Recent complaints from customers using ride hailing apps reveal refusal to accept drivers demanding 1.5 times above fares calculated by apps. This comes after a notice from a union representing Nairobi Online Drivers declaring that customers would no longer be charged rates listed by the platforms.
The dispute followed a one-week strike earlier this month by drivers associated with Uber, Bolt, Faras, and Little, who were protesting against what they termed “exploitative rates.” However, the strike wasn’t successful since some drivers opted to continue working by taking advantage of the fact that there are higher surge prices during the slowdown.
Why Customers Are Complaining
Many customers took to social media to air their dissatisfaction at the unexpected hikes in fares. These customers complain either of being blindsided by additional charges at the end of their trips or of drivers refusing card payments.
One frustrated user commented on X, formerly Twitter, “If they don’t like working with the app companies then ship out and leave a few who are comfortable working with mobile taxi companies. Trouble started when too many cab drivers joined taxi hailing companies.
Another user sympathized with the drivers over their economic hardship but reasoned why they were using the app to get customers and at the same time imposing their own price. Others retaliated by giving them one-star reviews, with some others even promising to stop using the platforms.
Uber has stated that the situation is unacceptable, as the drivers are violating the rules set by the platform. While not mentioning what they will do, for some drivers, deregistration may be a possibility. Also, maybe in the long term, they might negotiate with the drivers to come up with solutions.
Why Some Customers Don’t Mind It
Some customers have, on the other hand, sided with the drivers, accusing the ride-hailing platforms of having a blind eye toward the drivers who suffer in their plight. They argue that the rates set by companies are too low for drivers to at least cover their expenses and earn a reasonable livelihood.
One sympathetic customer noted, “Those rates are very realistic. Honestly, I don’t understand how they have been surviving and paying loans considering that companies take 70% of what you pay. I have always topped up without anyone asking because I understand how a car works.
Others have pointed out the broader issues that drivers face, including poor working conditions and a lack of regulation, suggesting the current row is a symptom of all these problems that have been ongoing.
Ride-Hailing Companies’ Comment
Ride-hailing companies have responded by reassuring that they are committed to having fair pricing structures. Uber sent an email to customers requesting them to report cases where drivers are demanding extra money besides what is being calculated on the app saying it contravenes their Community Guidelines.
“Our drivers are fairly paid, and we have a very well-set pricing structure that meets their expectation and needs. It therefore ensures at no point in time are our riders affected. It’s a Kenyan app designed for Kenyan drivers and Kenyan riders,” Little CEO, Kamal Budhabhatti said.
Friction has only increased in the air as drivers feel underpaid and riders are irritated by skyrocketing fare prices. The situation is unresolved because the debate on the future of ride-hailing teeters between both parties, hoping to have that which they need.