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• Starting from 10 a.m. on 10 July 2023, customers can login ICOMS by entering the 9-digit “customer identity number” and “(one-time) password”. You can click on “Customer Profile” in the upper corner to view or click “Edit” to update customer personal information. If you have any questions, you can contact us by calling our service hotline at 2828 6500.
• People with mobility disabilities who would like to use the rehabus service, please click here for details.

• A WhatsApp number 5691 0001 has been set up specifically to answer customers’ enquiries regarding the use of ICOMS. Customers can send text, screenshots or recordings to WhatsApp 5691 0001 (customer name and ICOMS 9-digit customer account number must be provided for identification). Once received the enquiries, the responsible staff will respond during the forthcoming office hours (Monday to Friday 0900-1300, 1400-1730, closed on Saturdays, Sundays and public holidays).
• The caller ID number for outgoing calls from Rehabus is 3143-8154 or 2824-6500.
• The service hotline is 2824-6500 (see IVRS Call flow). Answering hours of the service hotline is Monday to Friday 0900-1300, 1400-1630; Saturday 0900-1200, but closed on Sundays and public holidays. During non-office hours or if the customer service staff are busy and cannot answer the call, the call will be forwarded to the voice mail box (instead of paging centre). Please leave the customer’s full name, contact person and phone number, with clear message. We will reply soon during the forthcoming office hours.
• For services of today and tomorrow, please contact the emergency pager at 7100-0288. Please leave the customer’s name, contact number and clear message, and our staff will return call as soon as possible. Except for urgent matters of services of today and tomorrow, other matters will not be handled.

Please note that the ICOMS user interface and other functions will be restored on Tuesday, 5 March 2024. Customers will be able to receive bus booking-related system notifications via the Web, Mobile App – Android / iOS, or Interactive Voice System (IVRS) with text-to-speech Telephone readout mode. For example, the system will send out notifications of vehicle and bus captain information to customers who have been allocated the service from 4 p.m. four days before the service date. That is, customers who have been allocated the service on 9 March 2024 (Saturday) will receive a notification of vehicle and bus captain information from 4 p.m. on 5 March. At the same time, customers can check the latest service application status from 9 March 2024 onwards in the booking service inquiry.

As we work with the system development supplier for ICOMS improvement continuously and review regularly the transitional arrangements and adjust the customer interface and scheduling in a timely manner, customer please check the latest arrangements and service notes for different service types in “OUR SERVICES” or “FORM DOWNLOAD”.

Starting from 5 March 2024, the user interface and other functions of ICOMS was restored. Customers can experience the following functions through the webpage (Web), mobile application (App) – Android version/iOS version and interactive voice system (IVRS)：

Customer Registration, Login and Profile Management (no changes):

Customer Registration of main account / sub-account; Login, Review, Edit and Cancellation of account

System Notification (resumed)：

Starting from 5 March 2024, customers will be able to receive bus booking-related system notifications via the Web, Mobile App, or Interactive Voice System with text-to-speech Telephone readout mode. For example, the system will send out notifications of vehicle and bus captain information to customers who have been allocated the service from 4 p.m. four days before the service date. That is, customers who have been allocated the service on Saturday, 9 March 2024 will receive a notification of vehicle and bus captain information from 4 p.m. on 5 March. Also, customers can receive system notifications for reminding to submit DAR trip itinerary, customer profile updates, etc.