Why would my trip fare be different from the upfront fare I saw when making the trip request?

4 June 2019 / Hong Kong

What is Upfront Fare?

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 drivers at the time of the request.

Even if there are surging prices caused by increased demand, they will be automatically included in the Upfront Fares. This way, you can always decide what works for you and your budget.

Below are some of the possible reasons why the trip fare might be different from the upfront fare

Route: The actual route used on the trip is significantly different from the predicted route
Tolls: The actual amount of tolls required is different from the expected amount included in the upfront fare
Changes made after requesting the trip: This includes adding extra stops, changing the pickup location or destination after making the request
Wait time fees: If the driver has waited more than 3 minutes at the pickup location, a wait time fee of HK$2 per minute will apply. You can refer to your trip receipt for any wait time fees

Common Questions:

If I get on/ get off at a different location from the one requested, will the upfront fare be affected?
The upfront fare might not be applicable when there are significant changes made to the trip route with a different pickup location or destination.
Check out the gif below for some tips for getting a more accurate estimated upfront fare when selecting your pickup location upon making a request.
If the route used on the trip is different from the predicted route, will the upfront fare be affected?
A change of route might result in differences in the expected time and distance (which upfront fares are estimated based on) and the actual ones. The trip fare calculation will then be based on original time and distance rates and other factors, e.g. tolls, if the difference is significant. When this happens, you can refer to your trip receipts for the breakdown of the charge.
How can I check the predicted route upon making a request?
After entering your destination(s), you will see a map showing the suggested route. The upfront fare is calculated based on the predicted route shown.

You can also tap the icon for more information about the fare and the estimated tolls (if any) included in the upfront fare.
How am I charged for tolls?
You will be charged for the tolls required on your trip. In general, tolls will be estimated based on the expected route and included in the upfront fare. If the actual tolls required on your trip is different from the expected tolls originally included in the upfront fare, the trip fare will be different from the upfront fare. After you’ve entered your destination and before requesting the trip, the estimated route, including tunnels (if applicable), will be shown in the app.

You can view the tolls included in the trip fare in your trip receipts, under “Tolls, Surcharges and Fees” (which will also include a booking fee of HKD5), or listed out individually in the fare breakdown.