Bolt

@AntonioWallahi Yes, Antonio. We take reports like this very seriously and will look into it. Please ask the affected rider to report the trip in the app if they haven't already, or share the trip details with us via DM so we can investigate thoroughly and take appropriate action.

@boltapp Will you handle this matter?

Hi @boltapp My friend requested a bolt from Lavington to Juja this morning. 6 am. First thing driver said once she boarded — let’s go offline. She naively cooperated. When they got just past KU the guy says he can’t go any further with the KES 1,500 bolt had charged. He demands for KES 1,600 and for the lady to alight. Mind you she doesn’t even know where she is. The lady protests but he starts being violent. She then sends the 1,500 (full fare to Juja) but he refuses to open the door. He wants her to add the 100 bob even though her stop is still 30 mins away. Lady calls me in distress. I hear him say in the background “nitakupiga kofi msichana”. I raise my voice. He panics. He lets her out. She has to book another bolt to her destination - 30 mins away. Fellow Kenyans, yes times are tough. Fuel has gone up. But do we have to tip BY FORCE? I think we can reach an agreement without intimidating customers. Especially helpless ladies. Apparently, has been doing this for the past 2 years and is still in operation as seen from his comments to @NanjieGalgalo Even the number he uses is Airtel and doesn’t allow calls to go through. A proper scum of the earth. Vehicle KDJ 729U NAME : BONFACE NTABO PHONE : 0707861195 / 0733648737 Handle @NtaboB

@AntonioWallahi Please advise your friend to ensure this incident is reported through the app if it hasn’t been already, as this allows our team to investigate thoroughly and take appropriate action. She can also share the trip details with us via DM so we can follow up and address this matter.

@AntonioWallahi Hi Antonio, this is very concerning to hear, as this kind of behaviour is completely unacceptable and not tolerated on our platform. Drivers are not allowed to request offline trips, demand extra payments, or intimidate riders in any way.

@Invincibleshado Hello, thank you for reaching out. We understand how frustrating it can be to wait for the review process to be completed. Please check your in-app messages; our support team has responded to your case with further details.

@boltapp You guys are wicked

@boltapp can't go to work because of category....i cant get requests

@LunguZinzisa However, repeated cancellations like the ones you described are not acceptable and do not reflect the experience we aim to provide.

@boltapp Morning. I don't know why bolt trips this morning cancelled after waiting for them for +-8 minutes with no explanation whatsoever. Started requesting at 04:39 and only got home past 5 because some drivers cancelled and yet I was waiting. And i stay 5 minutes from request

@LunguZinzisa Trip cancellations can sometimes happen due to driver-related factors such as connectivity issues, changes in availability, or the driver being unable to reach the pickup location.

@LunguZinzisa Hello Zinzi, we are sorry to hear about your experience this morning. Waiting for a driver, especially for several minutes, only to have the trip cancelled without any explanation.

@yv8forlife Hello, we are concerned to hear about this. We have confirmed that you had already raised the issue via direct messages and it is being addressed. Kindly follow conversation from there for further information about your issue.

@kinyanjuiWorks We really appreciate you taking the time to share your feedback. The option to call the driver directly through the app is still available. If you’re unable to see it, we recommend updating your Bolt app to the latest version, as this usually restores any missing features.

@boltapp Nasema calls za driver uki-order there was an option of calling the driver through the app sikuizi haiko

@boltapp mbona mlitoa call through the app?🤔🤔...

@TheAIObserverX Thank you for sharing more details. We understand how upsetting this situation must be and want to look into it further. Please reach out to us via DM and share the email address and phone number linked to your Bolt account so we can review the situation and assist you further.

@boltapp It has happened twice already. A driver confirmed the ride when he was stuck in a traffic jam. I was taking my aunt to a clinic and asked the driver how long the wait time was. He said he was stuck in traffic, and when I canceled the ride, my card was charged. Get serious!

@boltapp you guys are scammers! You first tell us the taxi is arriving in two minutes and later send us the option that requires waiting for 8 minutes! And you charge the card! It would be way better if you let us approve whether we want to take that ride or not.

@IsraelLutete Hello Israel, thank you for bringing this to our attention. We have responded to your DM with further assistance. Please respond to our inquiry for further assistance.

@boltapp respond

@boltapp why is my app still showing rides from lat year???? Now I can't report an incident that happened recently or even see the driver's details

@CKasyul Thank you for your response. We have responded to you via DM.

@boltapp Kindly work on this Asap.

@boltapp @abuyamasta is the rudeness and abusive language part of your driver's CV? Because no action or follow up has been taken after I reported your driver.

@michelle_mungai Thank you for sharing the details. Please check your DM, as we have responded with further guidance.

@boltapp Let's use this account kindly. I've DM'd you the requested details.

Hello @boltapp, kindly assist in retrieving my receipt for 1st September 2025

@CKasyul Kindly contact us via DM and share the email address and phone number linked to your Bolt account so we can investigate and take the necessary steps.

@michelle_mungai This will help keep the conversation in one place for more effective assistance.

@psuedo11933746 Hello, thank you for reaching out. We understand you need help retrieving the receipt. Please share the email address and phone number associated with your Bolt account via DM so we can review and offer further assistance.

@boltapp Hello, I am trying to retrieve a receipt for 1st September 2025, but the app is failing to produce it. Assist kindly