Bolt confirms to cover discounts offered to passengers
Dar es Salaam. Ride-hailing company Bolt has confirmed to cover discounts offered to passengers amid concerns that the concessions negatively impact driver earnings.
“When a passenger receives a discounted fare, Bolt automatically reimburses the driver for the difference. This reimbursement is reflected in the driver’s earnings immediately, ensuring that no financial loss is incurred,” said Bolt Kenya and Tanzania general manager Dimmy Kanyankole.
“We have designed this process with transparency in mind, allowing drivers to track their earnings effortlessly through the Bolt driver app,” he said in a statement issued today Thursday February 27, 2025.
He added that despite the measures, there have been persistent claims that Bolt discounts reduce driver earnings.
“Drivers continue to receive the full fare before Bolt deducts its standard commission. Unfortunately, misinformation has led to unnecessary tensions between drivers and passengers, occasionally causing disputes during trips,” added Mr Kanyankole.
To improve understanding, Bolt has enhanced its communication efforts with both drivers and passengers. The company regularly updates drivers via in-app notifications, provides detailed earnings breakdowns within the app, and sends educational materials through SMS, emails, and app notifications.
Passengers are encouraged to pay the fare displayed on the app, meaning there is no need to negotiate or pay more than what is displayed. Passengers who experience undue pressure from drivers regarding discount disputes are encouraged to report such cases through the Bolt app. These reports enable Bolt to take necessary corrective actions, including additional driver education or, in cases of repeated misconduct, account suspension.
Commission from discount trips is calculated based on the full ride fare before the discount is applied, guaranteeing that drivers do not lose any income, the company said in a statement.
Additionally, all discount reimbursements are processed instantly and reflected in the driver’s daily earnings, providing a clear and transparent earnings breakdown within the Bolt app.
