The Edo State chapter of the Amalgamated Union of App-based Transporters of Nigeria (AUATON) has publicly criticized the ride-hailing platform Bolt for suspending hundreds of driver accounts based on unfounded allegations, without offering those drivers a chance to present their side of the story.
This concern was expressed in a statement by Comrade Russell Eghaghe, the union’s state chairman.
Comrade Eghaghe emphasized that these account suspensions appeared to be executed in bad faith, relying solely on passenger complaints without thorough investigations, prior notifications, or warnings to the drivers involved. While acknowledging the importance of maintaining safety and professionalism, he argued that such principles do not justify arbitrary and sweeping deactivations.
“I have observed numerous instances where drivers were abruptly suspended following passenger grievances, often without any opportunity to explain their perspective. Although I support Bolt’s dedication to safety and service excellence, disciplinary measures must be grounded in fairness and transparency,” the chairman stated.
He further highlighted that suspending drivers without first hearing their accounts not only damages their professional reputation but also threatens their main source of income. Many drivers rely heavily on Bolt for their livelihood, and sudden deactivations without due process can lead to severe financial and emotional strain.
One driver affected by this policy shared his experience with Technext, explaining that his account was blocked after a passenger reported him for declining an off-app payment request.
The driver recounted that the trip was proceeding smoothly until the passenger asked him to make an unscheduled stop, offering to pay outside the app.
“I declined and insisted that the passenger add the detour to the app so it would be properly charged. Instead of cooperating, he became hostile, questioning why I was the only driver in Benin refusing such requests when others complied. When I stood firm, he demanded to be taken directly to his original destination and ended the trip abruptly. He then began photographing my vehicle and license plate, threatening me. Although I reported the incident to Bolt and received an apology, they still deactivated my account after the passenger filed his complaint,” the driver explained.
Comrade Eghaghe warned that such unfair treatment sets a troubling precedent, potentially encouraging passengers to behave disrespectfully toward drivers, confident that any complaint they lodge will result in immediate punitive action against the driver, regardless of the facts.
The same driver revealed that even after his account was suspended, the passenger continued to call him with threats.
“He kept calling to intimidate me. I don’t understand why I’m being punished when I only asked him to follow the proper procedure. Am I not allowed to defend myself? I wasn’t rude; I simply insisted on doing things correctly. I’m confused why Bolt would block me despite my report and explanation. I just want to know what I did wrong,” he lamented.
Related: Bolt Nigeria deactivated 5,000 drivers in 2023, maintains driver score system despite AUATON’s objections
Bolt’s Approach to Driver Account Deactivation and Suggestions for Improvement
Deactivating driver accounts is a disciplinary measure commonly used by ride-hailing companies to address misconduct. Bolt, in particular, has gained a reputation for swiftly enforcing such actions.
In 2023, Bolt reported suspending 5,000 drivers. Lola Masha, the company’s Regional Manager for North and West Africa, clarified that this mass deactivation was not due to specific violations but rather part of a routine cleanup based on driver performance scores.
The driver score functions as a rating system primarily derived from passenger feedback.
The use of deactivation intensified as offline trips became more common, with Bolt targeting drivers accused of facilitating such rides, especially in southern states like Rivers and Cross River.
Many drivers have protested these suspensions, arguing that they are often arbitrary and lack concrete evidence of wrongdoing.
The problem escalated to the point where Lagos State drivers petitioned the state House of Assembly, urging lawmakers to regulate the arbitrary use of deactivation. This led to directives requiring ride-hailing companies to provide clear reasons for suspensions, ensuring drivers are not left uncertain about the causes.
The Assembly also called for greater accountability from these companies to prevent exploitation of drivers.
Comrade Eghaghe reiterated that since passenger complaints are not always accurate or impartial, Bolt must act as a neutral adjudicator and conduct thorough investigations before imposing penalties.
“It’s crucial to recognize that rider reports can sometimes be mistaken or biased. Misunderstandings and false accusations happen. Therefore, Bolt should implement a fair review process that considers both driver and passenger accounts before taking disciplinary action,” he advised.
The chairman urged Bolt to establish a transparent investigation protocol, ensuring drivers are contacted and given the chance to respond to allegations prior to any suspension.
He also recommended the creation of an appeals mechanism to allow drivers to contest unfair suspensions.
Additionally, he called for enhanced training of Bolt’s support staff to handle such cases with empathy, professionalism, and impartiality.
“By adopting these measures, Bolt can build stronger trust among drivers and riders alike, fostering a community rooted in fairness, responsibility, and mutual respect. Addressing these concerns will significantly enhance Bolt’s reputation and service quality,” Comrade Eghaghe concluded.
Also read: Lagos Assembly challenges Uber, Bolt, and others over driver commissions and account suspensions
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