Image: Hala/ RTA
Hala, the e-hailing taxi joint venture between Careem and Dubai’s Roads and Transport Authority (RTA), reported a strong H1 performance in 2025, with double-digit growth in trips and user numbers across Dubai and Ras Al Khaimah, along with progress in fleet sustainability and operational efficiency.
Taxi trips in Dubai rose 12 per cent year-on-year in H1, while active users increased by 10 per cent, the company said in a statement.
In Ras Al Khaimah, trips climbed 11.3 per cent and users grew 15 per cent.
The company expanded its fleet by 250 vehicles in the first half and plans to add another 600 by year-end. Hala also introduced four new electric vehicles and reported that 90 per cent of its total fleet is now hybrid.
EV trips helped avoid an estimated 272.61 metric tonnes of carbon dioxide equivalent (CO₂e) during the period.
Customer satisfaction held steady at 4.9 out of 5, with 98 per cent of trips rated “Good” or higher. Hala maintained an average ETA of under three minutes in peak zones and recorded a 93 per cent trip fulfilment rate.
Low-rated trips (1–3 stars) fell by 25 per cent, customer contact rates dropped 13 per cent, and cancellations were down 17 per cent.
Hala: New drivers, sustainable scaling
To support growth, over 2,600 new drivers – known as ‘captains’ – were onboarded and trained in H1, while more than 6,000 existing captains completed refresher training. Hala also rolled out several service enhancements, including upgraded hygiene protocols and a new in-car scent experience developed with fragrance brand Rituals.
CEO Khaled Nuseibeh said the results reflect “continuous improvement and sustainable scaling” across Hala’s operations. “Whether it’s through Captain Care, listening to our riders, or investing in greener mobility, we are scaling in a way that is sustainable, responsive, and responsible,” he said.
Hala operates through the Careem app and serves as a major player in Dubai and Ras Al Khaimah’s public transport network. The company said it remains focused on expanding tech-enabled, low-emission transport options in line with broader urban mobility and climate goals.
A cornerstone of Hala’s growth is its emphasis on the well-being of its captains, who benefit from ongoing development opportunities such as regular training on safety, tech, and service standards, alongside support mechanisms for physical and mental well-being.
Top-performing captains are regularly recognised and rewarded, while flexible scheduling options and financial support programmes are in place to help them balance their personal and professional lives.
As demand for tech-enabled, reliable transport continues to grow, Hala remains focused on delivering measurable impact across convenience, service quality, and environmental responsibility. Integrated within the Careem app, Hala continues to play a key role in strengthening urban mobility in Dubai and Ras Al Khaimah.
