FAQ - Passenger
- About SuperCab
- Is this legal?
SuperCab is a legal taxi booking app. We dedicate to provide seamless, safe and pleasant trips with professional drivers and car teams.
SuperCab serves in "Hire as a whole", meaning a deal is made prior to the ride, and to be completed the way designated. Pursuant to Hong Kong laws and guidance given by the Transport Department, taxi drivers will have to display an "Out of Service" sign during a "Hire as a whole" trip, and charge the passenger as agreed. SuperCab is a platform where passengers and drivers make their deals at an agreed price and route.
- Is it free to use SuperCab?
SuperCab is a free app for passengers to use.
All passengers have to do is only to download SuperCab on App Store or Google Play, complete simple registration, and they you are off to experience excellent taxi rides.
- SuperCab Team
SuperCab provides drivers with proper customer service skills, ettiquette, and skills support for them to serve with professionalism and friendliness. Drivers will also promise to comply with service guideline.
We will also assess each vehicle by their age, outlook, and interior, to make sure they are fit for offering a pleasant journey.
- Service Hours
Booking opens 24 hours
Customer Service:
Monday to Friday: 10:00AM to 6:00PM;
Closed on Saturday and Sunday
Please send your Inquiry to info@supercab.com.hk
- Any charter service?
SuperCab operates in "Hire as a whole" which only covers travel between pickup and destination, no charter service is currently available.
- How to user SuperCab?
- How to set up an account?
Passengers may set up an account with mobile phone number, e-mail address or Facebook account. You will have to enter your personal details and create a password to log onto SuperCab.
- How to call a cab?
Open the SuperCab app, key in pickup and destination, our system will generate an order to all drivers in 4 km from the pickup. Service is available soon after the driver picks up the order.
- How to contact the driver?
Real-time tracking allows passengers to locate the allocated drivers, you may also text or give hima call.
- Can I designate a driver?
Sorry, it is currently not available.
We dedicate to provide quality service. Every member of the SuperCab Team is well-trained, you are rest assured the best service without having to designate any driver. You are welcomed to rate our drivers' service, which will greatly boost their performance and made their effort seen by other passengers.
- Will there be situation that no driver to pick up order?
In general, this will not happen. *
Soon after an order is made, it will be received by all drivers in 4km from the pickup point, drivers are free to choose whether to accept the order. If the order has not been taken after 2 minutes, it will automatically be assigned to the nearest driver.
(*It depends to the actual situation, in the event of traffic jam or accident, passengers may have to wait for more than 15 minutes, we will then arrange a driver at the nearest spot. )
- Can I cancel my order?
- Cancel order before more than 1 hours in advance, no cancellation fee apply.
- Cancel within 1 hours before the order start, cancellation fee is 50 HKD.
- Cancel within 30 mins before the order start, cancellation fee will be full payment of the order.
- How can I track my ride history?
Passengers may tap on the [Menu] icon on the upper left corner, click [History]. You will then be able to access all past trips, including detailed record of each trip in a week or month.
Passengers may also download the receipts on this page.
- What is a rating system?
To maintain a quality ride service, passengers are encouraged to rate the service of drivers on a scale of 1 to 6 stars after your ride. We also welcome any comment from our passengers in the box below. All comments or opinion will be submitted to the SuperCab system on an anonymous basis without our drivers knowing it.
Passengers will be rewarded bonus points for each rating, which can be used to redeem more benefits and gifts. Stay tuned to SuperCab Facebook page.
- How can I lodge a complaint?
In the event of any unpleasant happenings (e.g. making a detour, refusing hire, appalling attitude or behaviour, or issues with cab condition), passengers may reflect the same in the rating system with details account in the box below. You may also email or call us, we will follow up as soon as possible. All comments or opinion will be submitted to the SuperCab system on an anonymous basis without our drivers knowing it.
- SuperCab aims at providing quality taxi rides, we value your opinion.
Contact:
Hotline: 3709 7682
E-mail:cs@supercab.com.hk
- How is a charge made?
- By taximeter/app?
By app. Soon after passenger keys in the pickup point and destination, our system will generate a final fee by taking into consideration of the travel distance, traffic condition, order time, tunnel options and any other additional charge. Subject to special circumstance, drivers should charge the amount set in the app.
SuperCab allows deals to made prior to the rides, drivers will have to display an "Out of Service" sign, and charge the amount set in the app.
(*Final fee includes travel fee, tunnel fee, luggage fee, and pet fee. )
- Does the fee include tunnel fee?
Tunnel fee will be charged by usual practice, which has been included in the final fee shown on the app.
- How is the fee affected by traffic jam?
SuperCab system assesses final fee by traffic condition when the order is made, and traffic jam does not incur additional costs. *
(*Subject to special circumstances: in the event of traffic accident/road is blocked, passengers may have to negotiate the final fee with the drivers. )
- How is the fee affected by misfunctioning of the vehicle?
In the event the cab is broken down suddenly (e.g. engine stall), pursuant to the Road Traffic Ordinance, passengers must pay the taxi fee incurred between the pickup point and the point where the engine is dead. If that really happens, please pay in full as agreed, and contact cs@supercab.com.hkwithin 24 hours from the trip, provide the order number and arrange for reimbursement.
If that happens when customer service is on duty, driver will contact SuperCab immediately and we will arrange another cab shortly;
if that happens outside our service hours, passenger may have to arrange for another ride with the aid of our driver.
- Do I need to pay any tips?
Fee shown on SuperCab does not include any tips aside from travel fee.
It is entirely up to the passenger.
- WelCab Service Charge
An additional service charge of HK$80 will be charged for calling a WelCab
- Additional luggage fee
No extra charge regardless of the number of pieces of luggage.
- Additional pet fee
No additional charge regardless of the number of pets.
- Payment method
We accept cash / unionpay / credit card*, passengers may indicate the same when placing an order.
(* We use Stripe as our payment service provider, you will only have to enter your credit card number once.)
- Trip planning
- Can i designate a route?
In general, drivers will take the shortest way suggested by SuperCab, passengers may only choose which cross harbour tunnel to take, i.e. Hung Hom Harbour Tunnel, Eastern Horbour Crossing, and Western Harbour Crossing.
(* For specific tunnel or route options, please make it clear when placing the order. We suggest passengers confirming the route with drivers after on board so as to avoid any unnecessary confusion or misunderstanding. )
- Can i change my trip in the middle of a ride?
Not at the moment.
- Can i request more than one pickup point/destination?
Not at the moment. Subject to safety condition, passengers may choose to complete their trip before arriving the agreed destination, our system will re-calculate the fee by distance travelled.
- Can the pickup time be estimated?
Passengers may estimate the pickup time by real-time tracking of the driver's location.
- General questions
- Change of personal information
For any change in personal information (e.g. Display name, display photo, mobile phone number, e-mail address etc.), please tap the [Menu] icon on the upper left corner, click [Personal Profile Picture] and make your change; for password change, click [Settings] and create a new password.
- Forget password
Click [Forget password] on the login page, enter your e-mail address and mobile phone number, and a link to reset your password will be sent to your email mailbox.
- Unable to connect
Please check your internet connection, and relaunch the app. Contact us if the issue remains.
Contact:
Hotline: 3709 7682
E-mail:cs@supercab.com.hk
- Accident compensation
All SuperCab passengers are covered by Third Party Risks insurance or Comprehensive Motor Insurance Policy
(* Pursuant to Article 4 of Motor Vehicles Insurance (Third Party Risks) Ordinance, Cap 272, it will only be lawful for a person to use a motor vehicle on a road if he has engaged in Third Party Risks insurance for his car. )
- Lost items
Please contact SuperCab customer service personnel in 24 hours after your personal belonging has been found missing after the ride.
Passengers should provide detailed description of the item and leave a contact, we will assist in getting in touch with the driver but no guarantee can be made. If the item can be found, we will notify you and arrange for picking up.
Contact:
Hotline: 3709 7682
E-mail:cs@supercab.com.hk
- How can I get the receipt?
An electric receipt will be made available after the trip. Passengers may tap on the [Menu] icon on the upper left corner, click [Trip History] and review your receipts, feel free to make a copy if necessary.
In the event of fee adjustment, our system will update the same automatically and shown in the app.
- How can I obtain update on benefits?
We will send prompts to inform passengers of any benefit, update, and new functions etc.
We also encourage you to follow our Facebook and Instagram page to keep updated.
Facebook: SuperCab 好的
https://www.facebook.com/SuperCabHK/
Instagram: @SuperCabHK
https://www.instagram.com/SuperCabHK/
- How can I get the promotion code?
Stay tuned to SuperCab Facebook and Instagram page.
Facebook: SuperCab 好的
https://www.facebook.com/SuperCabHK/
Instagram: @SuperCabHK
https://www.instagram.com/SuperCabHK/