Inquiries pour in for hospital and care facility trips; foundation chief vows to make service 'tangible' for vulnerable residents

A Seoul resident uses the 120 Donghaeng call-taxi service. [Seoul Metropolitan Government]
A Seoul resident uses the 120 Donghaeng call-taxi service. [Seoul Metropolitan Government]

Daily usage of Seoul's dedicated call-taxi service for residents who struggle with smartphone apps has risen nearly 30% since the city's 120 Dasan Call Foundation introduced a direct automated phone shortcut connecting callers to the service.

The 120 Donghaeng call-taxi service allows users to book a nearby taxi by phone — giving their departure point and destination — without a smartphone app or membership registration. The Seoul Metropolitan Government launched the service in July 2025 so residents could summon a taxi with a single call, bypassing complicated booking procedures. Users pay only the standard taxi fare, with no additional call fee.

Starting Aug. 13, the foundation streamlined the booking process by adding a dedicated ARS option: callers to 02-120 can now press 6 when prompted to connect directly to the call-taxi center, eliminating the previous step of going through a general operator first. In the 19 days through Aug. 31, a total of 4,423 calls reached the dedicated center via the new shortcut. In the six days before the ARS option launched — Aug. 7 through Aug. 12 — the center received 750 calls, averaging 125 a day. In the six days immediately after — Aug. 13 through Aug. 18 — connections rose to 948, averaging about 160 a day, a 28% increase over the pre-launch period.

In line with growing demand, the foundation hired two additional call-center agents effective Sept. 1 and said it would continue working to ensure smooth operations.

Among inquiries logged at the foundation, questions about how to book a taxi and how vehicle dispatch works accounted for the largest share. Callers also frequently asked about eligibility, fares, operating hours and service coverage.

At the call center, lifestyle-oriented transport requests dominated — inquiries included arranging rides to the hospital for an elderly mother living alone, getting parents home after surgery and discharge, and transporting family members to and from care facilities.

Based on recurring questions identified through those consultations — covering eligibility, operating hours, service coverage and dispatch confirmation — the foundation plans to update its consultation materials and frequently asked questions.

Song Ju-beom, chairman of the 120 Dasan Call Foundation, said residents should never find it hard to get a taxi simply because they are unfamiliar with ride-hailing apps. "We will make it easy and convenient for anyone to use the 120 call-taxi service with a single familiar phone call to 120, and we will listen carefully to the voices from the call center floor to deliver a support-for-the-vulnerable initiative that citizens can truly feel," he said.


cook@heraldcorp.com