The Abraxi Taxi Driver Handbook — 2017

Archive Note — 2026: Originally published in November 2017, this was Abraxi Taxi’s working guide for drivers during a very different era of the local taxi business. It reflects our vehicles, dispatch system, technology, rates and operating policies at that time. It is preserved as part of Abraxi Taxi’s history and should not be considered a current employee handbook or statement of current legal requirements.

What We Expected From Our Drivers

In a competitive transportation business, good customer service matters.

Our goal at Abraxi Taxi was simple: provide dependable transportation while giving customers a reason to call us again.

Drivers represented the company every time someone stepped into the cab. We expected them to be reliable, respectful, responsible and competent.

Know St. Augustine. Know where you’re going. Show up on time. Keep the cab clean. Drive safely.

And treat the passenger like somebody you’d like to see again.

In 2017, Abraxi Taxi operated under the City of St. Augustine requirements applicable to traditional taxi companies at that time. Drivers were expected to maintain the appropriate licenses and follow applicable city, state and company requirements.

Most importantly, we wanted drivers who cared about providing good service.

When the driver succeeds, the company succeeds.

Dispatch: Keep It Simple

Our dispatch system depended on communication.

Drivers carried a good cellphone or tablet, kept it charged and used mapping technology when necessary.

But dispatch didn’t need a novel.

If you cleared a passenger at the beach and were heading downtown, something like this worked perfectly:

“Clear on the beach. Headed downtown.”

When you arrived:

“Clear.”

Brevity mattered because a dispatcher might be coordinating several drivers and passengers simultaneously.

And there was one particularly important rule:

A call accepted is a call committed.

If you accepted a passenger, that passenger became your responsibility. If something changed, call dispatch.

Don’t disappear.

Don’t make dispatch guess.

Abraxi Taxiom: When in doubt, call the dispatcher.

Airport Calls and Scheduled Pickups

Airport transportation required punctuality.

Our rule was to arrive approximately ten minutes early for scheduled airport pickups. A passenger worrying about missing a flight does not need to wonder whether the taxi is coming.

If a passenger changed the itinerary, drivers notified dispatch.

Abraxi used flat and zone rates during this period, and drivers were expected to follow the company’s price sheet rather than inventing a fare.

Traffic might change.

The agreed fare didn’t.

Take Care of the Cab

At the end of a shift, drivers were expected to leave the vehicle ready for the next driver.

That meant cleaning and vacuuming it, checking its condition and making sure it had fuel.

Before beginning a shift, drivers inspected the vehicle for visible damage or safety problems and reported anything unusual.

This protected the company, the passenger and the driver.

Most of our vehicles were shared between shifts, so documenting damage mattered.

Don’t inherit somebody else’s dent without saying something.

When the Cab Breaks Down

Cars break.

Taxi cabs—which spend much of their lives moving—occasionally become particularly enthusiastic about breaking.

If a warning light, flat tire or mechanical problem made a vehicle unsafe or inoperable, the first step was simple:

Notify dispatch.

If a passenger was aboard, dispatch arranged alternative transportation whenever possible.

If a tow was required, the driver stayed with the vehicle until help arrived and kept dispatch informed.

If the vehicle suddenly decided to resurrect itself before the tow truck arrived, the driver called dispatch so we could cancel the tow.

Again:

When in doubt, call the dispatcher.

There appears to have been a theme.

Accidents

Our first concern after an accident was the safety of everyone involved.

Drivers were expected to notify emergency services when appropriate, notify Abraxi Taxi and cooperate with law enforcement.

They were also expected to document the incident, including photographs when safely possible, vehicle and insurance information, witness information and any police-report information available.

Every accident involving a company vehicle was to be reported to the company, even when damage appeared minor.

2026 clarification: The original 2017 handbook instructed drivers to obtain another driver’s Social Security number. That instruction has been removed. Sensitive personal information of that kind should not be collected simply as part of routine accident-information exchange.

Professionalism Behind the Wheel

Driving ability was only part of being a good taxi driver.

Professionalism mattered too.

We expected our drivers to:

Be punctual and communicate when delayed.
Obey traffic and seat-belt laws.
Drive defensively and remain calm in traffic.
Treat passengers respectfully.
Help with luggage when appropriate.
Respect a passenger’s personal space.
Never engage in harassment, inappropriate flirting or threatening behavior.
Never text or hold a phone while driving.
Never solicit or hint for tips.
Protect property passengers accidentally left behind.
Keep the vehicle clean.
Dress appropriately and maintain good personal hygiene.
Avoid unauthorized passengers or overloading the vehicle.
Never work while impaired by alcohol or drugs.
We expected professionalism from our drivers, just as we asked passengers to follow a little good taxi etiquette.

A taxi driver spends hours every day dealing with strangers.

Most are wonderful.

Some are having a bad day.

Occasionally, somebody seems determined to give you a bad day.

Stay professional anyway.

A Few Questions Drivers Actually Asked

What if my passenger doesn’t show up?

Call the passenger, wait a reasonable amount of time and notify dispatch before abandoning the trip.

What if the cab breaks down?

Call dispatch.

What if I’m in an accident?

Make sure everyone is safe, contact emergency services when necessary, and call dispatch.

What if I don’t know where the passenger is going?

Use your map and navigation tools. Ask another driver if necessary.

Pretending you know where you’re going generally works until you arrive somewhere you weren’t supposed to be.

What if a regular customer calls when I’m not working?

See whether another driver can cover the trip and communicate with dispatch.

How Do I Make More Money?

This may have been the most philosophical advice in the entire handbook:

Hang out where people are.

During the day that meant stores, plazas and hotels.

At night it meant restaurants, bars, hotels and entertainment areas.

Get to know your passengers. Treat them well. Build regular customers.

Then be there when people need a ride.

From the Driver’s Seat

Looking back, some of this handbook is unmistakably 2017.

The phones changed. Payment technology changed. Regulations changed. The taxi business changed.

But the important stuff hasn’t aged much at all:

Show up. Drive safely. Keep the car clean. Treat people decently. Communicate.

And when everything goes sideways:

Call the dispatcher.

Abraxi Taxioms