On September 24, 2024, Hong Kong will implement a new demerit point system for taxi drivers, aimed at addressing rising complaints about service quality. The system will penalize drivers for 11 specific behaviors, including overcharging and refusing fares. In 2023, the city received 1,006 serious complaints, a significant increase from 574 in 2022, highlighting growing frustrations among passengers [f0c88765].
Transport Minister Lam Sai-hung emphasized the importance of good service in the taxi industry, stating that the new measures are intended to improve the overall experience for riders. Under the new system, drivers can accumulate between 3 to 10 points for various violations, with disqualification from driving a taxi occurring after reaching 15 points within a two-year period [f0c88765].
However, industry leaders have raised concerns about the potential for wrongful complaints and the possibility that frustrated drivers might turn to illegal ride-hailing services as an alternative. There is also criticism regarding the perceived leniency towards illegal platforms like Uber, which some argue are not held to the same standards as traditional taxi services [f0c88765].
This initiative comes at a time when the tourism sector is still recovering from the pandemic, and incidents involving taxi services can significantly impact visitor experiences. As seen in recent complaints from tourists in Singapore and Hong Kong regarding forced shopping practices, the treatment of customers in the transport sector is under scrutiny [bcc32db1].
The new demerit system aims to balance accountability among taxi drivers while ensuring that passengers receive fair and reliable service. As the implementation date approaches, the effectiveness of these measures will be closely monitored by both the government and the public [f0c88765].