A driver operating on the Bolt platform reportedly has his account blocked for demanding a fare increase. This comes amid a recent hike in fuel prices occasioned by the US/Iran conflict.
According to a recording, the driver, who identified himself as Daniel, called the Bolt support team demanding to know why the company hasn’t increased its fare, but rather than a positive response, he reportedly got a ban.
This is as reported by the founding secretary of the Amalgamated Union of App-based Transporters of Nigeria (AUATON), Comrade Ibrahim Ayoade:
“After a recent call to Bolt customer support, the driver was promptly blocked. Bolt’s position was clear: They are unwilling to raise fares and appear indifferent to drivers operating at a loss. This leaves drivers with a difficult choice—continue driving unprofitably or exit the platform entirely,” he said.
The incident began after the Bolt driver, Daniel, contacted Bolt’s support agent demanding to know why fares on the app haven’t risen to reflect the hike in fuel prices.
“I feel like you guys are not aware of the fuel increment in the country right now. The prices on the app have been the same way right from when fuel was sold for 800 and something naira. And just this evening, I bought fuel for 1,400 naira. You can understand the margin between these two prices. How does it make sense that someone does a trip at the same price as now when fuel costs 1,400 naira? How am I supposed to continue the business? Are you guys indirectly saying you don’t want people to do the business anymore?” he demanded.
The agent replied that Bolt was aware of the fuel situation and that when they review their prices, drivers will be informed.
But the driver didn’t settle on the response. He then questioned the sense in continuing to buy fuel at exorbitant prices and being unable to make a profit after toiling from morning till midnight on the Bolt platform.
“Pending a review of the pricing, should drivers continue to work for Bolt and make a loss continuously? Whenever I go to get fuel, should I tell them that Bolt is still reviewing their prices, so they should sell fuel to me for 800 and something naira?” he asked.
The support agent replied that Bolt connects drivers and riders by using prices that are favourable to both drivers and riders. He reiterated that whenever there is a review, the drivers will be informed.
That response ticked off the driver, who went on to explain that he bought 40,000 naira worth of fuel on Monday and wasn’t able to make the money back before he ran out of fuel. He noted that it was the same story for Tuesday and Wednesday, as he was taking money out of his savings to buy fuel.
Yet, the straw that broke the camel’s back was on the same day he made the call. He bought 45,000 naira worth of fuel and, at the time of making the call, had only made 20,000 naira.
“I just shed tears because this is supposed to be a business and not a charity organisation for me to bear the consequences of the situation of the country. It is not my fault that fuel is the way it is. And if I tell riders to pay me a certain amount different from the amount on the app, you guys would not even hesitate to block my account once that report reaches you guys because it is against the policy. It is really heartbreaking,” he lamented.
He also questioned Bolt’s partnership with drivers, stating that riders only pay the amount they see on the app. Consequently, it was up to the company to increase their fares, as is expected by both drivers and riders alike.
“I am paying Bolt more than 20 per cent for every single ride I do. You guys are making your profit, riders are getting the service they paid for, so why can’t I make a profit as a driver working with you guys? This is heartbreaking,” he finished.
In response, Bolt has denied claims that it blocked the driver following his complaint. While acknowledging the interaction, a spokesperson told Technext that the driver is currently active but has refused to work.
“While the customer support agent acknowledged his concerns, his account remained active. He got 8 orders today but completed none. The driver is not currently blocked, and he has a very poor completion rate,” the company spokesperson said.
