In an effort to dissuade riders from engaging in offline transactions and trips outside its app, the taxi-hailing platform Bolt has introduced a novel cancellation option named “Driver Asked to Pay Off-the-App.” This feature is specifically designed to tackle situations where drivers request payment for trips conducted outside the app or exceed the predefined fare, thereby promoting in-app transactions to enhance overall safety.
Bolt has underscored that the introduction of this new option allows riders to take prompt action in scenarios where drivers seek payment for off-app trips or attempt to cancel the trip to go offline. By discouraging offline transactions, the feature seeks to bolster the safety of both drivers and passengers.
To reinforce safety protocols, Bolt encourages both drivers and riders to make use of the safety features embedded in the app’s Safety Toolkit, specifically designed for active (in-app) driving. This toolkit includes crucial safety features such as GPS tracking and SOS coverage, which become inactive when users switch to an offline status.
Linda Ndungu, Bolt’s country manager, has emphasized the importance of remaining online to ensure the efficacy of in-app safety tools and to prioritize user safety. Going offline renders users vulnerable and devoid of access to critical safety features, highlighting the essential need to stay online during trips.
Ms. Ndungu has also disclosed that the company compensates drivers for discounts provided to riders, clarifying that the associated costs, totaling millions of shillings annually, are covered by Bolt, not the drivers. In addressing drivers soliciting offline rides, Bolt has implemented stringent measures, including temporary bans and account suspensions for consistently reported offenders.
Bolt has additionally launched an awareness and training program for both drivers and riders, emphasizing the importance of respectful and responsible behavior on the platform. The introduction of the new cancellation reason option aligns with Bolt’s commitment to delivering a secure and reliable ride-hailing experience, empowering riders with a tool to prioritize their safety and well-being.
