How to Make a Complaint or Get a Refund on Taxi Masr

To make a complaint on Taxi Masr, open the ride from your ride history, tap “File a complaint”, choose the type — fare dispute, captain behaviour, safety issue, lost item, payment problem or other — and describe what happened. The support team reviews it, you can follow its status in the app, and you are notified of the outcome. If a refund is agreed, it goes back to your card if you paid by card, or to your Taxi Masr wallet.

Even with the best service, things can go wrong: an amount that isn't what you expected, something left behind in the car, or an uncomfortable situation. What matters is knowing where to complain and what to expect next.

Types of complaint and when to use each

How a complaint is reviewed

1. Open: Your complaint has reached the support team.
2. In review: A member of the team is looking at the ride details and what you wrote.
3. Resolved or closed: You get a notification with the team's decision and the resolution, which you can also see in the app.

How to write an effective complaint

• File it from the ride screen: It is then linked automatically to the ride, the captain and the amount paid.
• Choose the right type: So it reaches the right review quickly.
• Give the details: What happened, when, and the amount if the problem is about money.
• Stick to the facts: A calm description of what happened speeds up a fair outcome.

Refunds: where does the money go?

If the support team decides to refund you, in full or in part, where the money goes depends on how you originally paid:

You are notified when the refund is made, and it appears linked to your complaint in the app.

Lost something? Act fast

The sooner you file, the better the chance of getting your item back. Open the ride from your ride history, choose “Lost item”, describe the item clearly and where it was in the car, and the support team will contact the captain.

Frequently asked questions about complaints and refunds

Can I make a complaint without linking it to a ride?

Yes, you can file a general complaint, but linking it to the ride speeds up the review because it gives the team all the details.

Will the captain know that I complained?

Complaints are reviewed within the support team, and the team's internal notes are not shown to anyone outside it.

How long does a card refund take?

The refund is sent through the payment gateway as soon as it is approved; when it appears on your statement depends on the bank that issued your card.

Can I rate the captain instead of complaining?

Yes, you can rate a ride for up to 30 days after it ends. A rating gives your view of the experience; a complaint is for problems that need the support team to step in.

Your rights are protected on every ride. Download the Taxi Masr app, and if anything goes wrong, your complaint goes straight to the support team.