Heathrow Taxi Rank Agents

The parking and enforcement giant, NSL, took over the running and administration of the taxi system at Heathrow Airport from Meteor Parking at the beginning of 2010.

There are a number of concerns that have emerged regarding the levels of professionalism shown by NSL staff since this company won this lucrative contract. One of these concerns has been highlighted below, and the RMT London Taxi Branch (Heathrow) is taking steps to ensure that this issue is resolved as a matter of urgency.

Taxi Rank Agents: The Limits of Their Responsibility.

Reference Jenny Croft, NSL.

There appears to be a trend emerging on the terminal taxi ranks where agents are overstepping their authority. There have been a number of instances where taxi rank agents have held back passengers who are either travelling in a group of 6, or are in a smaller group with a lot of luggage. Some agents have been telling passengers that they should wait for a Vito taxi, as these are able to accommodate their needs.


Most passengers fully expect to have to use more than one taxi in these situations, but are under the impression that the rank agent has the authority to hold them back. There is evidence to suggest that some passengers have been held up for up to 30 minutes in this way.

There are a number of issues here:

Firstly, the taxi rank agents’ job is to ensure the smooth running of the ranks, to request the passengers’ destinations, to make sure that the first cab on the rank takes the first available job, if the driver is legally obliged to do so, and to feed drivers’ details into the local journey system if and when appropriate.


Secondly, rank agents must not discuss prices, advise passengers on the suitability of taxi type, nor put themselves up as arbiters to decide how much luggage a taxi can carry, regardless of the number of passengers that might be travelling in a group. Taxi drivers have a duty of care towards their passengers, and as such, it is for the individual driver to decide what constitutes an unsafe load.


Finally, some of the taxi rank agents appear to be either poorly trained, or seem to think that they have the authority to interpret the rules to suit themselves. This has caused consternation on a number of occasions, and has led to unnecessary arguments and complaints as a result.


Whilst the taxi trade at Heathrow accepts the need to have a regulating presence on the ranks, it cannot accept any undermining of its duties or responsibilities, nor any misinterpretation of the law. No driver that has lawfully driven onto a rank can be forced to leave by any rank agent without a job if a taxi rank agent suspects there has been a contravention of either Hackney Carriage law, or any Heathrow byelaws: Neither primary legislation nor Heathrow byelaws make provision for this.


If a driver has breached any relevant legislation there are established procedures in place to deal with them. It must be noted that when Metropolitan Police Traffic Wardens administered the ranks, there was far less strife and misunderstanding of the rules because of their superior level of training.


We suggest that these issues form part of any training program that taxi rank agents attend before they are deemed qualified to regulate any taxi rank at Heathrow Airport.




Michael Moran, RMT Heathrow rep. London Taxi Branch.