Special Arrangement during the Temporarily Suspension of ICOMS System Notification
In view of the need to implement system maintenance to fix the technical problems of the system notification in the integrated customer and operations management System (“ICOMS”), only the following functions will be available with effect from 1 August 2023, until further notice:
1）Main User account management
Non-registered users can make applications for new accounts. Applicants will receive email notification or phone call for the result or follow up issues.
Existing registered users can manage their main user account / sub- account. Users will receive email notification or phone call for the result or follow up issues.
2）Service request for Dial-a-Ride Service (“DAR”)
Registered users can apply for new service request or amend the service request on 5 days or more from the booking day or amendment day in the system. Users making application for new DAR service request or any amendment/ cancellation of SRS/ PDAR/ DAR service request within 4 days from the service request/ amendment/ cancellation date, please contact our Customer Service Hotline during office hours.
For trip cancellation for the next day or after, please cancel via ICOMS or contact our hotline as soon as possible. For cancellation of service on the service date, please contact bus captains direct. (Please note that a surcharge will incur for the trips cancelled after 4:00pm one day before the service date.)
Status of all service requested trips will remain as “pending”. For those service requested trips that are successfully assigned, users will be informed by our staff via phone call.
* Service trip with itinerary:
For those service requested trips with stops, other than input the itinerary details in the system, users please also send us the itinerary details via email firstname.lastname@example.org or fax to 28557106
3）Trip details platform and the system notification are temporarily suspended until further notice.
4）Fare – DAR fare calculation remain unchanged based on Google Map distance and system estimated journey time).
5）Scheduled Route Service (“SRS”) - Application process remain unchanged.
6）Pooled Dial-a-Ride Service (“PDAR”) – Application process remain unchanged. Users will be informed by our staff for the details of trip details.
We apologize for any inconvenience caused due to the problems of the system notification.
According to the notification from the Transport Department, with effect from 2 August 2023 (Wednesday), Western Harbour Crossing ("WHC") has been changed to a government tunnel, and the tunnel toll fee for Dial-a-Ride customers using WHC shall be exempted.
If the Dial-a-Ride customer has paid the toll fee for WHC on or after 2 August 2023, we shall arrange refunds accordingly. Our Finance Department shall contact relevant customers for refund arrangements starting from December 2023.