Kenyan ride-hailing drivers are poised to protest again on Wednesday after a previous strike from July 15th to 19th failed to achieve the desired outcomes.
The drivers, represented by organizations such as the Organisation of Online Drivers Kenya (OOD) and the Ridehail Transport Association, are demanding a say in pricing decisions, enhanced security measures, and a revised deactivation system for drivers following security incidents.
Drivers argue that the current pricing model disproportionately favors ride-hailing companies at their expense. They say that platforms take an 18% commission, with an additional 16% VAT levied by the government on that commission, significantly reducing their profit margins.
Among the drivers’ demands is a 24-hour customer service hotline, citing slow response times when reporting security issues through 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,” stated Dennis Nyariki, OOD’s deputy chairman.
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OOD has also criticized the apps for what they perceive as unfair deactivation of driver accounts based on customer complaints, even when the issue might be the passenger’s fault.
“Sometimes, when a customer is at fault and reports a trip through these apps, their account may be deactivated while an investigation is conducted,” said one 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 a list of 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.”
In addition to their demands, OOD called for Uber, Bolt, and Faras to temporarily suspend operations to address the current issues. This request has been criticized, with an executive who conducts background checks for Bolt drivers describing it as “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 expert suggested that this move could spell trouble for drivers, noting, “Before Uber, people rarely used taxis due to the high costs.”
Both Uber and Bolt acknowledged the drivers’ concerns and the recent strike. Uber stated on Monday last week that it was “closely monitoring the situation and making every effort to minimize disruptions for users.”
