Is the Convenience of Ride-Hailing Apps Becoming a Gamble in Kisumu?
Residents in Kisumu are increasingly raising the alarm over disturbing experiences with app-based taxi services such as Bolt, Uber, and Little Cab. While these apps promised affordability and convenience, many users now describe a system that's slowly becoming unreliable, unsafe, and frustratingly dishonest.
From unauthorized fare top-ups to deceptive drivers and safety risks, the community is asking: What happened to trust and accountability?
What's Going On: Fares on the App, But Demands on the Ground
It's becoming common for passengers to request a ride, see a price on the app, and then receive a direct message or verbal demand from the driver to pay more — or face cancellation.
"I ordered a Bolt ride from Mega Plaza to Mamboleo, the app said KSh 230. The driver called and asked me to add 100 or he cancels. I had no choice, I was in a rush."
These extra charges are often demanded after a ride is completed or sometimes even midway through a trip, putting pressure on vulnerable passengers.
A Brewing Safety Concern: When Drivers Take Advantage
Passengers are also reporting instances where drivers change routes, refuse to end trips, or make unapproved stops, especially when a passenger disagrees with a fare top-up. These are not just inconveniences—they're emerging as real safety concerns.
"A friend was asked to alight in a poorly lit street after refusing to pay extra. The driver just stopped and told her to get out," said Clare Akinyi, a local university student.
Some drivers go as far as turning off the app mid-trip, then asking for a different fare, making it difficult for customers to dispute the fare or lodge complaints.
Deceptive Practices Eroding Trust
Here are common deceptive behaviors passengers in Kisumu have reported:
- Calling to negotiate a higher price before accepting the ride
- Cancelling trips mid-route if the passenger refuses to top up
- Falsifying trip completion to get full payment and still request more
- Turning off the app's GPS to extend routes unnecessarily
- Using fake or borrowed driver accounts
For many users, especially women and solo travelers, these tactics turn what should be a routine trip into a stressful and potentially dangerous experience.
What Drivers Are Saying: Their Side of the Story
On the flip side, drivers argue that they're also victims—of rising fuel costs, high app commissions, and low base fares:
"These apps charge the passenger 250, then take 25% and expect me to fuel and survive on the rest?"
— Kisumu Bolt Driver, CBD
"We only ask for top-ups to make trips worth it. Some areas don't have return trips or have bad roads."
While some drivers are genuine, these justifications are also being exploited by dishonest individuals using the system as cover to manipulate clients.
What Ride-Hailing Apps Are Saying
Apps like Bolt and Uber insist:
- Passengers should not pay anything extra outside the app.
- Drivers who do this violate company policy.
- Users should report incidents via the app or customer support.
However, many locals feel that reports are rarely acted on, with the same drivers continuing to operate as usual.
Insecurity at the Core of the Issue
Kisumu residents are not just complaining about money—it's about increasing fear and anxiety.
"You're never sure who you're getting into a car with."
"If I argue with a driver about fare, what if they lock the doors or abandon me somewhere unsafe?"
As these stories mount, passengers are calling for:
- Better vetting and tracking of drivers
- Transparent fare calculations
- A localized customer support system
- Government or county regulation of ride-hailing platforms
What Can Be Done?
To rebuild trust, stakeholders must step up:
- Ride apps must implement strict enforcement on fare tampering and driver impersonation.
- Drivers must stop bypassing digital systems for personal gain.
- Passengers need more education on their rights and reporting channels.
- Local authorities should push for proper regulation of the digital transport economy.
Your Voice Matters: What's Your Experience?
We want to hear from you:
- Have you experienced cab drivers in Kisumu asking for more than the app fare?
- Have you ever felt unsafe during a ride?
- Should app companies raise fare rates to help drivers or enforce stricter penalties?
Share your story in the comments or tag us with your experience. Let's make rides in Kisumu safe and fair for everyone.
This article is part of Kisumu Kulture's mission to spotlight real, relevant issues affecting our city. Stay informed, stay engaged.