NAIROBI, Kenya- Nairobi’s ride-hailing scene is currently embroiled in controversy as cab customers face demands for fares 1.5 times higher than those calculated by the apps.
The uproar follows a notice from a union of Nairobi Online Drivers, stating that customers would no longer be charged based on platform-listed rates
Earlier this month, drivers associated with Uber, Bolt, Faras, and Little initiated a week-long strike, claiming that current rates were exploitative.
Although not entirely successful, with some drivers opting to capitalize on the reduced competition and higher surge prices, the strike set the stage for new fare demands.
The union’s statement was clear: “Due to high economic standards, we will not operate under the rates of Uber, Faras, and Bolt. Our new estimated prices shall be determined by multiplying 1.5 on top of the original prices of the apps into different locations.”
This move has sparked widespread complaints from customers, many of whom were caught off guard by the additional charges.
Many customers have taken to social media to express their frustration. Unexpected fare hikes and the rejection of card payments are common grievances.
One user on X (formerly Twitter) lamented, “If they don’t like working with app companies, then ship out and leave a few who are comfortable working with mobile taxi companies.”
Another customer pointed out the broader economic context: “Even though we empathize with Uber drivers, everyone is going through economic hardship. It doesn’t make sense to use the app to get customers but then impose their own pricing system.”
This situation has led to a surge in one-star reviews on the ride-hailing apps, with some users pledging to abandon the platforms altogether.
Uber responded, noting that such actions violate the platform’s rules and hinting at possible deregistrations if the practice continues .
While many are frustrated, some customers sympathize with the drivers. They argue that the rates set by ride-hailing companies are unsustainable for drivers. One supportive customer stated, “Ask your Uber driver about their working conditions and industry regulation. There’s a lot that’s brought them to this moment.”
However, others believe it is unfair for customers to bear the brunt of conflicts between drivers and platform management.
They view the additional charges as a violation of customer service standards, creating further tension and confrontations between drivers and riders.
Ride-hailing companies are adamant that additional fare demands violate their policies. An Uber spokesperson emphasized, “Requesting additional payment over and above what is displayed on the app goes against our Community Guidelines.”
Little’s CEO, Kamal Budhabhatti, reiterated their commitment to fair compensation and a well-set pricing structure: “Our drivers are compensated fairly, ensuring that our riders are not affected. It’s a Kenyan app designed for Kenyan drivers and riders.”
The standoff between Nairobi’s ride-hailing drivers and customers underscores a significant challenge in the gig economy—balancing fair compensation for drivers with reasonable costs for customers.
As the dispute continues, the future of ride-hailing services in Nairobi hangs in the balance, with potential changes on the horizon to address the growing concerns of both drivers and riders.
