Uber is facing mounting criticism in South Africa following an overwhelming wave of negative customer reviews, painting a troubling picture of declining service quality, safety concerns, and a growing trust deficit.
Out of 4,821 consumer reviews analyzed, more than 4,200 were one-star ratings, with only 147 users giving the platform a five-star review. The reviews highlight several recurring issues — ranging from unsafe driving to unreliable pricing and poor vehicle conditions — that have left many passengers disillusioned with the ride-hailing service.
Among the most common complaints are unsafe driving practices. Riders frequently report drivers ignoring GPS routes, overspeeding, or dropping passengers far from their destinations. Others say they were charged for trips that never occurred or faced trip costs that were significantly higher than the original estimate.
Vehicle quality is another pain point. Passengers report broken air conditioners, unclean interiors, and unpleasant odours. One customer described feeling like they were “sealed up in a plastic container with leftover food smells.” Cancellations also top the list of frustrations, with many passengers left stranded after drivers accept and then abruptly cancel rides — sometimes while still being charged a cancellation fee.
More troubling are allegations that some drivers exploit airport queuing systems by leaving mobile devices in vehicles overnight to secure fraudulent priority pickups.
The problem extends beyond South Africa. Across the continent, ride-hailing platforms have faced similar criticism. In Nigeria, drivers have protested against low earnings and unsafe working conditions, while in Kenya, tensions between drivers, regulators, and platforms have intensified over licensing and commission fees.
Competitors such as Bolt and inDrive face their own share of complaints, but many users say Bolt is often perceived as the more reliable alternative.
For drivers on Uber’s platform, the situation is equally strained. Rising fuel costs, high maintenance expenses, and commission fees have cut into earnings. Many admit to delaying car repairs or skipping air conditioning to save costs — directly impacting service quality. Meanwhile, poor customer support has worsened frustrations. Riders and drivers alike say their complaints often go unanswered or receive generic, unhelpful responses, creating a growing sense of neglect.
This backlash comes just weeks after South Africa introduced new regulations for ride-hailing services, mandating branded vehicles, licensed drivers, and safety features such as panic buttons. While Uber has pledged to comply and improve the experience for both drivers and passengers, the sheer scale of negative sentiment suggests the company faces an uphill battle to restore confidence.
As competition intensifies in South Africa’s mobility sector, Uber’s ability to address these service quality issues — and rebuild trust with its user base — will be critical. Failure to act swiftly could see the platform lose more ground to rivals eager to capitalize on its vulnerabilities.
