The era ride -hailing apps that is SafeBoda, Taxify and Uber have revolutionized transport means around the city especially for smartphone users.
Customers have not only opted to use these services compared to traditional means because of they are more cost-effective, but also because of the safety surrounding the whole system. Drivers on these platforms undergo a screening process, that is, they are required to present at least national ID, an Interpol letter and driving permit before being added to the platforms. It is perhaps for this reason that most people have trusted the riders on e-hailing apps compared to boarding any means on the move.
Furthermore, the apps keep records of one’s trip history capturing vital details such as pick up and destination locations, prices and name of driver and which type of ride they were transported with. These are later on used in cases where clients have to report any complaints such as lost items, poor driver conduct among other cases.
Our site recently wrote an article concerning the safety of Taxify app whose drivers had recently taken part in a strike after their apps were blocked by the company as some tried to take advantage of the system to earn bonuses.
Must Read: Is the Taxify App Really Safe?
However, some drivers have stubbornly found other ways of earning money by taking advantage of naive customers. Some drivers at the end of a trip present customers with a screenshot (of an old trip) displaying an inflated fare different from the actual cost of a trip therefore the customer ends up paying higher than the have actual transport fare. For instance, if your trip estimate was around “UGX 5000”, at the end of a trip the driver will present a screenshot with a fare such like “UGX 9,000” which you will be required to pay.
I almost fell victim of this scam last Saturday as I took a Taxify cab late in the night at around 3:50 AM. While on the ride (Premio), I took the right-back seat that is directly behind the driver. Halfway the trip I observed the driver constantly kept checking on his phone. Through a reflection produced on the right-window glass of a car, I could clearly see the image which indicating a trip fare of “UGX 9,000” with a black and green background.
At that time, I kept on wondering whether the driver had prematurely ended the trip even so the price that was being indicated on the image was “UGX 9,000” was almost twice the upper estimate of “UGX 5,000” the app indicated me before I ordered for the ride.
I decided to wait till the end of the trip with a benefit of doubt that the driver was only looking through his images for personal reasons.
Upon reaching the destination, the driver boldly presented his phone that indicated a trip fare of “UGX 9,000” similar to what I had earlier seen through the reflection. The screenshot too did not show the “Do not collect any money” (usually in red) message on his phone. This is shown on driver’s phones after transporting Taxify clients who use the card mode of payment.
In addition to this, the Taxify bill email showing the trip fare breakdown that is sent at end of every client’s trip did not pop up on my phone and neither did the “Ride has finished” notification from my Taxify app.
This was a clear indicator that not only was I being shown the wrong trip fare cost but also the I had taken trip had not been finished by the driver. Upon confrontation, the driver ended the trip whose cost was “UGX 5000” which was to be deducted from my card.
Similar cases.
A similar incident happened to one of my colleagues in Kenya as seen in the Facebook post below and the driver went ahead to attempt to kidnap the clients.
As read from this screenshot, I also had the same experience when it came to boarding my means. The ride that actually picked me up had a different license number plate from the one displayed on the app.
A couple of fellow students have also told me of how they have fallen victim of this trick where they pay UGX 2,000 more that the correct fare.
I managed to pose a complaint after the trip through the app and Taxify managed to respond to this with willingness to refund any extra fare I had incurred.
According to Julian Byamugisha – Country Manager Taxify Uganda, “This is the first complaint of this nature they have received, thank you
bringing this to our attention”.
She further added that at the end of every trip, the passenger/rider is able to
confirm the fare directly from the app. Additionally, a receipt is
immediately sent on the email to validate how the trip was charged. In cases
where the ride is in doubt or dissatisfied with the charges, they can leave
a comment in the in-app or send us an email.
When it comes to Uber, Aaron Tindisenga the Team leader told this site how their clients too receive both an email and a copy of fare in the app which they can use to verify the trip fares and in cases of fraud they can report through the “Help” feature on the app through which a refund can be processed. He further adds that a driver reported twice on such grounds is punished by deletion of their profile from Uber.
SafeBoda on the other hand says “We have not had such a case. SafeBodas end the trip in the customer’s presence for you to see how much cash to pay” – Damalie Wasukira.
The ultimate guide to becoming a pro Uber rider! Here are the features to try out
Way forward
Whereas the number of smartphone users and apps has increased in the country, the ride-hailing apps have not taken off time to sensitize their customers on how to utilize all features of their apps come with.
For example, few customers know that an email indicating the trip fare breakdown is sent immediately at the end of a trip to the email address one signed up with at the time of joining the app. From this, clients could avoid being conned by drivers into paying for inflated fares shown on screenshots. Should also be encouraged pay more attention at the end of their trips as drivers swipe the end trip button which initiates trip fare calculation.
Customers could also adopt using cashless methods of payment that is using debit/credit cards, using credit (for SafeBoda). This mode of payment ensures that the exact cost of your trip is deducted from your card or credit therefore doing away with the need to pay drivers cash from which them can charger you beyond the extra cost.
When all is said and done these apps (Taxify, Uber and SafeBoda) should put their partners/drivers in line and ensure they do not cheat customers.
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