Uber is facing a challenging period in South Africa due to a series of negative publicity and criticism from various sectors of society. In response to these issues, Uber has spoken out in defense of its services and has highlighted some of the challenges it faces while operating in the country.
According to a report by Daily Investor, ten years after its launch in South Africa, Uber’s reputation has declined significantly. Clients have raised several complaints about the service, including:
- Use of dilapidated and unroadworthy vehicles.
- Unreliable service with drivers frequently cancelling trips, leaving passengers stranded.
- Drivers showing less conscientiousness and maintaining dirty interiors in vehicles.
- Drivers not using air conditioning, changing the radio station, or opening windows as requested.
- Drivers not adhering to road rules and taking longer routes to extend trips.
- Instances where drivers do not end the ride and continue traveling at the passenger’s expense.
- Difficulty in communicating with Uber support to resolve issues.
- Incidents of attacks and robberies during Uber rides, believed to be orchestrated.
Notably, even Uber drivers have expressed their discontent. In July, Uber drivers in South Africa threatened to cease operations to protest safety concerns and low pay. Their primary grievances included the low pricing of rides and the 25% service fee.
Kagiso Khaole, Uber’s General Manager for Sub-Saharan Africa, addressed these issues in an interview with Daily Investor. He emphasized that the safety of both drivers and riders is Uber’s top priority. Khaole highlighted safety features introduced by Uber, such as an in-app emergency button, Audio Recording, RideCheck, and Safety Check-up. He clarified that investigations into reported safety incidents showed that most incidents were caused by third-party individuals rather than Uber drivers.
Khaole also mentioned that Uber requires vehicles to undergo independent annual inspections to ensure quality and safety. He stated that vehicle age requirements have been extended from a minimum of 5 years to 8 years for all Uber products. As for ride cancellations, Khaole explained that some drivers prioritize longer trips for higher earnings, and traffic congestion also influences their decisions. Uber has increased fares for shorter trips to incentivize drivers.
In conclusion, Khaole expressed Uber’s commitment to finding solutions that benefit both drivers and passengers while maintaining the independent status of drivers on the platform. The article also invites readers to share their experiences with Uber and their thoughts on the company’s quality control in the comments section.
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