In a recent move to enhance safety and transparency, taxi-hailing APP Bolt has introduced a groundbreaking feature in its app named ‘Driver Asked to Pay Off-the-App.’ This feature aims to discourage riders from opting for offline trips, which has been a concern for drivers and Bolt.
While the move is geared towards safeguarding users and ensuring the effectiveness of in-app safety tools, it prompts us to delve deeper into the reasons drivers choose to go offline in the first place.
Bolt has taken a strong stance against offline trips due to the inherent safety risks involved when drivers and riders operate outside the app’s secure environment. However, it’s crucial to understand the factors that lead drivers to seek alternatives, such as accepting payments off the app or venturing into offline trips. NewsTrendsKE spoke to a few drivers who pointed the following issues:
- Waiting and Cancellation Fees:
One of the reasons drivers prefer offline trips is Bolt’s policy of not charging waiting fees past 5 minutes of waiting. Furthermore, the riders are not charged a cancellation fee should they opt to cancel the driver after the 5-minute wait like in competitor App, Uber. This can be frustrating for drivers who find themselves waiting for extended periods without compensation for their time. - Traffic-Related Pricing:
Unlike some competitors, Bolt does not recalculate prices upwards for time taken in traffic. This can be a significant drawback for drivers, especially in congested urban areas where traffic delays can significantly impact the overall time and effort spent on a trip. However, it is important to note that Bolt implements a surge multiplier of anything from 1.1 to 2.0 times the usual fares during peak hours. - Cost of Returning Trips:
Long-distance rides that take drivers away from busy areas may not factor in the cost of the return trip. This can result in drivers incurring additional expenses without a guarantee of finding a new trip immediately upon their return.
Bolt’s new cancellation option is a proactive measure to address the challenges associated with offline trips. By discouraging riders from making payments outside the app, Bolt aims to ensure the safety of both drivers and passengers and to keep essential safety features like GPS tracking and SOS coverage active.
Linda Ndungu, the Bolt country manager, said that remaining online prioritises user safety. “When drivers and riders go offline, essential safety features like GPS tracking and SOS coverage in the app become inactive, leaving users vulnerable and without access to critical in-app safety tools. Remaining online ensures the effectiveness of these features and prioritises the safety of our users.”
However, it raises questions about the underlying issues that push drivers towards offline alternatives and whether the new feature adequately addresses these concerns. Drivers will be slapped with temporary bans and account suspensions to serve as deterrents should they be reported to solicit offline trips.
Bolt has also initiated an awareness and training program for drivers and riders, emphasizing the importance of respectful and responsible behaviour on the platform. This holistic approach aims to create a secure and reliable ride-hailing experience for all users.
