The Edo State chapter of the Amalgamated Union of App-based Transporters of Nigeria (AUATON) has publicly criticized the ride-hailing platform Bolt for suspending the accounts of numerous drivers based on unfounded allegations, without offering them a chance to present their side.
This concern was raised in an official statement by Comrade Russell Eghaghe, the union’s state chairman.
Comrade Eghaghe emphasized that these account suspensions appeared to be executed in bad faith, relying solely on passenger complaints without thorough investigations, prior notifications, or warnings to the drivers involved. While acknowledging the importance of maintaining safety and professionalism, he argued that such principles do not justify arbitrary deactivations.
“There have been multiple instances where drivers were abruptly suspended following passenger grievances, often without being given the opportunity to explain their perspective. I support Bolt’s dedication to safety and service excellence, but disciplinary measures must be grounded in fairness and transparency,” the chairman stated.
He further highlighted that suspending drivers without first hearing their accounts not only damages their reputations but also threatens their livelihoods. Many drivers rely heavily on Bolt as their primary income source, and sudden deactivation without due process can lead to severe financial and emotional consequences.
One driver affected by this policy shared his experience with Technext, explaining that his account was blocked after a passenger reported him for declining an off-app payment request.
He recounted that the ride was proceeding smoothly until the passenger asked him to make an unscheduled stop, offering to pay outside the app. The driver insisted that the detour be added to the app to ensure proper billing, which angered the passenger. The passenger then demanded to be taken directly to the original destination and began photographing the driver’s vehicle and license plate while threatening repercussions. Despite the driver reporting the incident to Bolt and receiving an apology, his account was still deactivated following the passenger’s complaint.
Comrade Eghaghe condemned such actions as unjust and prejudicial against drivers, warning that they could encourage passengers to behave disrespectfully, knowing their complaints will be acted upon without balanced scrutiny.
The driver also revealed that even after his deactivation, the passenger continued to call and threaten him, leaving him bewildered about his rights and the fairness of Bolt’s process.
“He kept calling to intimidate me. I don’t understand why I was blocked when I wasn’t rude-I only asked him to follow the proper procedure. I want to know what I did wrong in Bolt’s eyes,” he lamented.
Related: Bolt Nigeria deactivated 5,000 drivers in 2023, despite AUATON’s call for driver score transparency
Bolt’s Suspension Policy and Recommendations for Improvement
Deactivating driver accounts is a common disciplinary measure used by ride-hailing companies to address misconduct. Bolt, in particular, has gained a reputation for swiftly suspending drivers.
In 2023, Bolt reported suspending 5,000 drivers. Lola Masha, the company’s Regional Manager for North and West Africa, explained that this mass suspension was part of a routine cleanup based on driver scores rather than specific violations.
Driver scores are ratings primarily derived from passenger feedback, serving as a performance metric.
The use of account suspensions intensified as offline trips became more common, with Bolt targeting drivers accused of facilitating such rides, especially in southern states like Rivers and Cross River.
Many drivers have protested these suspensions, describing them as arbitrary and lacking evidence of wrongdoing.
The issue escalated to the point where Lagos State drivers petitioned the state House of Assembly, prompting lawmakers to demand that ride-hailing companies provide clear reasons for any driver deactivation. The assembly emphasized the need for transparency to prevent drivers from being unfairly treated or exploited.
Comrade Eghaghe reiterated that since passenger complaints are not always accurate or impartial, Bolt must act as a neutral adjudicator and conduct thorough investigations before penalizing drivers.
“It’s crucial to recognize that rider complaints can sometimes be mistaken or biased. Misunderstandings and false accusations happen. Therefore, Bolt should implement a fair review process that considers both driver and rider accounts before taking disciplinary action,” he advised.
The chairman urged Bolt to establish a transparent investigation protocol that involves direct communication with drivers, allowing them to respond to allegations before any suspension is enforced.
He also recommended creating an appeals mechanism to review and potentially overturn wrongful suspensions.
Additionally, he called for enhanced training of Bolt’s support staff to ensure they handle driver concerns with empathy, professionalism, and impartiality.
“By adopting these measures, Bolt can build stronger trust among drivers and riders, fostering a community grounded in fairness, accountability, and mutual respect. Addressing these challenges will enhance Bolt’s reputation and service quality for all stakeholders,” Comrade Eghaghe concluded.
Also read: Lagos Assembly challenges Uber, Bolt, and others over driver commissions and deactivation policies