1. Help with a trip
b. Fare review
i. My driver took a poor route
Before confirming your trip, you'll see either an upfront price or an estimated range.
If you feel your trip price was too high, please let us know within 30 days of the trip.
- Date and pick up time of the trip
- Type of vehicle
- Pick up and drop off location
- Your phone number
- Your email
- Your first name and last name
- What happened
ii. My pick-up or drop-off location was wrong
Before confirming your trip, you'll see either an upfront price or an estimated range.
If you feel your trip price was too high, please let us know within 30 days of the trip.
- Date and pick up time of the trip
- Type of vehicle
- Pick up and drop off location
- Your phone number
- Your email
- Your first name and last name
- What happened
iii. I was incorrectly charged surge pricing
Surge pricing is an automatic increase in ride prices when there are more riders in a given area than available drivers. This encourages more drivers to serve the busy area over time, helping to maintain reliability and bring ride prices back down.
Your app will notify you when surge pricing is in effect before you confirm your ride. You can wait a few minutes while more drivers get on the road, or pay a little extra to get a vehicle right when you need it.
If you believe surge pricing was incorrectly applied to your ride,
Please provide the following details and tell us more in the contact us form below.
- Date and pick up time of the trip
- Type of vehicle
- Pick up and drop off location
- Your phone number
- Your email
- Your first name and last name
- What happened
iv. I had an issue with my pick-up
Trip fares are calculated according to both time and distance, as well as other applicable charges.
Q: How are trip fares calculated?
Fares are calculated upfront for all the rides in Hong Kong.
Your total trip fare equals to
the addition of booking fee + base fare + estimated distance and time fee + toll fee and wait time fees (if any)
minus - promotions
Upfront Fares are calculated based on your trip's expected time and distance and will take into consideration the predicted traffic situation and availability of driver partners at the time of the request. The fare displayed at the beginning of the trip may not hold if there's a significant change to pickup/drop-off locations, using a different tunnel, adding a stop after request or the suggested route is not followed, etc.
This explains why the fares might be different even if the requested locations of past trips are similar.
Please keep in mind that we may not be able to provide a fare adjustment if events occur outside of your driver partner's control (such as traffic or road construction).
Q: If you are picked up or dropped off at a wrong location
Before confirming your trip, you'll see either an upfront price or an estimated range.
If you feel your trip price was too high, please let us know within 30 days of the trip.
Please provide the following details and tell us more in the contact us form below.
- Date and pick up time of the trip
- Type of vehicle
- Pick up and drop off location
- Your phone number
- Your email
- Your first name and last name
- What happened
Please use the below form, if you feel that your driver was driving unsafely or was distracted during this trip.
If you experienced an issue with your pickup, such as difficulty connecting with your driver partner or your driver partner never arrived, please let us know below.
- I did not take this trip; or
- My driver partner took a poor route; or
- I should not have been charged wait time fees
- Date and pick up time of the trip
- Type of vehicle
- Pick up and drop off location
- Your phone number
- Your email
- Your first name and last name
- What happened
