Femme StaffTaxi-hailing apps have undeniably transformed our lives, enhancing both logistics and productivity. We have embraced these apps and integrated them into our daily lives so seamlessly that looking back, it’s hard to recall how traditional taxis used to operate. The convenience of this technology is unmatched, making daily commutes easier. It also saves us time by reducing waiting times and offering a seamless transportation experience right from our phones.
Like any hugely popular service though, challenges related to safety can arise from human behavior, making it crucial for taxi-hailing apps to implement innovative measures to protect both drivers and riders. One of the most standout names in transforming urban mobility is Bolt, known for its range of services, efficiency, and affordability. While the platform has faced challenges in the past, it has since emerged as a leader in safety for both drivers and passengers, by taking deliberate measures designed to enhance safety and security.
Let’s take a closer look at some of the measures that Bolt has put in place towards safety.
In November last year, Bolt revealed a Ksh.14 billion budget allocation over the next three years to enhance safety on the platform. These funds will support various initiatives, including increasing awareness of safety and implementing preventive measures to address potential risks before they arise.
Bolt has made significant investments in personnel, assembling a team of over 500 experts and specialists. This dedicated team, consisting of trained product developers and operational professionals, is tasked with addressing the complex challenges within the ride-hailing industry.
Trip Verification Codes
The point and manner in which drivers and passengers meet is the base of safety and it is good to see Bold addressing this. Among the notable upcoming trip verification features are unique four-digit pickup codes, that are meant to ensure accurate driver-passenger matching, plus trip count tracking. Additionally, Bolt plans to further expand its Rider Verification solution.
“As part of the commitment, new trip verification features will join Bolt’s suite of safety tools in the coming months to help address the critical role of mutual trust between driver partners and riders in the safety of the platform, including trip count and unique four-digit trip pick-up codes to help match riders and driver partners. Bolt will also continue to scale its Rider Verification solution”.
In-App Emergency Assist Button
Bolt also has an emergency assist button, for when a driver or passenger feels they are in distress and need help. The provision for real-time reporting of issues like security threats and other emergencies helps users feel safe, making Bolt a safer ride-hailing experience. In some regions, this feature is integrated with law enforcement so that there is faster intervention in times of need.
Location Sharing
When taking a ride, especially at night, it is very reassuring to be able to share location with friends and family, so that they know where you are at any given time. Bolt allows both drivers and passengers to share their live location and this also comes in especially handy when taking unfamiliar routes, or when one is riding solo.
By simply tapping the ‘Share My Ride’ option on the app, users can send a live tracking link via SMS or messaging apps.
Customer Support
No safety measures are fully effective without strong customer support. Bolt offers 24/7 assistance, with a trained team ready to address concerns and provide practical solutions. Customer support can quickly handle issues such as safety concerns, lost items, app glitches, and disputes between drivers and passengers. Additionally, users can report vehicle breakdowns, unruly riders, and payment issues, preventing problems from escalating and ensuring that all users feel safe.
Rider Management
Safety goes both ways, and Bolt has some safety features dedicated to drivers, like the rider management policy that includes rider verification, user behaviour monitoring, and trip history. Passengers with a history of repeat inappropriate behaviour can easily be flagged, investigated and even banned from the platform in extreme cases. This feature is backed by data so there is really no danger of victimization.
Drivers are also enabled to rate passengers, and if a passenger has too many negative ratings, then they may face restrictions. This feature ensures a safer work environment for drivers while improving ride quality for passengers, and an overall pleasant experience for everyone.
Trusted Contacts
Another interesting feature coming from Bolt is Trusted Contacts, a provision in which passengers and drivers can include a list of names and phone numbers of friends and relatives in their accounts. This way, if the Bolt Safety Team cannot reach the account holder, they can get in touch with the trusted contacts instead.
These are just a few of the many features Bolt has implemented or is working on to enhance safety and improve user experience. In the next article of this series, we will explore more of these initiatives and speak with drivers to gain firsthand insights into how these safety measures are working for them.
