E-hailing giant Bolt has implemented a new in-app cancellation feature to discourage riders from engaging in offline trips, according to a recent statement.
Bolt has also implemented mitigating actions for drivers continuously reported for soliciting offline trips, including temporary account blocking and account suspensions.
The company recently introduced two safety features: trip monitoring and driver alerts, designed to engage with users proactively and equip drivers with valuable information about upcoming trips in flagged safety concerns areas.
Offline trips typically occur when riders and drivers negotiate lower fare prices outside the app, exposing both parties to potential risks.
The rise in e-hailing offline trips is often driven by drivers seeking alternative income streams, urging riders to cancel ongoing trips and pay offline. This practice allows drivers to collect 100% of the trip fare instead of the usual fraction, which is typically split between Bolt and the vehicle owner.
With the newly introduced cancellation option, riders now have the ability to cancel a trip by selecting the option ‘driver asked to pay off-the-app’ under specific circumstances. This feature empowers riders to take immediate action in situations where drivers demand payment outside the app, exceed agreed-upon trip fares, or encourage trip cancellations to go offline.
Sandra Suzanne Buyole, Public Relations Manager at Bolt Africa, stated, “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 strongly discourages both drivers and riders from arranging offline trips, as it compromises safety and reliability. When trips go offline, essential safety features such as GPS tracking and SOS coverage become inactive, leaving users vulnerable without access to critical in-app safety tools.
The new cancellation feature is being rolled out in various parts of Africa, including South Africa. Bolt emphasises that staying online ensures the effectiveness of safety and emergency features, prioritizing user safety.