Frequently Asked Questions



UGO Freephone

How do you choose the cab companies you work with?

We select companies via a competitive tender process in some cases and by direct telesales in others. All companies have to meet our criteria to work with us.

How often do you visit each site or location?

At least once a year. More if required.

Will you discuss requirements with the local site/location managers?

Local management are informed at each stage and have the opportunity to recommend or refuse a company if necessary.

How much revenue will I receive?

This is always volume related and set out in your contract.

What do I get paid and when?

Our preferred way of working is some form of revenue or profit share whereby all business partners benefit from success. Each of our contracts is individually negotiated and the amount paid to you reflects the volume of cab business generated, its value to the cab trade and the investment we must put in to make the contract viable.

Who is responsible for customer complaints?

We ask for all complaints to be documented and fed back to us at the earliest opportunity.

What does the Freephone installation process involve?

Assuming that the purpose is to generate income as well as provide a service, then the site would be tendered. If the tender fails, we would undertake a teleselling operation. Once an operator has been contracted, we will order a telephone line and install the telephone and signage.

How long does the whole process of installing a Freephone take?

The tendering/telesales process takes just over two weeks. Once the contract is then signed it takes a further two weeks to install the land line and get the service running. However, this timescale can be compressed if circumstances and demand permit.

Will installation cost me anything?

We install lines and telephones at no cost to the client. However, if the client wishes to relocate a Freephone, they will be asked to pay the costs involved.

How long is my contract for?

There is a significant upfront investment of time and effort for both Transport Innovation and its appointed taxi or private hire company. Therefore, we believe that the initial term of our client contracts should be three to five years.

How do I know if my site is suitable for a Freephone?

We will survey the site and give our opinion. In certain circumstances, and with some contractual protection, we are willing to carry out trials on a relatively short term basis.

Can I have more than one cab company on a Freephone?

Normally the service works best if a single company has exclusivity, but we do in very exceptional circumstances have sites with either multiple phones or a multi-button telephone.

How are the cab companies checked and vetted?

We visit all the companies we use to reassure ourselves that they are able to provide the service. In addition, we get documentary evidence including ownership, licensing and we take up references and independent credit checks where available. Most of our contracted companies have been dealing with us for a number of years and we know them well.

What happens if I'm not happy with the cab company selected?

We would like to know about any problems at the earliest possible opportunity. If the problem cannot be put right then we take steps to terminate the contract and find an alternative supplier

Will I have an input in the tendering process?

As a matter of routine we inform local site management before a tender takes place and invite any comments. Should you wish to be closer involved then we are happy to agree with you a process which is mutually appropriate. As this is a selling process and not all sites are of immediate interest to a cab company, we would try to avoid any process that introduced delays or additional admin.

UGO Business

What are your service delivery criteria?

We work with you to find out the service level that works best for you, and then ensure we place the correct service providers with you to deliver the required results.

Is there hands on account management?

Yes. We will work with you closely to establish your service then we’ll arrange review meetings at the appropriate intervals that work for you.

How do you choose the cab companies you work with?

We select companies that we know and trust and who meet our strict service criteria. We have been working with the trade for 30 years now and have access to a nationwide network of first rate service providers.

Are the cab companies checked and vetted?

We visit all the companies we use to reassure ourselves that they are able to provide the service. In addition, we get documentary evidence including ownership, licensing and we take up references and independent credit checks. Most of our contracted companies have been dealing with us for a number of years and we know them well.

About Us

How long have you been in business?

30 years

What makes you different?

Transport Innovation is unique in the UK industry in providing national coverage for clients that are major household names across the length and breadth of the UK

Who are your clients?

Supermarket Groups, Hospital Trusts, Student Accommodation providers

Do you have preferred minicab companies that you work with?

We are vendor neutral. We have contracts with over 1000 cab companies with a combined fleet of over 100,000 vehicles so we focus on the best company for your needs.

How do I contact the right department at Transport Innovation?

Our dedicated service teams can be reached on the following numbers:

Sales020 8532 4991
Contracts Admin020 8532 4954
Customer Service020 8532 4965
Faults020 8532 4961
Installations020 8532 4951
Sales Ledger & Credit Control020 8532 4959
Supplier enquiries & queries on phone bills020 8532 4958