Kenyan ride-hailing drivers may stage another protest on Wednesday following a strike from July 15th to 19th that failed to yield the desired outcomes. Represented by associations such as the Organisation of Online Drivers Kenya (OOD) and Ridehail Transport Association, the drivers are calling for a say in pricing decisions, enhanced security features, and a revised system for deactivating drivers following security reports.
The drivers argue that the current pricing model disproportionately benefits the ride-hailing companies at their expense. With platforms taking an 18% commission and the government imposing an additional 16% VAT on that commission, the drivers claim their profit margins are significantly eroded.
Additionally, the drivers demand a 24-hour customer care line, citing slow response times to security issues reported via the app. “The SOS button on the app does not always work as advertised. We also do not like cases where security issues are reported via support chat. We want to speak to a real person on the phone,” said OOD deputy chairman Dennis Nyariki.
OOD has criticized the apps for what they deem as unfair deactivation of driver accounts based on customer complaints, even when the fault lies with the passenger. “Sometimes, when a customer is at fault and reports a trip through these apps, their account may be deactivated while an investigation is conducted,” explained a Bolt driver who requested anonymity. “Since some of our vehicles have been bought with loans, such deactivations put us at risk of defaulting on our monthly payments.”
Last week, OOD, led by deputy chairman Dennis Nyariki, submitted their demands to all Kenyan ride-hailing companies but has yet to receive a formal response. “They haven’t responded formally, and our demands have not been met. We will most likely proceed with demonstrations from Wednesday until they bow to our demands,” Nyariki told TechCabal.
Uber informed TechCabal that it received the demands last week and is “following the due process, which includes relevant consultations to review the matters raised.”
OOD has also demanded that Uber, Bolt, and Faras temporarily suspend their operations to address the current concerns. This demand has been criticized, with an executive who conducts background checks for Bolt drivers calling it “outrageous.” The executive argued that drivers are free to choose which platform to use and that these platforms have made taxi services more affordable for riders.
Another industry expert suggested that such a move could be detrimental to drivers. “Before Uber, people rarely used taxis due to the high costs,” the expert noted.
Both Uber and Bolt acknowledged the drivers’ concerns and last week’s strike. Uber stated it was “closely monitoring the situation and making every effort to minimize disruptions for users.”
As tensions rise, the ride-hailing sector in Kenya faces mounting pressure to address the grievances of its drivers while maintaining service continuity for its users.