Cab drivers are fully compensated on discounted rides, don't pay more - Bolt

When using the taxi-hailing platform Bolt, you are advised to pay only the exact discounted price displayed on your app.

Furthermore, if a driver demands an additional fee in disregard of the discount, claiming they are not compensated, you should report the matter through the app.

"Where necessary, opt for another driver who is willing to complete the ride under the correct fare conditions," Bolt stated while speaking to Eastleigh Voice.

This statement responds to public concerns that some cab drivers are ignoring discounted fares and instead demanding extra payments from customers, leading to a series of disputes and misunderstandings.

Beyond the disagreements, this issue has fuelled growing scepticism among Kenyans. Some argue that taxi-hailing apps offer discounts only to create conflicts between passengers and drivers. Many users have described the experience as highly inconvenient.

A spot check by The Eastleigh Voice reveals that drivers frequently demand additional payments for discounted trips, accusing their employers of failing to account for their operational costs and not reimbursing them.

Cancel rides

Victor Lulizi, a middle-aged nurse, shared his experience. He stated that on several occasions, he had to cancel rides due to fare disagreements with drivers, ultimately disrupting his schedule.

"Most of the drivers I’ve encountered in this situation often argue that the price offered is too low," he said.

"In many instances, I’ve had to explain that the pricing is not my calculation but rather what the taxi service has determined, factoring in business considerations, including the promotional aspect of discounting."

He added that drivers argue that discounted trips result in losses for them. Victor’s experience is reflective of many other cab users who have faced similar ordeals while seeking convenient transport.

In response to the matter, Bolt has refuted claims that drivers are not compensated.

Discounted portion covered

"Bolt fully compensates drivers for the discounted amount. For example, if a trip costs Sh500 and the passenger receives a Sh100 discount, the driver still receives the full Sh500, with Bolt covering the discounted portion," the company stated.

Addressing concerns that drivers may be unaware of the discounted fare and insist on the original price, Bolt clarified that drivers can see both the discounted fare and the full amount they will be reimbursed at the end of the trip.

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• don't pay more - Bolt

"However, we acknowledge that this may not always be communicated to passengers, as some drivers seek tips and additional payments, occasionally leading to misunderstandings," Bolt noted.

To address this issue, the company reaffirmed its commitment to educating drivers through in-app notifications, direct communication, and training sessions to ensure they understand that discounts do not affect their earnings.

Bolt also acknowledged that some drivers may not always be fully informed about the reimbursement process, which can contribute to misunderstandings.