TLC Consumer Protection & Service Quality 2 — Questions and Answers
Question 1: A passenger with a visual impairment requests to ride with their guide dog. What must a TLC-licensed driver do?
- Refuse because animals are not permitted in the vehicle
- Accept the passenger and guide dog at no extra charge (Correct answer)
- Charge an additional pet fee for the guide dog
- Ask the passenger to provide documentation before allowing the dog
Correct answer: Accept the passenger and guide dog at no extra charge
Under ADA and TLC rules, drivers must accept service animals including guide dogs at no additional charge.
Question 2: A passenger claims the driver took an unnecessarily long route to inflate the fare. Where can this complaint be filed?
- Directly with the driver's employer only
- With the TLC via its 311 complaint system (Correct answer)
- Only with the NYPD
- With the Better Business Bureau
Correct answer: With the TLC via its 311 complaint system
Passengers can file complaints about fare manipulation and route padding with the TLC through the 311 system.
Question 3: What is the maximum time a TLC driver may keep a passenger's lost property before turning it in?
- 24 hours (Correct answer)
- 48 hours
- 72 hours
- One week
Correct answer: 24 hours
TLC rules require drivers to turn in lost property to the nearest police precinct or TLC-designated location within 24 hours.
Question 4: A passenger requests a receipt after a yellow cab trip but the driver's printer is broken. What should the driver do?
- Apologize and drive away
- Provide a handwritten receipt with all required fare details (Correct answer)
- Tell the passenger to dispute the charge with their bank
- Call the garage to mail a receipt later
Correct answer: Provide a handwritten receipt with all required fare details
If the printer is non-functional, drivers must provide a handwritten receipt containing trip date, distance, and fare amount.
Question 5: Which of the following constitutes a TLC-prohibited discriminatory practice by a driver?
- Refusing a short trip to a neighborhood based on the passenger's race (Correct answer)
- Charging the metered fare for an airport trip
- Asking a passenger to confirm their destination before starting the meter
- Accepting a trip that ends outside the five boroughs
Correct answer: Refusing a short trip to a neighborhood based on the passenger's race
Refusing service based on a passenger's race, or refusing trips to certain neighborhoods on racial grounds, violates TLC anti-discrimination rules.
Question 6: What must a driver do if a passenger begins to feel ill during the trip?
- Continue to the original destination to avoid delaying the schedule
- Safely stop the vehicle and assist the passenger in obtaining emergency help if needed (Correct answer)
- Ask the passenger to exit the vehicle immediately
- Charge a cleaning fee preemptively
Correct answer: Safely stop the vehicle and assist the passenger in obtaining emergency help if needed
Driver duty of care requires stopping safely and assisting a passenger who becomes ill, including calling 911 if the situation is serious.
Question 7: A TLC driver is found to have repeatedly short-changed passengers. What penalty can the TLC impose?
- A verbal warning only
- License suspension or revocation and monetary fines (Correct answer)
- Mandatory retraining with no other consequences
- A temporary freeze on new trip assignments for one day
Correct answer: License suspension or revocation and monetary fines
Repeated fare fraud, including short-changing passengers, can result in license suspension or revocation plus significant monetary penalties.
TLC Consumer Protection & Service Quality 2
A passenger with a visual impairment requests to ride with their guide dog.
What must a TLC-licensed driver do?