Taxi industry demands for consummate policy under threats in hailing car ecology

A 17% rise from the second to third quarter last year on passenger complaints of taxi driver’s behavior among taxi industry, highlighting a growing crisis in trust among commuters.

Tseng Wing-tong, 28, a local teacher, expressed her dismay over the degrading image of traditional taxis in the city.

She had a harrowing experience with a taxi, where the driver was "recklessly" running through traffic and flouting basic safety rules. "I was literally scared for my safety," she said. 

"The image of taxis here has taken a hit," Tseng said, reflecting on a widespread perception of poor service and unclean vehicles.

“If traditional taxis want to compete, better driver training and better maintenance of vehicles are needed so that people can get back into a place of trust,” she added.

Based on the Transport Complaints Unit, the number of overcharging cases increased from 11 in 2021 to 42 in 2023. Cases of refusals to take passengers or to drive to specified destinations leapt from 27 in 2021 to 85 by 2023, a 214% increase. The number of complaints has remained fairly stable, in the region of 11 to 13 annually. 

After online-based ride-hailing platforms like Uber became popular, local taxis have been getting fewer and fewer attention. The official Uber Newsroom’s research shows that 60% of passengers said that Uber Taxi is the safest choice for sorting good taxi drivers. 

Kwong Ka-chun, 42, a red taxi driver, said that much stricter regulations or better training programmes are needed to restore public trust in the taxi industry.

"The main reason for the negative perception is definitely the bad behaviour of some drivers,” he said. “I've witnessed colleagues refuse to take passengers because the fare isn't high enough.” 

Kwong remembered the day when one passenger refused to get in his taxi because she had a quarrel with another driver who rushed a red light and over-speeding. 

"It really affects my reputation. Even if I am a good driver, I have to work twice as hard to earn trust," he said. 

Lee Ming-kit, 34, New Territories taxi driver, spent five years behind the wheel and has seen firsthand the impact of others' misconduct. "People often associate all taxi drivers with the few who misbehave," he said. “It’s unfair, but it happens.”

He said a system of accountability is needed while practising respect and kindness towards all commuters. "Every time a passenger comes into my car, I must immediately have a good smile and speak softly otherwise it's hard to attract another guest on the street," Lee added.

The Transport Department has announced the result of the application for Taxi Fleet Licences in July last year and issued conditional grants to the five selected operators. The operators are currently gearing up and will gradually commence operation before July.

Lee said the community among drivers is important, “The building of a sense of community and better government monitoring will change the public perception.”

Yu Zhi-hao, 37, changes his career from salesman to a taxi driver.

Yu recounts a moment when a passenger questioned whether he would overcharge. “It does affect me. I’m trying to build my reputation, but it’s hard when there is so much negativity around us,” Yu said. He said more training and a better vetting process for drivers are essential for improving the industry's image.

“I’m new, and I have already encountered passengers who doubt my intentions,” he said.

"A supportive community can create a more positive environment for drivers, and that can lead to positive changes."