Mankweng Bolt users up in arms over drivers’ conduct
Users say drivers disregard promotions given to riders by the app, charge a base fare of R50 for all local trips, often pitch up drunk and drive different cars than those registered on the app, among other complaints.
POLOKWANE – Bolt users in Mankweng are up in arms, saying Bolt drivers in the area have a general disregard for the usage guidelines of the e-hailing application.
A resident who preferred to remain anonymous, says drivers disregard any promotions given to riders by the app, charge a base fare of R50 for all local trips, often pitch up drunk, drive different cars than those registered on the app, hire out their profiles to other drivers, and sometimes have other passengers during pick-up.
This, she says, infringes on the passengers’ safety especially when the driver and car don’t match the ones registered on the app.
“The number of drivers who rent out their profiles to unregistered drivers or use different cars, is alarming. With the high crime rate, gender-based violence and murders happening in our area it is scary to think about the possibilities of the ride going wrong. When we confront these drivers about why the car or their description does not match what the app says we get harassed.”
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Another resident who detailed her frustration on social media, received threatening calls and messages from supposed drivers who were disgruntled because she spoke out against their practices.
“I contacted the Bolt head office and they advised us to report these profiles and detail our experiences in order for the matter to be investigated. I urge anyone who has been through such an experience to report it on the app so that the matter can be dealt with.”
BONUS contacted Bolt for comment and the response from SADC Regional Manager Gareth Taylor was that any passenger who is concerned that a driver is not following the service’s operating rules, or is concerned for their safety, can report such an incident through the app, or by e-mailing Bolt on southafrica@bolt.eu.
When complaints of a severe nature are received, Bolt activates its safety team to investigate immediately.
If an incident is serious enough to be reported to the police and a case number has been supplied, Bolt can provide data to support their investigations.
“Passengers are encouraged to rate their driver after every trip. Bolt customer service teams monitor driver ratings and any driver whose average rating drops below 4.5 is contacted directly. Depending on the rating and reasons given for the low ratings, drivers may be subject to investigation or temporarily or permanently removed from the platform. When a serious allegation is made against a driver, Bolt immediately blocks the driver’s account from the platform. If there is an emergency on a trip and the passenger activates the SOS button in the Bolt app, a private security team will reach out to them within seconds to offer help.”
According to Taylor all drivers who use the platform must have a professional driving permit (PDP) issued by local authorities and this permit is only granted to applicants who obtain a police clearance certificate.
Any driver found to be renting their profile to any other party or allowing any unauthorised person to use their profile for any reason, will be removed from the platform permanently. “Bolt is currently trialing biometric facial recognition software in Nigeria, and once a successful solution has been found, this will be rolled out to other markets.”
