you reserve your Cabify ( see ‘Can I send a message to the driver? ).

Try to make the reservation with enough notice to give them time to make the sign. This service has no additional cost, though you will be charged any waiting time past our 15 minute courtesy period.

Additional regional information:

Spain: Unfortunately, we're unable to provide this service.

The most common cause for a user’s payment card to be rejected is because they are trying to use it in foreign country and a security block has been put on the card. That’s why we recommend using PayPal if you’re going to be using Cabify abroad.

Other reasons could be:

The incorrect card details were entered

The account contains insufficient funds

The card has expired.

If none of the above seem likely, get in touch and we'll help you as soon as possible.

To incentivize our drivers to be on the roads when you need them most, thereby lowering waiting times and improving the service we can offer you, a small surcharge may be added to your journey price during moments of high demand.

As long as you enter a drop off point when ordering your journey, you’ll know when it includes a high demand surcharge because there will be an ‘i’ symbol next to the price. You can click on this ’i’ to see the surcharge amount. It’s calculated by taking a varying percentage of the journey price, depending how high demand is. So it may vary one journey to the next, but once it's calculated in your estimated price, it can't change (unless you make changes to your journey).

FAQs

Of course, if you don’t enter a drop off point at the time of ordering, you won’t see a price and you won’t know whether a high demand surcharge applies until the journey is completed. You’ll be able to see the fare breakdown in the emailed receipt.

So, when do high demand charges apply?

Basically, during moments when lots of people are ordering a Cabify. For example, when people are traveling to/from work, when it is raining lots, when there is a big event on, or at busy weekend periods. We monitor demand levels in real-time so that the price goes back to normal as soon as the demand goes back down.

This applies in the following cities:Buenos Aires, Barranquilla, Bogota, Cali, Medellin, Quito, Guayaquil, Porto Alegre, Brasilia, Belo Horizonte, Curitiba, Campinas, Sao Paulo, Rio de Janeiro, Santos, Santiago, Concepcion, Valparaiso Madrid, La Corua,Barcelona, Sevilla, Valencia, Murcia, Alicante, Malaga, Mexico City, Merida, Puebla, Queretaro, Guadalajara, Monterrey, Panam City, Santo Domingo,Buenos Aires, Rosario, Mendoza, Crdoba,Montevideo andLima.

Additional regional information

Colombia

If you are in Medellin, please read the regarding the surcharge for Cabify for Business users.

Welcome to Brazil!

Just arrived at Guarulhos Airport and need a Cabify?

If you’ve ordered a taxi, leave the arrivals area and wait in the first lane. If you’ve ordered a private car, cross to the second lane.

Four factors can affect the price of your journey: Distance, predicted journey duration, vehicle availability, any extras.

1. Distance: Our system calculates the kilometres of the optimal route between two points, independently of the route taken by the driver. On occasions, it can happen that the optimal route from A to B is different to that of B to A (e.g due to one-way streets) and therefore any difference in kilometres will affect the price.

2. Predicted journey duration: This of course depends on real-time traffic conditions at the time of ordering. So, if you're returning at a much quieter time than when you left, you may see a lower price when you order your ride.

3. Vehicle availability: High demand surcharges in certain cities may alter prices. For example, if your return journey is at a time of high demand but your outward journey wasn't, your return journey may cost a bit more. Please see " What is the surcharge that applies during periods of high demand? " for more information.

4. Extras: If you use a toll road unexpectedly, make stops mid-journey, exceed the waiting time or use a child seat not already included in the price... all these bring an extra cost.

For more information see ' How is the journey price calculated? '.

Your’ trusted contact’ is a friend, relative, partner or colleague with whom you can automatically share all your journey information. This person doesn’t need to have the Cabify app, as the messages will be sent to their phone via SMS.

Follow these steps to add a 'Trusted contact in the app:

In the app, open the menu by tapping on your profile picture in the top left corner.

Tap on "My Account"

Tap on "Trusted Contact"

Press the "+" or "add" button.

Enter all the information required, and press "" or "save"

Once you’ve entered a trusted contact, they will receive text messages updating them at each stage of your journey: when you order your car, when you start your journey and when you arrive. This feature is completely free to use.

If at any moment you’d like to deactivate this person as your ‘trusted contact’, you just need to go back into your profile and remove them.

Please note, this feature is currently only available in Mexico, Brazil and Ecuador

Adding favourite locations makes it even easier when ordering a ride, and it’s very straightforward to do in the app:

Open the menu and select ‘Your locations’

Select Home or Work or press + to add a new one

Enter an address

If you like, add instructions for the driver and specify the exact location

Press Save

Glovo is a delivery platform. You can use it for all sorts of things, including:

Ordering food from your favorite restaurants.

Getting something from a shop: Glovo will buy it and bring it straight to you.

Courier service: send or deliver whatever you need.

You may see Glovo as an option in the Cabify app, as we think it’s the best way to get something delivered to you. However, please bear in mind that it’s a separate service so you’ll need to download the Glovo app in order to use it and the responsibility for fulfilling your order will be with Glovo.

You’ll find Glovo as a recommendation within our app for delivery needs in the following cities:

Argentina: Buenos Aires

Brazil: Belo Horizonte, Campinas, Curitiba, Porto Alegre, Rio de Janeiro, So Paulo, Santos

Chile: Santiago de Chile

Peru: Lima

Panama: Panama City

Our prices are per ride, not per person. The price won’t go up if there’s more of you. However, if you’re traveling in a group, be sure to check the capacity of the vehicle before booking.

If you think somebody might have obtained the password to your Cabify account or somehow gained access to it, please change the password immediately.

Not sure how to? It’s easy:

Open the app and tap on your photo / person icon

Press ‘My account’

Press ‘My info’

Scroll all the way down and press ‘Edit Password’

Enter your current password and choose a new one.

Press the tick icon in the top right corner to activate your new password.

How can I make sure my account is safe?

For tips on choosing a password that will keep your account secure, see ‘’.

Once a journey finishes, you have two hours to give your rating of between one and five stars. If you rate the driver three stars or under, you’ll be asked to give more details as to what went wrong and we may get in touch with you to follow it up.

This way, the driver ratings help us to ensure that you are offered an excellent, five-star service.

Please note, the rating is intended to be an evaluation of the driver, not our service as a whole. If there was something you were not happy that had nothing to do with the driver, please write to us.

If you land at Madrid airport and you haven’t made a reservation, don’t worry, our cars will be waiting for you nearby. You only have to open our app, order your Cabify and, in a few minutes, you'll be riding with us. Remember that you can't ask for a ride in person - you always have to order via the app.

Welcome to Adolfo Surez Madrid-Barajas Airport

Terminal 1

Terminal 2/3

Terminal 4

And what if I'm using the Taxi category?

Terminal 1

Hall 1:

Leave the hall and, without going out into the street, go right into the terminal lobby.

Continue through the lobby until you reach the pharmacy and exit the street through the door in front of it.

Cross the zebra crossing and behind the VIP car park there is an elevator. Go up to the first floor and at the end of the car park you’ll find the VTC spaces (for Cabify vehicles) marked in red.

Hall 2:

On leaving the hall, go out onto the street through the door in front of the pharmacy.

Cross the zebra crossing and behind the VIP car park there is an elevator. Go up to the first floor and at the end of the car park you’ll find the VTC spaces (for Cabify vehicles) marked in red.

Terminal 2/3

P2 Parking Express

Exit the hall and, without going out to the street, go left through the terminal. Walk through the lobby following the signs to T1.

Continue until you find the P.Express sign and exit the street through that door.

Cross the zebra crossing and, on the left, you will find the Parking Express. The driver will also call you when he/she arrives.

Terminal 4

On leaving the hall, go towards the doors and without leaving the terminal, go up the left walkway to the first floor.

Turn right towards the car park. At the end of this corridor, turn left towards Module B and take the elevator to floor 4. You'll find the parking spaces for Cabify on the left.

And what if I'm using the Taxi category?

If you use our app to order a taxi, you'll find it in the official taxi pick up zone.

T1: You'll find your taxi just after the terminal exit, after crossing the zebra crossing (by the AVIS office).

T2: Your taxi will be in the 'Parking Express' zone that you'll find leaving the terminal on your left hand side, after a zebra crossing.

T3: You should go to the exit by Floor 0, just opposite Hall 7.

T4: Your taxi will be waiting for you in the pick up zone. Leave via Floor 0 and follow the signals to the car hire.

Access Taxi* is our category of vehicles adapted for the exclusive use of wheelchair users or people with reduced mobility, with qualified vehicles such as EuroTaxi. This category comes with a professional driver that has been specially trained, so you can be sure of a comfortable and enjoyable journey.

To order an Access Taxi, you just need to select ‘Access Taxi’ when choosing your category.

Vehicles are adapted to fit your needs:

Vehicles of up to max 4 spaces + rear area adapted for wheelchairs, or max 6 spaces without a wheelchair.

Stainless steel floor ramp

Lightweight manual ramp

2 rotating seats located in the third row (only available when the person with reduced mobility does not travel with a wheelchair).

Wheelchair security system consisting of:

2 front electric seat belts to hold the seat at the front

2 rear manual belts to hold the wheelchair at the rear, or 1 belt to hold the passenger in the wheelchair.

1 seat belt to hold the passenger in the wheelchair

1 electric step for easy access through right side door

1 handle located on the right side door (for easy access through this side door)

Check out the rates for Cabify Access here.

*This service is currently only available in Madrid, Spain.

We're sorry that you're having trouble applying a discount. If something's not working properly, write to us and we'll put it right as soon as possible.

However, sometimes there is a simple explanation. Consider these key points:

Before credit applies, you must have a valid payment method added

The discount may have expired. Check the terms and conditions.

Discounts do not apply when paying by card machine.

You must enter the discount code in the app before you order the journey(s) you want the discount to be applied to.

The discount will be applied when your journey is finalized and you are emailed the receipt. The estimated price you’ll see until then won’t take the discount into account.

It's also worth checking that you've put the code in correctly. See ‘I have a discount. How can I use it?’ and follow the steps.

Of course, if you’re still having problems, please contact us so that we can help.

Before you can order a Cabify, you need to add a payment method to your account. This can be a debit/credit card (depending which country you’re in) or PayPal. We do not currently accept prepaid cards.

Alternatively, if our cash service is operational in your city, you can choose to pay in cash instead. For help on how to do so, see ‘ How can I pay in cash? ’.

To add a new payment method (card or PayPal) to your Cabify account, just follow these simple steps:

Via the app:

Tap your profile picture in the top left corner to open the menu.

Tap on “Payments”

Press 'Add' (iOS) or + (Android)

Choose your preferred payment method (bank card, PayPal...)

Enter all the payment method information and press “Save'.

Share payment method

If you are a Cabify for Business user, remember that it's not necessary to add a payment method as your administrator in your company will do it for you. If you are the administrator and you want to add a new payment method, here's how you can do so:

Go to cabify.com and log in to your account.

Select 'Billing' from the menu

Click 'Add'

Fill in your payment details

Click 'Save'.

Once added, you can click '' if you want other users on your account to be able to pay with it.

Note: For security reasons, some payment methods require you to verify your identity.

To change your personal details, just follow these simple steps:

Via the app:

Tap your profile picture in the top left corner to open the menu.

Tap on “My account”

Tap on “Profile”

Edit any relevant information.

Press “Save”.

Via the website:

Go to cabify.com and log in to your account.

Select My account' from the menu.

Edit your information and press 'Save.'

You can use Cabify in the following cities:

Argentina: Buenos Aires,Mendoza,Crdoba and Rosario

Brazil: Belo Horizonte, Brasilia, Curitiba, Campinas, Porto Alegre, Rio de Janeiro, Santos and Sao Paulo

Colombia: Barranquilla, Bogota, Cali and Medellin

Chile: Concepcion, Santiago,Iquique and Valparaso

Dominican Republic: Santo Domingo

Ecuador: Guayaquil and Quito

Mexico: Guadalajara, Mexico City, Merida, Monterrey, Puebla and Queretaro

Panama: Panama City

Peru: Lima

Spain: Alicante, A Corua, Barcelona, Benidorm, Madrid, Malaga, Murcia, Santander, Seville and Valencia

And many more to come...

The service, safety and sustainability feeis a separate charge added to each journey and included in the final price. It goes towards improving security in our apps, minimizing our environmental impact and investing in improvements to our sector's regulatory framework, amongst other things.

You’ll see the service, safety and sustainability fee listed in your journey receipt.To find out more about how the journey price is calculated in your city, check out our fares page.

Additional regional information

Peru: Cabify reserves the right to charge the user a fee on top of the total price of the journey, necessary to cover the costs of the services that Cabify offers. This fee will be clearly stated in the receipt that the user will receive at the end of each journey.

Argentina and Chile:This fee isknown as 'Service, safety and sustainability processing'

To modify an existing reservation, you’ll have to cancel the reservation and make a new one. See ‘ How can I cancel a journey? ’ for more help.

Remember, if you cancel a reservation too close to the pick up time, you may be charged (see ‘ Do I have to pay if I cancel a journey? ’ for more information).

If you have a payment pending, it means we were not able to charge your payment card/PayPal account for your last journey. This may be due to lack of funds, or because your card has expired or been blocked by your bank.

While you have a payment pending, you won’t be able to make any more journeys, so please make sure you add funds to your account or update your payment method as soon as possible. If you need further help, please contact us.