Blocked drivers now hire accounts to work: Drivers urge Bolt to review performance rating

E-hailing drivers in Port Harcourt are urging the ride-hailing company, Bolt, to review its driver performance policies, pointing out that they are mostly algorithm-based and do not reflect the realities of drivers on the road.

In a statement seen by Technext, the drivers said Bolt’s metrics for determining driver score, acceptance rate and general ratings have become a major source of frustration for many drivers.

Read also: Bolt to work with drivers on fare pricing, to offer vehicle maintenance support

The drivers said the metrics are also raising serious questions about fairness and driver independence, noting that the algorithm tends to punish drivers for declining requests which they could not fulfil for various valid reasons.

“A driver should have the freedom to decide which trip to accept or decline. Not every trip makes business sense, not every pickup location is accessible, and not every request is suitable or safe. Imagine facing the threat of suspension simply because you cannot access the exact location where a passenger wants to be picked up. What happens when the GPS directs you to an inaccessible road, a restricted compound or a location where stopping is impossible? Should a driver be punished for circumstances beyond their control?” the statement reads.

The drivers noted that the algorithm-driven account deactivation has forced deactivated drivers to adopt extreme measures like hiring other drivers’ accounts, in order to keep working and earning an income to take care of their families.

“Some drivers feel compelled to hire accounts just to navigate the system and continue earning. There are also allegations of Bolt accounts being distributed through backdoor channels by individuals within the system. If these allegations are true, they raise serious questions about transparency, accountability and equal opportunities for drivers,” the drivers said.

The drivers further accused Bolt of turning drivers into machines, as they now work to satisfy an algorithm rather than the passengers. As such, the company should be asking itself whether its current policies are actually improving customer experience or creating an unhealthy working environment that ultimately affects everyone.

Bolt drivers demand change to performance policy

The drivers demanded that Bolt implement some changes that would take into account the human side of things. First, they demanded the freedom to accept or decline trips without unfair penalties. They also demanded that performance ratings reflect genuine service quality, not circumstances beyond a driver’s control.

The drivers also demanded that passenger complaints and driver disputes be investigated fairly. As such, no driver should be deactivated and lose their means of livelihood without a transparent investigation and an opportunity to respond. Furthermore, drivers should not be punished for inaccessible, unsafe or inaccurately mapped pickup points.

Finally, the drivers demanded that Bolt address allegations of irregular account allocation and ensure equal treatment.

“A driver is an independent business partner not a robot programmed to accept every request. You cannot demand excellent customer service while creating an environment where drivers are constantly afraid of losing their accounts,” the drivers said.

The drivers finally concluded that beyond controlling performance through scores, Bolt should start investing in better working conditions, fair policies and meaningful engagement with drivers.