Uber, Bolt lose rider trust in South Africa over safety and service issues

Public trust in ride-hailing giants Uber and Bolt is slipping in South Africa, as complaints grow over poor service, vehicle quality, and lack of customer care.

Wayne Duvenage, CEO of the Organisation Undoing Tax Abuse (OUTA), said the platforms risk losing their once-strong grip on the market unless they fix deep-rooted problems. “We are seeing tired vehicles, a decline in service quality, and drivers forced to chase endless trips just to survive,” Duvenage told MyBroadband.

Uber and Bolt were once hailed as game-changers for South Africa’s middle-class and affluent users, filling a gap in reliable transport. But billing disputes, weak driver vetting, and minimal customer support have soured that appeal. “It is no longer the customer-first service people enjoyed in the early years,” Duvenage said.

Drivers, who take home as little as 25 to 30% of each fare after fees and fuel costs, are cutting corners to stay afloat, he explained. “This is a high-volume turnover environment, and the platforms appear more focused on squeezing profit than helping operators improve service delivery,” Duvenage said.

Critics warn that “multi-apping”, where drivers work on both Uber and Bolt simultaneously, worsens delays and cancellations. “Pick-ups are late, trips get cancelled, and customers are left stranded,” Duvenage added.

The discontent has created an opening for new rivals. Pretoria-based startup Wanatu is winning over riders despite charging more. Its drivers earn salaries, carry professional driving permits, and undergo customer-service training. All cars are fitted with cameras, radios, and panic buttons for added safety.

“People are willing to pay more if it means clean cars, reliable drivers, and safer journeys,” Duvenage said. Analysts say Uber and Bolt will need urgent reforms if they hope to avoid an exodus of riders to competitors like Wanatu.

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