The taxi didn't arrive or was late. Who is responsible for the missed flight and additional costs?
The car was supposed to be at your house at 5:00 a.m. The app still says "looking for a driver," even though you booked a ride the previous day. Or the driver is already assigned, but the arrival time has changed from five minutes to fifteen.
When it comes to a plane, bus, or important meeting, it's not just about getting your fare refunded. You need to determine who agreed to transport you, what they promised, and whether their failure resulted in a tangible loss.
Taxi didn't show up? You can claim a refund and compensation.
Direct booking with a Polish carrier may make it easier to pursue liability claims
You book a ride on the app for tomorrow. Since when does the platform respond?
The driver took the course. Does liability begin only after getting into the car?
You order a taxi "right now." What changes the immediate rate?
Airport Transfer: Confirmed service does not require knowing the driver's name
You provide your flight number. Is the carrier responsible for your arrival from that point on?
How much time should you allow to avoid being accused of contributing to the accident?
Traffic jams, breakdowns, and bad weather. When might an explanation from the carrier be sufficient?
How do platforms limit liability in their terms and conditions?
Taxi didn't show up? You can claim a refund and compensation.
If the accepted journey was not performed correctly and caused a documented loss, you may seek compensation for it.
However, just being late for a flight does not mean you will be entitled to compensation: what matters is the content of the contract, the reason for the delay, the amount of time available and the possibility of saving the trip.
Confirming a booking in the app doesn't always mean the carrier accepts the ride. The platform may be responsible for its own errors in handling the order, and the carrier may be responsible for failing to provide the accepted transport.
Providing a flight number does not automatically guarantee your flight will be on time, but it can help demonstrate what information the company has received.
In this guide you will find information on:
When does the obligation arise for the "now" rate, booking for tomorrow and airport transfer.
Who is responsible: the platform, the transport operator or the tour operator.
How to determine the time allowance and what changes the pickup time proposed by the carrier.
What costs can be claimed – from replacement transport to lost earnings.
How to evaluate disclaimers in Uber, Bolt, and Freenow terms and conditions.
How to collect evidence, write a payment request and keep track of deadlines.
What do Polish and foreign cases and available data on transport problems show?
What to do step by step when the taxi hasn't arrived?
First, limit the risk of further loss while securing evidence.
Check the address and pin. Make sure the driver isn't waiting at a different entrance.
Take screenshots. Keep the confirmation, artist details, course status, and hours.
Contact the driver or company. Ask for specific information about when the car will arrive.
Look for a replacement. Also note any unsuccessful attempts to order another shipment.
Keep your receipts and travel documents. Include new tickets, additional expenses, and any refunds you receive.
File a complaint with the appropriate entity. Describe the incident, calculate the loss, and attach evidence; a template can be found in the guide.
Direct booking with a Polish carrier may make it easier to pursue liability claims
It was supposed to be a simple article: the taxi didn't show up, the passenger suffered a loss - who should pay for it?
The more I read the rules and regulations, the more I saw that before answering the question, something more fundamental had to be decided: whether someone had actually committed to carrying out the journey, or had merely accepted a request to search for a driver.
So I propose a thesis: when traveling on an important trip, it is worth booking in advance directly with a local Polish taxi or transfer company that clearly confirms the provision of the service.
In my opinion, such an arrangement can provide a clearer path for complaints and seeking compensation: you know the contractor, their address and the content of the accepted obligation.
However, the Polish address alone, nor the name "corporation," "association," or "association," are decisive factors. What matters is whether the entity in question is responsible for the execution of the transport or merely transfers the order to an independent contractor.
The same difference needs to be checked in the app – the way the car is ordered does not yet determine liability.
Additional protection can be provided by appropriate business liability insurance, but you should check the policy's coverage. Mandatory car liability insurance is not general insurance against transfer failure, and simply having company liability insurance does not cover the cost of a missed flight. The covered damages, exclusions, and terms of the specific insurance are important.
As the owner of Rabbit-Trans Poland, I may not be entirely credible in your eyes - so I do not expect you to take my thesis at face value.
In this article, I examine the moment of acceptance of liability, regulations, evidence, and actual cases. Judge for yourself which order model provides the clearest answer to the question: "Who is liable if the car doesn't arrive?"
For the sake of credibility, I am omitting my personal comments and thoughts from the text.
First, separate three things: the booking, the contract of carriage and the claim for compensation
“Since when has the company been responsible?” sounds like one question.
In practice, it involves three different questions:
Since when does the platform have obligations towards you related to handling applications and orders?
From when is a specific entrepreneur obliged to perform transport?
When does a claim for money arise for failure to fulfill any of these obligations?
The obligation may exist today, even though the car is due to arrive tomorrow. A claim for compensation still requires negligence, damage, and a connection between the two. Simply entering into a contract does not mean that the company will cover every loss related to your trip from that moment on.
Apps often involve two contractual relationships: with the platform operator and with the transport operator. With a transfer company, you can enter into a single contract in which the company undertakes to provide the transport and then appoints the driver.
What you see or receive | What needs to be determined |
"We have accepted your application" | Has the inquiry been saved or has the order been accepted for execution? |
"Reservation confirmed" | What does this message mean in a given service and its terms? |
Driver and car details | Does allocation mean confirmed acceptance of the transport and who is the service provider? |
Company confirmation: pickup tomorrow at 5:00 | Has the company committed to providing a car, regardless of the driver's subsequent choice? |
Prepayment or blocking on the card | Was payment collected for the accepted service or was authorization only made? |
Don't judge the entire situation based on a single word on a screen. Keep your full confirmation, product description, and terms and conditions from the day you placed your order.
You book a ride on the app for tomorrow. Since when does the platform respond?
The platform may have obligations to you even before finding a driver. However, this doesn't automatically mean that once you click "book," it's a carrier and guarantees a vehicle.
The scope of the service accepted is important. Placing an order and trying to find a contractor is a different commitment than providing a car at a specific time.
What happens technically after I make a reservation?
From the passenger's point of view, the following stages can be distinguished:
You provide the date, time, pickup address and destination.
The system saves the order and shows its status.
The platform is looking for a contractor - the method and timing of the search depend on the service.
The driver or transport operator accepts the order.
You receive contractor details and further notifications about the implementation.
This is a diagram that helps you understand your booking history, not a description of the internal algorithm of all platforms. It's not a good idea to assume that every app locks a specific car into its schedule at the time of booking.
Freenow states on its Polish advance booking page that it begins searching for a driver as the pickup time approaches. It provides the driver's details once they've been assigned. A pre-booked reservation doesn't necessarily mean a specific driver has been waiting for the trip since yesterday.
Uber Reserve: Confirmation does not constitute driver acceptance
The Uber Reserve Terms, as amended on February 27, 2026 , contain the following disclaimer:
"The message "Reservation confirmed" does not mean that the driver has accepted it."
The document also states that driver acceptance is not guaranteed, and pickup and drop-off times are approximate. Driver details appear after the reservation is accepted.
For the passenger, this means having to distinguish between two confirmations: the recording of the reservation and its acceptance by the contractor.
In a dispute, it's also important to review the presentation of the service before purchasing. The terms and conditions alone don't conclude the assessment if the messages or advertising created a different perception of what was provided.
Can the platform be held responsible for its own error before a driver is assigned?
Such liability may be considered regardless of whether a contract of carriage has already been concluded.
Examples of issues requiring clarification include:
the system records a time other than that correctly confirmed by the passenger;
failure to submit the order for execution despite the obligation to do so;
providing incorrect information about his condition;
lack of agreed notification of the problem;
charging a fee without an appropriate basis.
These are examples of possible allegations, not findings that the platforms in question committed such actions. When seeking reimbursement for a lost flight, you must still demonstrate that the platform's own negligence led to the loss.
For example, the system displays the accepted fare for a long time, even though the booking was actually rejected. If accurate information would still allow you to book an available replacement transport, the timing and content of the messages can be crucial.
If there was no replacement available at that time, it may be more difficult to demonstrate the impact of the incorrect message itself on the flight cancellation.
The Office of Competition and Consumer Protection (UOKiK) classifies violations of the obligation to provide reliable, truthful, and complete information as practices that may violate the collective interests of consumers. However, this does not automatically mean that the platform will pay individual compensation.
Does the lack of a driver allow a company to say: "we are not responding yet"?
Not always. If the company itself has undertaken to provide transportation, the subsequent designation of a driver is part of its work organization.
Imagine a confirmation: "We accept an airport transfer, pick-up tomorrow at 5:00 AM, price PLN 250." If the entire contract states that the company is to perform the transport, the absence of the driver's name in the confirmation does not invalidate the agreement.
A clearly presented service that involves solely searching for an independent carrier looks different. Therefore, the most important question is: what has the company agreed to provide—transportation or brokerage?
The driver took the course. Does liability begin only after getting into the car?
If a contract has been validly concluded and includes picking up a passenger, the obligation to perform it may exist before the journey begins. It's not necessary to first get into the car for refusing to perform an accepted order to have consequences.
However, it's necessary to determine who is the contracting party. A photo of the driver in the app isn't enough to provide an answer.
The driver and the carrier are not always the same entity
Among other things, two variants are possible:
The driver runs his own business and is himself an entrepreneur providing transport.
The driver performs the journey on behalf of the company or fleet partner that is the passenger's service provider.
In the second variant, the contractual claim is essentially directed at the contracting company. Its internal settlement with the driver is a separate matter. Merely entrusting the trip to another person does not automatically release the contracting company from liability.
Ask for the full name of the service provider, registration details, and information on whose behalf the ride was accepted. You won't always receive a receipt for a failed ride, so it's worth confirming this information with the platform's staff.
What does Bolt predict?
Point 5.10 of the Bolt terms and conditions, effective from 1 January 2026, links the conclusion of the transport contract with the driver's confirmation of readiness, the customer's acceptance of the offer and the confirmation of the conclusion of the contract visible in the application.
Point 5.12 also provides for the possibility of cancellation, rejection or refusal to conclude the contract by the service provider or driver, with certain exceptions!
In the event of cancellation, it is therefore necessary to examine both the order stage and the basis for cancellation, as well as the effectiveness of the provisions applied. The existence of a "cancel" button should not be interpreted as meaning that any cancellation removes all effects of the prior commitment.
Acceptance of the course and subsequent change of driver
A change of driver doesn't necessarily mean a change of contractor. The company can provide a different driver under the same contract.
However, if the first independent service provider cancels the course and the app starts searching for another one, the history of both orders must be recreated. A replacement may mitigate the damage, but it does not in itself mean that the previous provider has been released from liability for the consequences of their actions.
You order a taxi "right now." What changes the immediate rate?
When placing an order, the immediate problem is usually distinguishing between a forecast and an accepted commitment.
Before accepting a course, the app may display an estimated waiting time. Only then will the specific provider and confirmation appear.
Stage | How to understand it when analyzing a claim |
You browse the offer and see "3 min" | This may be a forecast of availability , not a specific driver's acceptance of the route. |
You click on the order, the system searches for the car | You place an order; you need to check who has already accepted what obligation. |
You receive confirmation from the contractor | Check the moment of conclusion of the contract according to the terms of the given service. |
The accepted course is canceled | Record the time, reason given, possibility of replacement and costs incurred. |
The car is going to the wrong address | Compare the entered address, pin and agreed pickup location. |
The estimated time of arrival, or ETA, is only a forecast . An increase from three to five minutes does not constitute a breach of contract.
A slight change in the forecast is assessed differently, as is a failure to show up for the agreed route, and yet another is a false message "the driver is waiting" when the passenger is at the correct address.
If you order a car at the last minute, simply displaying a short waiting time does not transfer the entire risk of being late for onward transport to the platform.
Airport Transfer: Confirmed service does not require knowing the driver's name
"Airport transfer" describes the purpose of the journey. This term alone does not guarantee punctuality or a liability model.
You can purchase a transfer directly from a transportation company, through an intermediary, or as part of a package tour. In each case, you must read the order confirmation.
When the company itself undertakes to provide transport
When directly contracting with a transport company, it's crucial to confirm acceptance of the service. If the company is to deliver a vehicle at an agreed-upon time and place, it no longer needs to designate a specific driver.
In such a model it is worth agreeing on:
exact address, terminal, entrance and meeting point;
the hour of readiness of the car and passengers;
number of people, luggage and necessary car seats;
estimated travel time and target arrival time;
method of contact in the event of a delay;
rules for substitution and cancellation.
The absence of a dedicated driver on the roster is not a standalone response to a complaint. The company should explain why it failed to fulfill its obligation and what impact this reason has on its liability.
When the transfer is sold by an intermediary
Not every company with a transfer form handles the transportation itself . For example, Blacklane describes in its terms and conditions a model for organizing transportation through an independent service provider.
Therefore, check not only the logo above the form, but also the name of the contractor and the date of acceptance of the contract. Don't automatically apply the rules of one transfer company to all others.
When the transfer is part of the tour
If the trip is part of a tourist package, the organiser's responsibility for the implementation of the entire package may be significant.
This is a separate regime from a self-purchased taxi.
For this reason, a judgment awarding compensation for a missed transfer within a tour does not mean that the same amount is due for every missed transfer from the app.
You provide your flight number. Is the carrier responsible for your arrival from that point on?
A flight number helps determine the destination and travel dates. However, simply submitting a flight number does not automatically guarantee boarding.
What matters is what the parties have agreed upon in connection with this information. The following distinction is a practical interpretation of the principles of contract performance and professional diligence, not a statutory scale of liability.
Situation one: you provide the flight number, but you choose the pickup time yourself
You enter: "Pick-up 7:30, flight LO..., departure 9:00." The flight number may confirm that the company knew the destination, if the information reached them.
It's not yet known, however, whether the company was supposed to check in on the check-in time, whether it knew the type of luggage, and whether it accepted the task of selecting the appropriate time. The form field itself should not be confused with an individual travel feasibility analysis.
Keep proof that the flight number was part of the order. If you only sent it to the platform, determine if and when the contractor received it. It's impossible to automatically attribute knowledge of every piece of information stored in the app to the driver.
Situation two: you ask the company to choose the departure time
You write, "Flight at 9:00, I have checked baggage. Please suggest a pick-up time." The company responds, "We'll pick you up at 6:00; this trip includes travel and check-in."
This provides a stronger basis for evaluating its planning. The company not only met your suggested time but also provided expert guidance on which you could base your decision.
If the recommendation was unreliable, its impact on the loss should be investigated. However, this is not unconditional insurance against events such as sudden road closures or unusual problems at the airport.
Situation three: the company clearly guarantees arrival before a certain time
Confirmation "we provide transport to the terminal by 7:00" has a different meaning than "estimated arrival around 7:00".
It's important to verify the content of the assurance, any exceptions, and who was authorized to provide it. A promise to arrive at the terminal still doesn't automatically guarantee passage through security screening within a specified time.
It's best to agree on a specific point and time: arrival at the terminal, entrance to the concourse, or pick-up from your hotel. A general "we'll make it on time" leaves more room for dispute.
Should the company warn that the flight is at risk at the specified pickup time?
It could be argued that a professional should warn about obvious, identifiable risks if they are aware of the relevant circumstances and have the ability to provide information. The basis for such an assessment is primarily the purpose of the obligation and professional diligence, as outlined in Articles 354–355 of the Civil Code.
The argument is particularly strong when:
the company knows the airport, date and time of the flight;
knows about checked baggage or other requirements;
is responsible for transfer planning itself;
knows the predictable difficulties on the route;
despite the obvious problem, he assures that there is enough time.
However, there is no general rule: "You received a flight number, so you are responsible for any late check-in." The obligation to check the schedule and the scope of the warning must be assessed in the specific case.
A carrier doesn't have to refuse every risky flight. A passenger may consciously want to get to the airport despite the slim chance of a flight , for example, to change their ticket. It's crucial to accurately describe the situation and the scope of the service being provided.
What does the warning "we might not make it in time" change?
A clear warning demonstrates that the passenger was aware of the risks involved. However, it does not give the carrier permission to impose any additional delay.
If you accepted the risk of a late departure, and the driver then, without justification, missed the pickup, the two circumstances must be separated. The question is: if the scheduled, properly executed trip was still reasonably possible, would you have been able to make it on time?
If the flight was already unavailable before the company's negligence, the ticket value cannot be automatically attributed to the company. Other costs, such as paying for a service that was never provided, may still require separate assessment.
Arrival and departure are two different uses of the flight number
For arrival pick-ups, the flight number can be used to track the arrival and reschedule pick-ups. Blacklane provides in Section 4.2 of its Terms and Conditions for rescheduling pick-ups in the event of a delayed arrival or train arrival, provided the correct tracking number has been provided. This is an example of a specific obligation under the Terms and Conditions.
This does not automatically mean that the same function covers the selection of the departure time from home before departure.
Check separately:
whether the company monitors arrival, departure, or both;
who chooses the pickup time;
whether number, date and airport are required;
what happens when the schedule changes;
how long is the waiting time for a passenger.
Similarly, consider your train or bus number. Identifying your connection makes planning easier, but it doesn't replace agreeing on a specific arrival time.
How much time should you allow to avoid being accused of contributing to the accident?
There's no set number of minutes that guarantees a win in a dispute. However, a well-documented, sensible travel plan makes it easier to demonstrate that the problem was caused by the carrier, not an unrealistic schedule.
You don't have to plan your trip to survive every possible setback. However, you should consider the predictable conditions of your specific trip.
Separate your time on the road from your time at the airport
A practical way of planning is as follows:
Pick-up time = planned arrival time at the terminal − realistic arrival time − reasonable allowance for travel and pickup.
Your estimated arrival time at the terminal should be based on the requirements and recommendations for your flight, baggage, and the airport. It's not simply your departure time minus your travel time.
Element of the plan | What to include |
Reception | Getting down with luggage, car seats, finding the car, possibility of legal parking. |
Access | Day of the week, time, repairs, forecasted weather and known difficulties. |
Access to the terminal | Drop-off point, distance, correct terminal. |
Formalities | Baggage drop-off, security check, possible border control. |
Boarding | Gate closing date and time to reach it. |
Special needs | Children, limited mobility, assistant assistance, special luggage. |
Example of calculating departure time
Let's say your flight leaves at 10:00 a.m. , and after checking your travel regulations, you assume you'll arrive at the terminal at 8:00 a.m. The drive at that time should take 45 minutes , adding 30 minutes for pickup and any expected road deviations.
You are scheduled to pick up at 6:45 .
This is an example of a method, not a universal recommendation of 30 minutes of reserve. On a long route with limited detour options, this reserve may be too small ; on a different trip, the required reserve will be different.
If you're booking a taxi "right now," planning includes finding a car and getting there. Don't include these activities in the airport transfer time.
Is two or three hours before departure legally enough?
LOT recommends arriving 2 hours earlier at domestic departure airports in its guide, and 3 hours earlier for larger international airports and intercontinental journeys.
These are travel planning guidelines, not statutory taxi liability thresholds.
Check the current recommendations of the specific carrier and airport.
Separately, note the end time of baggage check-in and the gate closing time. Departure time is not the time you can comfortably arrive at the terminal.
Simply failing to comply with the general recommendation to arrive early does not resolve the dispute. It is also important to consider whether, had the journey been properly executed, you would have been able to make the required arrangements in time.
What's the reserve for a train or bus?
There is no basis for presenting 15–20 minutes as a general requirement of Polish courts for each station.
Take into account the carrier's rules, the time it takes to get to the platform or station, familiarity with the station, luggage and any early closure of the vehicle entrance.
At a large transfer hub, simply getting to the building by car may be just the beginning of the journey to the correct platform.
Do you have to anticipate that your confirmed transfer will never arrive?
Passengers should not be automatically required to plan as if the confirmed service would be cancelled entirely. This would render the agreed pickup time practically meaningless.
At the same time, once you're informed of a problem, you need to react sensibly. If the driver warns you they won't be arriving, and alternative transportation is available, waiting longer may increase the damage.
Trust in a confirmed pickup at 5:00 a.m. is different from a lack of response after a 4:40 a.m. message that the car won't be there. Whether a replacement was actually available is also important.
Contribution does not work according to the percentage table
Article 362 of the Civil Code provides for the possibility of an appropriate reduction in compensation in the event of contributory negligence. It does not establish automatic values of 30% , 50% , or 100% for specific contract hours.
In case I CSKP 167/21, the Supreme Court stated that the burden of demonstrating the circumstances justifying the causal action and their connection to the damage rests with the defendant. The ruling applies to the general principle of a taxi not being late.
However, it's worth keeping your own time calculations. This helps counter the accusation that the travel plan was unfeasible from the start. If even a punctual journey would have prevented you from making it on time, the problem may primarily lie in the lack of a causal link with the lost ticket.
Traffic jams, breakdowns, and bad weather. When might an explanation from the carrier be sufficient?
The mere mention of "traffic jams" doesn't determine whether a company is liable. The daily rush hour is different from the sudden closure of an entire road following an accident.
Similarly, not every car breakdown automatically exempts a professional carrier.
In the complaint, it is worth asking for an explanation:
when the obstacle arose and when the company became aware of it;
whether it could have been reasonably foreseen;
when the passenger was informed;
whether an attempt was made to change the route or provide a replacement;
what impact the obstacle actually had on pickup and delivery times.
A passenger's ample time doesn't necessarily mean the company is at fault. Difficult road conditions, however, don't automatically explain a lack of contact or the unjustified sending of a car to a different address.
What regulations are relevant to compensation?
The most important regulations must be tailored to the specific contract. A single "late taxi" provision is not the basis.
Recipe | Meaning |
Art. 60–66 of the Civil Code | Statements of the parties, interpretation and conclusion of the contract. |
Art. 354–355 of the Civil Code | Method of execution and professional diligence. |
Art. 361 of the Civil Code | Causation, losses and lost profits. |
Art. 362 of the Civil Code | Contribution of the injured party. |
Art. 471–474 of the Civil Code | Contractual liability and performance by other persons. |
Art. 385¹ and 385³ point 2 of the Civil Code | Prohibited limitations of liability to the consumer. |
Art. 774–775 and 778 of the Civil Code | Transport, special regulations, limitation period. |
Under Article 471 of the Civil Code, the passenger must demonstrate an obligation, negligence, damage, and a normal causal relationship. The other party may demonstrate circumstances for which it is not responsible. Gross negligence is not a general condition for any compensation.
Article 62, paragraph 2 of the Transport Law applies to regularly operating means of transport. It should not be automatically applied to every taxi. The previous limitation to intentional fault or gross negligence was repealed as a result of the judgment of Constitutional Tribunal K 37/07 .
How do platforms limit liability in their terms and conditions?
They typically separate their own brokerage from the transportation performed by an independent service provider. They also impose restrictions on availability, estimated time, and compensation.
When reading the terms and conditions, check which obligation a given clause applies to. Limiting the availability of the app does not constitute an effective exclusion of liability for any unfulfilled order.
Uber and Bolt: Separating Intermediation and Transportation
Point 13.1 of the Polish Uber terms and conditions, as amended on August 12, 2026, defines the role of an intermediary in third-party services and assigns responsibility to external service providers, among other things, for the timeliness of transportation.
Clause 12.1 of the Bolt terms and conditions also presents the service as an intermediary and removes responsibility from the platform for the quality, correctness and availability of the service provider's transport.
In a complaint, it's worth separating the failure to perform the transport from the platform's own error. It's not enough to indicate that its logo was displayed on the screen; the request must be linked to the obligation of a specific entity.
Freenow: transport availability and own shortcomings
Section 3.2 of the Freenow GTC of 9 September 2025 stipulates that there is no claim to effective mediation or conclusion of a transport contract. Sections 13.1–13.3 concern the platform's own liability, including limitations in the event of ordinary negligence and exceptions.
These provisions describe the company's contractual position. Their application to a specific dispute remains subject to legal review.
Uber's historical limit is not the current compensation price list
The archived Uber terms, effective from 1 October 2020 , included exclusions in section 14.2 , including lost profits and contracts.
Clause 14.5 included a €500 limit for the use of apps or websites. At the same time, statutory consumer rights were maintained.
This provision should not be presented as the current, universal limit of liability for a missed flight. For older incidents, the appropriate version of the documents should be sought.
Is every such exclusion prohibited?
No. A thorough description of the scope of intermediation is not, in itself, an unlawful clause. However, if the provision meets the criteria for abusiveness, it is not binding on the consumer.
The assessment includes, among other things, the lack of individual agreement, inconsistency with good practice, and gross violation of consumer interests. The Office of Competition and Consumer Protection (UOKiK) lists exclusions of liability for non-fulfillment of obligations among the examples of provisions requiring review.
Article 473 § 2 of the Civil Code prohibits the exclusion of liability for damage caused intentionally. The provision does not contain the words "or due to gross negligence."
For business trips, the status of the person requesting travel must also be determined. Consumer protection does not automatically apply to every company; provisions regarding some contracts of sole proprietors may also be relevant.
How much money can you ask for?
The expense list is not a list of automatically due benefits. Each item requires a link to the violation and an accounting of reimbursements and cost savings.
Position | What to document |
Missed course or disputed cancellation fee | Money collection, order status and basis for refund request. |
More expensive alternative transport | The price of the original course, the cost of the replacement and any refunds received. |
New ticket or change of reservation | Payment, conditions of the first ticket, necessity of change and available refunds. |
Additional night stay | Having to wait for the next call and the cost. |
Lost service at destination | Non-refundability and actual impossibility of use. |
Lost earnings | The reality of the profit and its amount after taking into account the avoided costs. |
Example: replacement taxi
The original fare was supposed to cost 130 PLN , but it wasn't paid. The replacement fare cost 220 PLN .
The additional expense is PLN 90. If the company also withheld payment for the unexecuted course, it must be accounted for separately, avoiding double counting of the same loss.
Example: Missed flight and new ticket
The first, non-refundable ticket cost PLN 800 , and the new ticket for the same journey cost PLN 1,200 . The total spent was PLN 2,000 , but if the journey had proceeded correctly, it would still have been PLN 800 .
In this simplified example, the additional charge is PLN 1,200 , before any refunds. You shouldn't automatically claim PLN 2,000 as additional damages.
This is an accounting example that assumes liability. Cancellation of the entire trip or partial use of benefits may require a different accounting.
Is it possible to recover the value of a lost customer?
The mere statement "the delay cost me the contract" is not sufficient. Documentation is needed to demonstrate that the profit was real and its loss is due to the carrier's negligence.
The following may be useful:
agreed order or draft contract;
correspondence confirming the final stage of negotiations;
a message from the contractor indicating the reason for the resignation;
calculation of expected profit;
information about costs that were not incurred after the loss of the order.
Polish case law requires a high probability of obtaining lost profits. The value of sales does not automatically constitute the value of lost profits, and the mere possibility of acquiring a customer is a weaker basis than a confirmed order.
Is stress pay due?
In a standard taxi contract, stress and anxiety do not automatically entitle you to compensation. Separate grounds may exist, for example, in disputes involving package tours.
Also, a foreign decision awarding money for inconvenience does not mean that an identical benefit is due under Polish law.
What to do from the first minutes of the problem?
Save your trip first, and secure your information at the same time. Don't postpone your search for another car until you've finished talking to the claims service.
Check the address and pin. Determine if the driver is waiting at a different entrance.
Save course status, artist details, time and messages.
Contact the driver or dispatch. Ask for specific pickup information.
Evaluate available alternatives: another taxi, train, hotel transportation, or a friend.
Also record any unsuccessful attempts to find an alternative.
If you cancel your course due to a problem, please keep the reason and payment notice.
Contact your airline, carrier, or meeting organizer if a change of plan could limit your loss.
There's no universal rule that says you have to order another car after exactly 5 or 10 minutes . The remaining time, the reliability of the information, and the actual availability of an alternative are all important factors.
The passenger doesn't have to take dangerous actions or violate traffic laws. A plan like "we'll make it in time if the driver goes significantly too fast" isn't a reasonable schedule.
What evidence should you keep?
The best documentation shows the full course of the event: from order to settlement of the loss.
Evidence | Why keep it? |
Confirmation, reservation number and terms and conditions | Determining the contractor, scope of service and time of acceptance. |
Reservation and driver assignment screens | Separation of order recording from contractor acceptance. |
Flight number and departure time message | Determining what the company knew and who planned the pickup. |
More statuses, chat, text messages and emails | Delay, warning and cancellation playback. |
Address, pin and attendance confirmation | Clarification of a dispute over a passenger's seat or readiness. |
Ticket and check-in rules | Demonstration of required hours. |
History of replacement attempts | Demonstrating a response to a problem. |
Invoices, payments and return receipts | Calculation of actual loss. |
Witness details | Identifying people who know the course of the event. |
Complaint and confirmation of delivery | Documentation of the claim. |
Call history shows contact or attempted contact, but it doesn't prove what was determined. A single car dot on a map also doesn't determine the driver's fault.
Retain original files and complete conversations. Ask the company to preserve status history, assignments, cancellations, and course completion data. A request to preserve data does not automatically entitle you to receive all internal company information.
Prepare a short chronology. Next to each time, list its source: app, text message, bill, or airline message.
Complaint and pre-trial demand for payment
First, identify the recipient. If you're disputing the shipment, identify the carrier that accepted it. If you're alleging a platform error, describe that error separately.
You can report the issue to both entities simultaneously and ask for clarification of their roles. However, don't assume that they are always jointly liable or that the same damage can be recovered twice.
What should the application contain?
A transparent complaint answers six questions:
Who is filing a claim and to whom?
What order was accepted?
What was done incorrectly?
Why did this lead to a loss?
How was the requested amount calculated?
What documents confirm the description?
If the carrier itself suggested a pickup time, quote the correspondence. If you provided a flight number, indicate when, to whom, and for what purpose.
Complaint and payment request template
The following template assumes a claim against the entity that accepted the transport. When claiming against the platform for its own service, the description of the obligation and default must be amended accordingly.
[Place, date]
[Name, address, contact details]
To: [entrepreneur's full name, address]
Complaint and request for payment - order no. […]
On […] I concluded a contract with you for travel from […] to […]. The agreed pick-up was to take place […] at […], at […].
Acceptance of the order and its terms are confirmed by […].
The service was not performed / was performed improperly because […].
I provided the travel destination and required arrival date on […] via […]. The pick-up time was agreed as follows: […].
If the service had been performed correctly, it was possible [...]. As a result of the described omission, [...] occurred. I am attaching the chronology and documents confirming this connection to the letter.
In order to limit the damage, I have taken the following actions: […].
I hereby request payment of a total of […] PLN, covering the following items: [type of cost] — […] PLN; [type of cost] — […] PLN; [type of cost] — […] PLN.
The statement includes the refunds received in the amount of PLN […] and the costs that I did not incur in the amount of PLN […]. I indicate separately the request for refund for the service not performed: […].
The claim for damages is related to non-performance/improper performance of the assumed obligation, in particular under Article 471 in conjunction with Article 361 of the Civil Code, taking into account the applicable specific provisions.
Please make the payment to the account […] within 14 days of receiving the letter.
Please also secure data regarding order acceptance and processing, driver assignment, status changes, communication, and cancellations. In the event of refusal, please provide the reasons, the service provider, and the specific contractual provisions on which your position is based.
I declare my willingness to resolve the matter amicably. In the event of non-payment, I will consider pursuing a claim, including any applicable interest and costs, after meeting the required complaint procedures.
Attachments: […]
[Signature]
Send the letter carefully, ensuring you retain its content and proof of delivery. If you have previously filed a complaint, provide the case number, the date of the response, and explain what portion of the request remains outstanding.
Do you always have to wait 14 days?
The deadline specified in the request does not replace the specific complaints procedure. If the claim falls under Article 75 of the Transport Law , the requirement to exhaust all complaints procedures and the statutory 3-month period must be taken into account.
You should also not assume that a lack of response within 14 days means that any requested amount will be honored. The proper legal basis, type of service, and terms and conditions are important.
A separate letter titled "final pre-litigation notice" is not mandatory in every case. The content of the notice and compliance with the requirements for the specific claim are important.
Voucher, refusal and limitation period – what next?
Please read the compensation offer before accepting it. A promotional code, a refund, and a settlement that ends the entire dispute are all different options.
Does the voucher close the case?
The Freenow "On the way to your flight or return" program provides 2 x 50 PLN in certain situations, and 2 x 25 PLN in the event of a pick-up delay of more than 10 minutes . These are vouchers, depending on, among other things, the program rules and the participating airports.
This is not a promise to refund the value of your flight ticket. Simply issuing a code should not be considered a settlement; you should check whether the specific offer includes a waiver of further claims!
What to do with the response "according to the regulations, we do not respond"?
Ask them to point out a specific point and explain why it applies to your complaint.
If you're complaining about incorrect booking processing via the platform, a response that solely refers to the driver's responsibility may not clarify the issue. If you're complaining about a accepted ride, simply citing the drivers' independence doesn't identify your contractor.
Municipal and district consumer ombudsmen provide free assistance in consumer matters. The Office of Competition and Consumer Protection (UOKiK) deals with, among other things, practices involving collective interests; reporting the office does not replace individual claims for payment.
Don't delay correspondence without checking deadlines
Transportation claims may be subject to a one-year statute of limitations. Article 77 of the Transportation Law and Article 778 of the Civil Code have their own scope and calculation rules; a claim for the platform's own service requires separate qualification.
A simple payment demand isn't a universal way to interrupt the limitation period. Don't assume that every ongoing conversation with customer service will suspend the limitation period. Transportation law provides specific, limited regulations for suspensions in connection with complaints.
What do the events in Poland and around the world show?
The rulings demonstrate the importance of documentation and legal basis. However, they do not establish a table of amounts payable for a specific number of minutes of delay.
Warsaw: PLN 22.23 for replacement transport
In case VI C 835/19, PLN 22.23 was awarded for an alternative journey after a city bus was delayed. The justification describes a planned departure at 7:30 AM and the use of a replacement at 7:43 AM to reach the school. The available appeal justification confirms the dismissal of the appeal.
The defendant was a bus operator. This is an example of documenting the cost of replacement, not a judgment establishing the taxi app's liability.
Konin: Transfer departed too early, passengers ordered a taxi
The District Court in Konin , in case IC 562/24 , in its judgment of March 7, 2025 , considered an early departure of a transfer in Malta. The passengers ordered a taxi for €28 and made it to their flight.
A total of PLN 2,124.61 was awarded: the equivalent of a replacement taxi and PLN 1,000 in compensation for each of the two plaintiffs.
The remaining portion of the claim was dismissed. The case concerned a tour operator and a tourist event; the available text does not confirm its legal validity.
This is an example of effective travel rescue. It does not prove that compensation is due for every missed taxi.
Delhi: Compensation upheld after Uber no-show
In Uber India Systems v. Upendra Singh , FA 637/2023 , the Delhi State Bench dismissed Uber's appeal on November 11, 2024. It upheld INR 24,100 for new tickets and INR 30,000 in aggregate for damages and costs of proceedings – a total of INR 54,100 .
The ruling took into account, among other things, the lack of evidence explaining the non-arrival. It was made under the Indian consumer protection system and does not establish a rule automatically applicable in Poland.
Australia: Liability for misleading app messages
According to the ACCC, the Federal Court ordered Uber to pay AUD 21 million on December 7, 2022, for misleading information regarding cancellations and Uber Taxi fare estimates. The cancellation messages affected more than 2 million consumers .
This was a regulatory penalty, not a payment for lost aircraft. However, the example illustrates that the manner in which users are informed can be a separate issue, independent of the driver's behavior.
What cannot be concluded from these cases?
Not every case ends with a full upholding of the claim; in the example from Konin, some claims were dismissed. However, this query did not verify the foreign judgment of a passenger's complete loss in an identical case involving a taxi failure and a missed flight.
No verified Polish judgment awarding Uber or Bolt the value of a lost flight in this situation has been found. This is a limitation of the review of available sources, not proof that similar proceedings have never been conducted.
How often do taxis not arrive on time?
No representative measurement was found in verified sources that would allow for the provision of a common percentage of late or uncompleted taxi rides, applications and transfers in Poland.
A comparison would require the same definition of delay, period, and type of order. Exceeding the ETA forecast by a few minutes is a different situation than failing to arrive at a confirmed transfer.
The January 2024 LocalCircles survey collected over 44,000 responses to various questions from 276 districts in India. In a question asking 11,119 respondents about problems in the last 12 months , 75% cited driver cancellations and 48% long waits.
These are the percentages of people reporting experiencing problems, not the percentages of defective courses. The online community survey is also not representative of statistics for Poland.
FAQ - Liability for a Late Taxi and a Missed Transfer
The possibility of obtaining compensation depends on the obligation assumed, the cause of the failure, and the documented damage. The answers below cover the most common situations when booking taxis and airport transfers in Poland.
1. Can I get compensation if the taxi doesn't arrive?
Yes, if the failure to provide the agreed-upon journey resulted in damage for which your contractor is liable. You must prove the obligation, its breach, the amount of the loss, and the connection between them. Mere disappointment over the lack of a car does not constitute a right to compensation.
2. Does confirming your booking in the app guarantee arrival?
Not always—confirmation may simply mean saving the order. For example, Uber Reserve's terms and conditions distinguish between confirmation of the booking and its acceptance by the driver. Keep the confirmation screen and the terms and conditions for the selected service.
3. Who is responsible: the platform, the driver or the transport company?
The entrepreneur who accepted this obligation is generally responsible for the execution of the transport—this could be a driver operating a business or a fleet company. The platform may be separately liable for its own failures in processing the order. The driver's details visible in the app do not always indicate the entity to which the claim should be directed.
4. Is the transfer company responsible before appointing a driver?
Yes, if the agent has agreed to provide the transport. The subsequent appointment of the driver is then part of the service organization. The situation may be different for an intermediary who has only undertaken to find a contractor.
5. Does providing a flight number guarantee that I will catch the plane?
No—a flight number alone doesn't create such a guarantee. However, it can confirm that the company knew the destination and date of your trip. More significant is correspondence in which the carrier selects a pickup time or explicitly commits to delivering you by a specified date.
6. Should the carrier warn me if I book a ride too late?
There are grounds to expect a warning about obvious risks, especially when the company knows the details of the trip and plans the transfer itself. However, the scope of this obligation depends on the contract and the information available to the carrier. It cannot be automatically assumed that every driver has received the flight number entered in the app.
7. How much time should I leave before my flight?
There is no statutory buffer that automatically excludes passenger contribution. Consider realistic pickup and drop-off times, foreseeable disruptions, and airport and airline requirements. When booking "right now," also factor in the time it takes to find the car.
8. Does a traffic jam or breakdown release the carrier from liability?
Not automatically. The predictability of the obstacle, the possibility of avoiding it, the company's response, and the availability of a replacement are all factors. Daily rush hour traffic requires a different assessment than a sudden road closure following a serious accident.
9. Can I request a refund for the cost of a new ticket and a replacement taxi?
Such expenses may be recoverable if they were justified and resulted from a failure for which the carrier was responsible. Account for any reimbursements received and the costs that would have been incurred had the shipment been properly handled. Don't mechanically add up all the receipts as additional damages.
10. Does compensation cover lost customers or stress?
Lost profits may be subject to compensation, but a high probability of obtaining them and a connection to the delay must be demonstrated. The mere chance of gaining a client is usually not enough, and the value of the contract is not the same as profit. In a typical taxi service, stress does not automatically entitle you to compensation.
11. What should I do immediately if my car doesn't arrive?
Check the pickup location, keep screenshots, and contact the provider. If your trip is in jeopardy, seek a reasonable replacement and document any unsuccessful attempts. Keep your booking confirmation, correspondence, tickets, receipts, and refund information.
12. Do the regulations, voucher or third party liability insurance policy settle the matter?
No—each of these elements requires a separate assessment. A limitation of liability clause may be subject to consumer review, and a voucher does not necessarily constitute a settlement that ends claims. Merely having third-party liability insurance for your car or business does not prove that the insurance covers losses caused by a failed transfer.
13. How do I file a complaint and how much time do I have to claim my money?
Specify the correct trader, order number, course of action, requested amount, and supporting evidence. Check the complaints procedure and the statute of limitations: shipping claims may expire after one year , and a simple payment request does not automatically interrupt this period. In consumer matters, you can seek assistance from a municipal or district consumer ombudsman.
Sources and documents
The regulations should be reviewed in the version applicable to a specific order. The following sources include regulations, official company and authority documents, and reproductions of rulings.
Civil Code – consolidated text, Journal of Laws 2026, item 795 .
Transport Law – consolidated text, Journal of Laws 2024, item 1262 .
Uber – General Terms and Conditions, Poland , version marked 12/08/2026.
Uber Reserve Terms of Use , updated 27/02/2026.
Bolt - General Terms and Conditions for Passengers , from 01/01/2026.
Freenow - General Terms and Conditions for passengers , from 09/09/2025.
Freenow - "On the way to your flight or return" regulations .
Regional Court in Konin, IC 562/24 — reproduced in SAOS . The date of the judgment was taken from the operative part; no confirmation of its legal validity.
Delhi State Commission - Uber India Systems v. Upendra Singh , FA 637/2023, 11/11/2024.
Constitutional Tribunal – contractual liability of the carrier, K 37/07 .
Regulation 261/2004 - EUR-Lex . This applies to the disruptions to air transport indicated therein, not to the taxi flat-rate payment for passenger delays.
Uber - archived Polish general terms and conditions , from 01/10/2020, amended on 21/01/2021.
Justification of the appeal concerning the amount of PLN 22.23 - SAOS .
Supreme Court — I CSKP 167/21 , burden of proof of contribution.
I ACa 349/17 — justification in SAOS , principles of contractual liability.
Blacklane — Terms, Contract Model, and Section 4.2 on Acceptance . An example of a specific service model, not a source for the Polish general rule of liability.
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