雙語社評齊齊聽

英語 (足本收聽)

普通話 (足本收聽)

【明報專訊】UBER, a mobile application (app) that offers hire car services, has been accepted and welcomed by Hong Kong people. Like a rock thrown into a pond, it has provoked a wave of protests from the taxi industry, which has pressed the government into taking action against it. But Uber has also inspired a feeling in the industry that it has to reform and exert itself. As far as we can see, one of the industry's focuses is the introduction of luxury taxi services. It has to be pointed out, however, that the problems of the taxi industry cannot possibly be solved by introducing "by-appointment" or luxury taxi services. They have to be tackled at their root. To turn things around, the taxi industry has to enhance drivers' standards and put in place an effective mechanism for monitoring taxi operations.

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Uber以手機應用程式營運出租車，獲市民接受和歡迎，對於的士業可謂一石激起千層浪，業界除了向政府施壓，要求打擊Uber，業內並掀起革新掃弊、奮發圖強的氛圍，迄今所見，業界對引入豪華的士服務，是其中一個傾向重點。要指出的是，的士服務之沉痾，絕非靠預約包車服務或豪華的士就可以治癒，必須正本清源，從提高司機質素和須有強有力機制監察的士營運等，才有望扭轉局面。

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Under pressure from the taxi industry, the government has taken a hard line on Uber. Not only did the police conduct a sting operation and make several arrests, but they also raided Uber's office, showing that they were launching a full-scale crackdown on its operations. The police even informed the media of their actions. All this shows that the authorities intend to stifle Uber's hire car services. There are indeed legal problems with Uber's business model that have to do with insurance and licences. It has been unable to counter the authorities' crackdown, and there is no way it can do so. The taxi industry, on the other hand, has preserved its monopoly with the help of the authorities. However, as can be seen from netizens' criticisms of the taxi industry and the police's actions, the public is largely sympathetic towards Uber. All this can be regarded as a backlash against taxi services.

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政府在壓力下，重手對付Uber，由警方「放蛇」拘人，直搗辦事處，擺出全面掃蕩架式，又通知傳媒採訪報道，大有要趕絕Uber模式的出租車業務之意。Uber的營運模式，在保險與出租車資格方面，確實有法律問題，面對公權力壓制，它無從也無力反制。的士業雖然藉政府公權力維持了獨大地位，但是輿情對Uber的遭遇大多寄予同情，從網民批評的士業界和警方的作為，說明此乃市民對的士服務質素的反彈。

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Uber allows passengers to get a ride by appointment, which is the mainstay of its services. Furthermore, Uber cars are cleaner and more comfortable. Uber drivers are neatly attired. They offer good services and always put their customers first. Still, the key to Uber's success is its "by-appointment" feature rather than service quality.

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Uber提供的預約服務，是其營運基礎，至於車輛較舒適清潔、司機穿著整齊和服務到家、以客為尊等，則是服務質素與水平了，關鍵仍在預約服務。

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In fact, if those in the taxi industry are willing to enhance the standards of their services, they can do so all by themselves. Some taxi drivers, for example, have begun driving taxis of a new type. Though the fuel consumption of such a taxi is similar to that of a conventional one, it has a much larger boot, which holds seven suitcases and three backpacks. Its back seats are equipped with airbags, making passengers feel safe. And it is so spacious that even foreigners of tall stature will feel comfortable. We understand such taxis are used specifically for rides to border crossings and the airport. They are very well received by tourists, so much so that their drivers do 20% more business a day. This shows that, even if things remain as they are, the taxi industry can bring about a win-win situation between itself and the public if it is willing to change.

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其實，只要的士業者肯提高服務水平，單憑一己之力，也有空間。例如有業者選用新車款的士，燃料費與傳統的士相若，而行李箱特大，可放7件行李篋和3個背囊，乘客位有安全氣囊，讓乘客有安全感，車廂較寬敞，身材高大的外國人也坐得舒服；據介紹，業者以這款車專門行走過境口岸與機場，備受旅客歡迎，每日營業額增加了兩成。由這個事例，顯示在現行景况下，只要肯改變，也可以在業界與市民之間，創造雙贏效果。

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Conceivably, it may go some way towards improving taxi services to make use of apps and introduce taxis of new types or luxury taxis. However, it is taxi drivers' poor standards that lie at the root of inadequate taxi services. According to a study conducted by PolyU Technology and Consultancy Company Limited (PTeC), over the past ten years, taxi drivers' incomes have not increased. The occupation hardly appeals to the younger generation. Taxi drivers' low incomes have to do with the structure of the industry, which, in turn, has to do with enormous interests. As we do not see the government can handle matters concerning taxi licences, we are not optimistic about the taxi industry's self-improvement. In spite of this, the recommendation in the PTeC's study that the taxi industry should set up a council for improving taxi services, which would handle complaints against the industry and suggest improvements, should be looked into in detail. The first thing we should do is to give the industry a chance to regulate itself. If that does not work, we will have to see how the authorities' powers should be brought into play.

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提高的士業服務水平，借助科技的手機應用程式、引入新車款和豪華的士，相信可起到一定效果，不過，的士服務水平惡劣溯本尋源，與司機質素低落有關，而根據理大科技及顧問有限公司完成之的士行業研究，指出的士司機收入10年來沒有增長，對年輕一代難有吸引力。司機收入偏低是現行的士體制的結果。這個現况牽涉重大利益，看不到政府有能力處理的士牌照問題，因而使人對的士業的自我完善，難以樂觀。即使如此，理大的研究報告建議業界成立「改進的士服務議會」，處理日常投訴及提出改善建議，仍然應該深入研議，先就業內自律規管，若不奏效，再檢視公權力怎樣發揮作用。

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明報社評2015.08.28

Presented by lecturers of Hong Kong Community College, PolyU and The Hong Kong Polytechnic University

William Tsang

Senior Lecturer, HKCC

www.hkcc-polyu.edu.hk/staff_directory/social_communication/details.php?id=75&lang=eng

周文駿

香港理工大學專上學院講師

www.hkcc-polyu.edu.hk/staff_directory/social_communication/details.php?id=108&lang=chi

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