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Leopold Chen

Buses faced the most complaints among the city’s public transport services in the second quarter of 2024, increasing by 24.6 per cent year on year to more 4,000, with a lawmaker attributing the trend to labour shortages.
The Transport Advisory Committee revealed on Monday that its Transport Complaints Unit had received 12,788 complaints and suggestions from April to June of this year, the highest since 2020.
Most of the feedback focused on public transport services, particularly franchised buses.
Figures from the committee showed only 211 of the submissions were purely suggestions.
More than 44 per cent of the feedback, or 5,646 items, named bus services operated by firms such as KMB, Citybus, Long Win Bus and New Lantao Bus.
The most common topics were the standards and adequacy of the services.
The tally was brought down to 4,200 after the committee deducted more than 1,400 complaints filed by just four people, the revised figure still marked a 21.4 per cent increase from the previous quarter and a 24.6 per cent rise year on year.
“We have referred all the figures and complaints to the Transport Department and other government departments, and they are looking at an analysis and looking for improvement measures,” committee member Ricky Yu Wai-yip said.
The second-most grilled transport service was taxis, which featured in 2,939 complaints or suggestions over the same period. The number represented a 4.2 per cent jump from the previous quarter and a 3.2 per cent rise year on year.
Complaints focus on cabbies’ conduct and performance, followed by improper driving behaviour and a failure to take the most direct routes.

Lawmaker Ben Chan Han-pan, who chairs the Legislative Council’s transport panel, said the rise in complaints naming public buses was “significant” and urged franchisers to take the situation seriously.
He attributed the surge in complaints to workforce shortages that now typically plagued operators of the industry.
“Due to labour shortages, bus companies cannot provide frequent enough services, and long queues sometimes form at bus stops,” Chan said.
“Companies should improve pay packages and review their hiring processes. If they fail to hire enough people locally, they should consider importing labour.”
The lawmaker added that some other complaints could have resulted from discrepancies between the estimated time of arrival shown on franchisers’ mobile applications and the actual time the buses showed up.
“The current apps only show an estimation but cannot reveal the real-time situation. Whenever some incidents, such as traffic jams, happen, the time shown on the apps will be inaccurate,” he said.
“The apps have been developed for some time, and it is time for the companies to upgrade them.”

The committee was also briefed by the government about three proposed Smart and Green Mass Transit Systems (SGMTS) in East Kowloon, Kai Tak and Hung Shui Kiu/Ha Tsuen in northwest Hong Kong.
“Members support the use of SGMTS as light and green feeder services to nearby railway stations and major public transport interchanges in East Kowloon, Kai Tak and [Hung Shui Kiu/Ha Tsuen],” said Professor Stephen Cheung Yan-leung, chairman of the committee.
“Members also acknowledged the government’s efforts in compressing the implementation programmes of these three projects through an innovative mindset, enabling the public to enjoy the benefits as early as possible.”
The government announced last week that 30 parties had expressed an interest in the Kai Tak project.
Cheung said on Monday the number comprised 17 entities from mainland China, seven local companies and six others from overseas.


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The Transport Advisory Committee has revealed one of its units received 12,788 complaints and suggestions between April and June. Photo: Felix Wong

A lawmaker has attributed the jump in complaints to personnel shortages among bus firms. Photo: Dickson Lee

The city’s taxi services also featured heavily in the feedback received by the Transport Complaints Unit. Photo: Sam Tsang

4 Hong Kong taxi drivers slapped with 10 demerit points for overcharging, refusing hires

Rows of taxis outside Hong Kong International Airport in Chek Lap Kok. Photo: Eugene Lee

Four taxi drivers have been slapped with the maximum 10 points since a new demerit points system was introduced in September. Photo: Elson Li

Hong Kong pets welcomed aboard city’s first animal-friendly public bus service

The new service currently covers five routes, with one-way trips costing HK$35 for individual travellers with one pet. Photo: Lo Hoi-ying

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Momo’s owner said they would be going to cafes and walking along the Shing Mun River after the bus ride. Photo: Lo Hoi-ying

News

Hong Kong

Transport

Public buses subject of more than 4,000 complaints in second quarter of 2024, increasing by 24.6 per cent year on year


Public buses subject of more than 4,000 complaints in second quarter of 2024, increasing by 24.6 per cent year on year.


Hong Kong society

Transport and logistics

Consumer protection in Hong Kong