Taxi service quality issues have once again become a focus of public attention recently in Hong Kong. The Transport and Housing Bureau revealed in response to questions from legislators that the Transport Department received a total of 464 complaints about taxi drivers in 2021, 574 complaints in 2022, and 1,006 complaints in 2023, involving issues such as overcharging fares and refusal to take passengers. Additionally, the government is set to introduce a taxi fleet system and has received 15 applications, with the results expected to be announced by July this year.
Acting Transport and Housing Bureau Director Liao Zhenxin stated in a written reply that the number of traffic accidents involving taxis from 2021 to 2023 were 4,153, 3,632, and 4,585, respectively.
Complaints regarding taxi drivers over the past 3 years included overcharging fares and refusal to take passengers, with a total of 464 cases in 2021, 574 cases in 2022, and 1,006 cases in 2023. The number of overcharging fare cases surged from 108 in 2021 to 340 in the previous year, while refusal to take passengers increased from 154 cases in 2021 to 361 cases last year. Instances of taking detours increased from 163 cases in 2021 to 277 cases last year.
In terms of law enforcement, based on police data, serious violations by taxi drivers related to service over the past 3 years were 49 cases, 95 cases, and 140 cases, respectively, while the police took enforcement actions about 80 times in cases of illegal hire or profit-making passenger services.
Liao Zhenxin mentioned that the government does not have specific data on traffic accidents or complaints related to ride-hailing vehicles stored, but is examining how to enhance existing laws to more effectively combat illegal hire or profit-making passenger activities. The authorities are also studying ways to regulate ride-hailing platforms so that only licensed taxis and rental cars can offer services through these platforms. The police will continue to crack down on illegal passenger-carrying activities.
In July last year, the government announced the introduction of a taxi fleet system with plans to issue 5 or fewer taxi fleet licenses, claiming it can improve taxi service quality and promote industry development. During the application period, the Transport Department received a total of 15 applications, and a review committee composed of representatives from the Transport and Housing Bureau and the Transport Department will assess the applications. The main evaluation criteria include the applicant’s management capabilities, vehicle quality and safety-related equipment/devices, driver management and quality, service levels and customer service, ride-hailing taxis and fleet deployment recommendations, daily operations, maintenance, and contingency plans.
License conditions require fleet owners to provide mobile applications, websites, and hotline numbers for passengers to book fleet taxis. When the taxi fleets commence operations, the Transport Department will launch a webpage listing the websites or QR code links of each fleet, allowing passengers to search for various taxi fleet booking methods in one place.
According to the license conditions, fleet owners must open and share relevant data during the license period, including the real-time location of fleet taxis, vehicle types, and operating conditions, to facilitate third-party developers in creating third-party platforms such as price comparison platforms for passengers to compare different fleet taxi fares.
The license conditions also stipulate that all fleet taxis must provide at least two electronic payment methods, including QR code and non-QR code payment methods, to facilitate passengers in paying fares. However, since existing taxi licenses are permanent and do not require renewal, the government is unable to add new license conditions and therefore cannot mandate non-fleet taxis to provide electronic payment methods.
Additionally, since the launch of the “Lan Kwai Fong Taxi Ambassador Program” on April 5 this year, it has assisted over 7,000 residents and visitors in taking taxis.