Bolt opens new driver engagement centre in South Africa amid increasing driver agitation

Leading on-demand mobility company in Africa, Bolt, has opened another driver engagement centre in South Africa. This was disclosed in a statement sent to Technext by the company. According to the statement, the centre, its second in the country, was opened in Thornton, Cape Town. The first is located in Johannesburg.

According to the company, this move comes after extensive feedback from drivers, highlighting that in-person support is a critical need. It said the Cape Town centre follows from the success of its Johannesburg centre and aims to provide drivers with face-to-face support to address their concerns and challenges. This, the ride-hailing company believes, will ensure the drivers feel valued and heard.

Speaking about the development, Bolt’s Senior Operations Manager, Simo Kalajdzic, said the centre restates the company’s commitment to investing in its operations to provide enhanced support for driver driver-partners and helping them thrive as they drive with Bolt.

“The new centre will also offer a range of training sessions designed to equip drivers with the skills and knowledge needed to excel while driving with Bolt. These sessions will cover customer service best practices, optimising earnings, safety protocols, and vehicle maintenance tips. By providing this comprehensive training, Bolt aims to ensure that drivers feel confident and supported and have the tools to enhance their overall performance and success on the platform, ultimately improving the passenger experience,” Kalajdzic said.

Bolt’s centre coming amid driver dissatisfaction across the country

This development is coming at a time when drivers across South Africa are experiencing torrid times and are taking to the streets to let out their frustrations. Last week, drivers in the Western Cape region of South Africa marched to their provincial legislature in protest against unfair practices by e-hailing companies like Uber and Bolt.

According to the Secretary of the Western Cape E-hailing Association (WCEA), Omar Parker who spoke to Technext, the march is to demand that the government regulate the industry to end a reign of subjugation and highhandedness meted on drivers by the app companies.

Some of the grievances recounted by the secretary include an overbearing commission which ranges from 24 to 43 per cent and poor pricing which deserves up to 20 per cent increase. Others are the removal of a three-year car age limit, and arbitrary deactivation of drivers accounts with Bolt alone alleged to have blocked more than 2,000 drivers in recent months.

Similarly, drivers in the KwaZulu-Natal region threatened to shut down their Uber and Bolt apps to protest various infractions by the app companies. According to the chairperson of KwaZulu-Natal e-hailing council, Sipho Mabika, the infractions by the app companies include a car age restriction, excessive commissions and promos, and safety concerns.

Bolt, however, says this new centre is part of its ongoing efforts to strengthen its relationship with drivers. The app company said the centre will offer improved driver support, issue resolution, and assistance to new driver partners in getting on the road more quickly. The centre will also serve as a Lost and Found centre where passengers can pick up items forgotten in vehicles during their rides.

The company also said its approach to driver engagement goes beyond physical centres as it regularly hosts engagement sessions called ‘Booster days’ in cities where these centres are not yet available. These sessions, the company said, address drivers’ concerns, remove any barriers they face as they drive and ensure they have the tools and knowledge to succeed on the platform.

“Drivers are essential to our business, and their success is our priority. We are continuously working to improve their experience and ensure they can maximise their earnings,” Senior Operations Manager, Simo Kalajdzic said.