Poor service, local rivals surge threaten Uber and Bolt’s dominance in South Africa

Uber and Bolt, once the gold standard for e-hailing in South Africa, are facing growing dissatisfaction.

Reviews on HelloPeter paint a bleak picture; Uber holds a 1.27-star rating from 4,222 reviews, while Bolt fares even worse with 1.23 stars from 2,221 reviews. Customers cite trip cancellations, unfair charges, long wait times, and unresponsive support.

Meanwhile, drivers face their own struggles—low pay, safety concerns, and poor engagement from the platforms. “Drivers are frustrated because they have to work very long hours to compensate for the low fees Uber pays,” said Thato Ramaila, Chairperson of the Soweto United E-Hailing Association.

Local Startups Enter the Market

With Uber and Bolt under fire, homegrown competitors are seizing the opportunity. Wanatu, which launched in October 2024, operates in Centurion and Pretoria with a unique approach—hiring full-time drivers and owning its fleet. Meanwhile, Twytch, set to launch in February 2025, introduces blockchain-based security features and a surge-free pricing model.

Another challenger, Shesha, backed by the South African National Taxi Council (Santaco), entered the market in May 2024. It offers fixed pricing, digital-only payments, and an Emergency Ride feature. However, Shesha has faced allegations of coercion by Santaco members, prompting an internal investigation.

Will Uber and Bolt Fight Back?

Uber has acknowledged the backlash, increasing short-trip fares to attract drivers. The company insists on its strict vehicle standards and safety measures like in-app emergency buttons and audio recording. However, customers remain skeptical as complaints continue to mount.

For now, Uber and Bolt still dominate South Africa’s e-hailing landscape, but if local players scale up their operations, their reign may soon come to an end.

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