Bolt enhances Rider Safety with New Cancellation Option to discourage offline trips in Kenya

Bolt, the ride-hailing giant, has rolled out a new feature in its app designed to discourage users from engaging in offline trips and making payments outside the app. This move, effective as of January 10th, introduces a cancellation option for riders facing situations where drivers suggest offline trips and request payment off the app.

To address this concern, Bolt riders in Kenya now have the ability to cancel a trip by selecting the option ‘driver asked to pay off-the-app’ under specific circumstances. This measure is part of Bolt’s commitment to enhancing the safety and well-being of its riders.

In an official statement, Linda Ndungu, Country Manager at Bolt, emphasised the significance of this new feature, stating, “We’re happy to introduce our latest cancellation option, designed to cut down on offline trips and address instances where drivers insist on charging rates exceeding those on the app.”

Bolt aims to deter offline trips and situations where drivers seek payment beyond the agreed-upon fare. This measure comes in response to concerns regarding the compromised safety of riders when trips are taken offline, as essential safety features like GPS tracking and SOS coverage become inactive.

How It Works:

Riders can now exercise the cancellation option when encountering scenarios where a driver requests payment for a trip outside the app, demands payment exceeding the agreed-upon fare, or encourages the cancellation of the trip to go offline.

Linda Ndungu highlighted the company’s strong stance against drivers and riders using the platform to negotiate offline trips, emphasising the safety and reliability Bolt aims to uphold. Going offline disables crucial in-app safety tools, leaving users without access to features that ensure their safety during trips.

In line with its commitment to safety, Bolt encourages both passengers and drivers to utilise the safety features provided in the app’s Safety Toolkit, specifically designed to operate during active (in-app) trips.

Bolt’s move to enhance safety through this new cancellation option follows a history of safety-related challenges.

The National Transport and Safety Authority (NTSA) in Kenya scrutinised Bolt’s safety measures, nearly declining its license renewal last year. In response, Bolt implemented a safety plan, addressing concerns and discontinuing controversial features that had caused disagreements between drivers and customers.

User Feedback and Future Developments

As this new feature rolls out, Bolt will closely monitor user feedback to refine and improve the functionality based on real-world experiences.

The company remains committed to an iterative approach, constantly evolving its platform to meet the dynamic needs and expectations of its user base.

Bolt users can anticipate ongoing developments and enhancements as the company continues to prioritise safety and user experience in the evolving landscape of digital transportation.