Durban — Bolt has introduced a new cancellation option in its app to discourage users from taking offline trips.
The mobility platform said that offline trips occur when riders take trips without using the Bolt app’s online features, such as a driver negotiating a different fair price with the rider, which may expose them to several concerns.
With the new cancellation option, riders can now cancel a trip by selecting the option ‘the driver asked to pay off the app’ under specific circumstances.
Bolt said the feature empowers riders to take immediate action should they encounter situations where the driver asks for payment for a trip outside the app, requests payment exceeding the agreed-upon trip fare, or encourages cancellation of the trip to go offline.
Sandra Suzanne Buyole, PR Manager, Africa at Bolt, said: “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. At Bolt, we strongly discourage both drivers and riders from using the platform to exchange contact details or negotiate for offline trips. This behaviour goes against the safety and reliability we aim to uphold for our users. When drivers and riders go offline, essential safety features in the app, like GPS tracking and SOS coverage, become inactive, leaving users vulnerable and without access to critical in-app safety tools.
“Remaining online ensures these features' effectiveness and prioritises our users' safety. Mitigating actions are also in place for drivers continuously reported as soliciting offline trips. These actions include temporary blocks and account suspensions, as we remain dedicated to providing a secure platform for everyone.”
Buyole said to ensure safety for both drivers and riders, Bolt encourages both riders and drivers to take advantage of the safety features provided in the app's Safety Toolkit. These features are specifically designed to operate during active (in-app) trips.
She said Bolt is committed to providing a secure and reliable ride-hailing experience for all users. Introducing the new cancellation reason option reinforces this commitment, offering riders a powerful tool to prioritise their safety and well-being.
Bolt recently introduced two new safety features, trip monitoring, and driver alerts, offering a comprehensive solution that empowers both drivers and riders. These newly launched features exemplify Bolt's commitment to proactive safety measures. The trip monitoring proactively engages with riders and drivers in-app when a vehicle remains stationary for an extended period. On the other hand, the driver alerts feature equips drivers with valuable information about upcoming trips, ensuring they can make informed decisions, particularly in areas flagged for safety concerns.
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