Reservations charge for wait time when driver is early
Overall, this app is fine, but why do I get charged for wait time when I reserve in advance for a certain time and the driver arrives early? I’ll just use Uber instead if this is the company policy of Cabify.
No option to turn off promotion notifications
No option to turn off promotion notifications
Hot steaming garbage
Took 15 min just to confirm a cab. Caused us to miss our train
Las tres b mas r
Llega muy rápido
No driver confirmation, a near-full cancellation fee, and expired promotions
An absolutely infuriating experience. Unclear booking status, unclear cancellation charges, promotions that cannot actually be used, and customer support that fails to resolve the problems. This was my first visit to Spain, and I never expected a ride-hailing app to cause this much frustration.
I booked a Cabify ride to the airport, with an estimated fare of around €23. After waiting for more than an hour, the screen looked essentially the same as when I first booked. No driver details, no assignment notification, and no way to tell whether anyone would actually turn up. An airport transfer is not a casual trip around town. Am I supposed to gamble on catching my flight? I cancelled and arranged alternative transport. Cabify then charged me €20—almost the entire fare for a ride I never took.
Only after complaining did I learn how their system works: you must cancel at least 45 minutes before pickup to avoid a fee, but the booking is not activated until 15 minutes before pickup. That is when the preassigned driver confirms, or another driver is assigned if necessary.
How does this make sense? The free cancellation window closes a full HALF HOUR before the driver confirmation stage even begins. The passenger loses the ability to cancel for free while still unsure whether a car will come. Keep waiting, and you bear the risk of missing your flight. Find another option, and you bear the cancellation charge. What certainty is this reservation service actually providing?
Support told me a driver had already been “preassigned” in their system. But I could not see that! There was no visible status change and no notification. Am I supposed to guess what is happening inside their dispatch system? I am using the passenger app. Internal information is useless to me if you never communicate it.
I saw no clear notice on the booking screen stating that I had to cancel at least 45 minutes in advance. To make matters worse, the booking confirmation email said 60 minutes, while customer support later said 45. Your own information is inconsistent, yet after charging me, you repeatedly fall back on “the rules are available in the Help Centre.” If a rule can cost someone almost the entire fare, why is it not clearly displayed when they book and when they cancel?
The promotions are equally ridiculous. I received a discount offer advertised as a 2026 promotion, but clicking through took me to a 2024 campaign. It is now 2026, and the promotion cannot actually be used. When I contacted support, they failed even to identify the problem properly, let alone fix it. Why send customers an unusable promotion? Are we supposed to check your expired campaign pages for you?
In the end, support refused to refund the €20 to my original payment method. Instead, they offered €15 in Cabify credit, valid for six months. I am a short-term visitor and may have no opportunity to use it. You have taken my money, and your proposed solution requires me to use your service again just to recover part of its value. How is that an acceptable resolution? After this experience, why would I trust you with another airport transfer?
I am angry because every one of these problems was avoidable. Clearly display the cancellation charge and deadline. Keep passengers informed about driver assignment. Check that promotions work before sending them out. These are basic responsibilities. Instead, the customer bears the consequences, and complaints are brushed aside with references to policies and app credit.
This experience has completely destroyed my trust in Cabify. Visitors who need to reach the airport on time should be especially cautious about its reservation service. While you think you are still waiting for confirmation that your transport is secured, you may already be in a position where cancelling costs almost as much as taking the ride.
I booked a Cabify ride to the airport, with an estimated fare of around €23. After waiting for more than an hour, the screen looked essentially the same as when I first booked. No driver details, no assignment notification, and no way to tell whether anyone would actually turn up. An airport transfer is not a casual trip around town. Am I supposed to gamble on catching my flight? I cancelled and arranged alternative transport. Cabify then charged me €20—almost the entire fare for a ride I never took.
Only after complaining did I learn how their system works: you must cancel at least 45 minutes before pickup to avoid a fee, but the booking is not activated until 15 minutes before pickup. That is when the preassigned driver confirms, or another driver is assigned if necessary.
How does this make sense? The free cancellation window closes a full HALF HOUR before the driver confirmation stage even begins. The passenger loses the ability to cancel for free while still unsure whether a car will come. Keep waiting, and you bear the risk of missing your flight. Find another option, and you bear the cancellation charge. What certainty is this reservation service actually providing?
Support told me a driver had already been “preassigned” in their system. But I could not see that! There was no visible status change and no notification. Am I supposed to guess what is happening inside their dispatch system? I am using the passenger app. Internal information is useless to me if you never communicate it.
I saw no clear notice on the booking screen stating that I had to cancel at least 45 minutes in advance. To make matters worse, the booking confirmation email said 60 minutes, while customer support later said 45. Your own information is inconsistent, yet after charging me, you repeatedly fall back on “the rules are available in the Help Centre.” If a rule can cost someone almost the entire fare, why is it not clearly displayed when they book and when they cancel?
The promotions are equally ridiculous. I received a discount offer advertised as a 2026 promotion, but clicking through took me to a 2024 campaign. It is now 2026, and the promotion cannot actually be used. When I contacted support, they failed even to identify the problem properly, let alone fix it. Why send customers an unusable promotion? Are we supposed to check your expired campaign pages for you?
In the end, support refused to refund the €20 to my original payment method. Instead, they offered €15 in Cabify credit, valid for six months. I am a short-term visitor and may have no opportunity to use it. You have taken my money, and your proposed solution requires me to use your service again just to recover part of its value. How is that an acceptable resolution? After this experience, why would I trust you with another airport transfer?
I am angry because every one of these problems was avoidable. Clearly display the cancellation charge and deadline. Keep passengers informed about driver assignment. Check that promotions work before sending them out. These are basic responsibilities. Instead, the customer bears the consequences, and complaints are brushed aside with references to policies and app credit.
This experience has completely destroyed my trust in Cabify. Visitors who need to reach the airport on time should be especially cautious about its reservation service. While you think you are still waiting for confirmation that your transport is secured, you may already be in a position where cancelling costs almost as much as taking the ride.
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