Can’t reach 13cabs support? We’ll help you get through.
13cabs customer support overview
As Australia’s largest taxi network, 13cabs operates more than 8,000 cabs with customer service available 24/7. Whether you're booking a ride, chasing a refund, or retrieving a lost item, 13cabs provides support through:
- A dedicated 24/7 phone line
- In-app assistance
- Email and web contact forms
- A national lost property hotline
Their team of trained operators and their commitment to passenger safety aim to deliver fast, reliable help—anytime, day or night. Whether your issue is about a fare, a booking, or a driver, 13cabs promises a human at the other end of the line ready to assist.
Common 13cabs customer issues and complaints
Even with its broad reach, 13cabs sees recurring customer concerns. Here are the most common:
- 🚫 No-show or delayed taxis: Bookings sometimes go unanswered or are reassigned repeatedly.
- 💸 Fare disputes & overcharging: Charges for trips that didn’t happen or unexpected route detours can prompt complaints.
- 🗯 Rude or unprofessional drivers: A small number of riders report concerning driver conduct.
- 📱 App glitches & payment issues: Pre-authorisation holds or failed bookings sometimes appear as charges.
- 📦 Lost items: Phones, wallets, bags left behind, but are often recoverable if reported promptly.
How to contact 13cabs customer support
Need help? 13cabs gives you several ways to get assistance:
📞 24/7 Phone Support:
Call 13 2227 anytime. For lost property, fare issues, booking questions, or complaints—this is the fastest way to speak to someone directly.
📱 In-App Support:
Open the 13cabs app, tap “Support” or “Help” to start a query. This is especially helpful for trip-specific issues since booking details are stored.
📝 Online Contact Form:
Submit your enquiry via the 13cabs Contact Us page. Select “Passenger” and include your booking number, cab number (if known), and trip details.
📧 Email Customer Care:
Send a detailed message to customer.care@13cabs.com.au. Useful for attaching receipts or screenshots. Replies typically take 2–3 business days.
📞 Lost Property Line:
Call 1300 008 604 (business hours) to report and recover lost items. Alternatively, call 13 2227 and select the lost property menu option.
📣 Social Media:
You can message @13cabs on Facebook or Twitter. These are not official complaint channels, but they’re monitored and often elicit a quick nudge to contact support via email or phone.
🔍 Tip: Always include your ride reference number, date/time, and a clear description. More detail = faster resolution.
13cabs key customer policies: refunds, returns, cancellations and more
💰 Refunds:
If you were overcharged or charged for a trip that didn’t happen, 13cabs will investigate. Use the contact form or email with your trip ID and receipts. Confirmed billing errors are refunded.
⚖ Fare Disputes:
If you were charged more than expected, 13cabs will check meter records and booking logs. Attach your receipt and clearly state the issue. If the fare was incorrect, you’ll get a refund.
❌ Cancellations:
No cancellation fees. Cancel your ride via the app or call support—no penalty. If a pre-authorisation was placed (e.g. for a fixed fare), it will automatically drop off your account within 7 days.
📦 Lost Property:
Report lost items by calling 1300 008 604 or via the online form. Items may be returned to a depot or delivered by the driver (standard fare applies). Valuable items may be handed to police.
🛡 Safety Issues:
Report any unsafe or concerning driver behaviour. 13cabs escalates these issues internally and may involve authorities. Vehicles have GPS and often onboard cameras to assist in investigations.
Real 13cabs complaints submitted through Ajust
I booked and paid for an early morning airport ride but the driver never showed. I got a message saying they’d arrived, but I was outside from 5:43am and saw nothing. Despite several attempts to contact 13cabs, no one replied. I was charged for a service I didn’t use and couldn’t get in touch with anyone to fix it. - Francis
I left my wallet in a 13cabs vehicle around 4-5am and called a few times to report it. They told me someone would get back to me, but I haven’t heard anything since. It’s frustrating when something so simple turns into silence and inaction. - Brandan
Why can’t we talk to a real person? I needed some information and tried calling, but the phone system only lets you book a cab - nothing else. I emailed too, and no one responded. It’s the worst service I’ve experienced. - Elina
I booked a taxi through NRMA for 9:15am and just wanted to shift it to 11:15am. Avis changed their end with no issue, but 13cabs refused. After everything I’d dealt with - car breakdown, towing, emergency accommodation - being stonewalled like that was just absurd. - Christy
Recent customer experiences with 13cabs customer service
⏳ Billing Hold Confusion: A Brisbane customer was charged for rides that never showed. While the charges were eventually dropped, 13cabs’ initial explanation was unclear. A follow-up email clarified the issue, and no money was lost.
💸 Fare Refund Within 48 Hours: After being overcharged $15, a passenger emailed support with full details, including booking ref, expected fare, and a receipt photo. A refund was processed the next day. “Providing everything upfront really helped,” she said.
✅ Lost Phone Returned Fast: A Melbourne rider forgot her phone in a cab. She called 13cabs’ lost property line and had it back at a depot the next day. “The operator was reassuring and efficient.”
Official 13cabs Customer Service Links & Contact Information
- 📞 General Support: 13 2227
- 📧 Email: customer.care@13cabs.com.au
- 📝 Contact Form: book.13cabs.com.au/contact-us
- 📦 Lost Property Hotline: 1300 008 604
- 📚 Help Centre (FAQs): help.13cabs.com.au
- 📄 Terms & Conditions: 13cabs T&Cs
- 📣 Regulator Contact (NSW): Point to Point Commissioner – 131 727
13cabs Contact FAQs
How do I get a 13cabs fare refund if I was overcharged or billed incorrectly?
If you were overcharged, 13cabs offers refunds for confirmed billing errors. To speed things up, include your booking reference, receipt, and explanation when contacting support. Use the contact form or email customer.care@13cabs.com.au. If approved, refunds are typically processed within a few days. This is one of the most common issues Ajust helps with-so if you're stuck, it’s worth letting Ajust push for a faster fix.
What should I do if a 13cabs driver doesn’t show up or keeps getting reassigned?
If your ride never arrives or keeps getting bumped, report it via phone or the 13cabs app. Call 13 2227 and explain the issue or tap “Help” in the app under the relevant trip. These missed rides don’t usually incur charges, but if you were billed, request a refund with full trip details. For time-poor riders like busy parents or professionals, using Ajust can save the stress of chasing explanations.
How can I recover a lost item left in a 13cabs vehicle?
Call the 13cabs lost property line at 1300 008 604 during business hours as soon as possible. Provide your trip time, booking ref, and item details. Quick action boosts recovery chances-especially for valuables like phones or wallets. If the item is found, you may need to collect it from a depot or pay a standard fare for delivery. Ajust users often get their items back faster thanks to streamlined escalation paths.
What are my rights if a 13cabs driver behaves rudely or unsafely?
You can report any unprofessional or unsafe driver directly to 13cabs support. Call 13 2227 or use the online form to lodge the incident. Include your booking details and a description of the behaviour. GPS and in-car cameras may assist investigations. For faster accountability-and to avoid being brushed off-Ajust can push your report directly to the right people and track it until it’s resolved.
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