Ride-hailing giant Uber is taking steps to clamp down on taxi operators on its platform who have been conducting trips offline.
In a survey sent out to customers on Thursday, the company also requested information on drivers who have charged customers more than the fare displayed on the app.
“Let us know if your driver requests an offline trip or charges you more than expected using the link here,” read a text message sent to Uber users, along with a link to the online questionnaire.
“Use this form to report that the driver on your recent trip either requested for you to take a trip off the Uber app, refused to take your trip because it was a card trip or if the driver asked for more than the fare displayed on the app,” read the questionnaire.
To assist with this, Uber has invited customers to upload the driver’s name and phone number in the event of such instances.
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This move comes just two months after the company announced that requests for airport pickups alone on the app in Kenya had risen by 51.93% compared to the previous year, as the country’s tourism industry recovers from the impact of the COVID-19 pandemic.
According to Uber’s Head of East Africa, Imran Manji, data shows that Nairobi’s Jomo Kenyatta International Airport and Moi International Airport in Mombasa are among the top destinations visited by Uber customers.
He also stated that a significant portion of these riders are national and international visitors, and Uber is seeing steadily growing popularity as a preferred mode of transportation for tourists visiting cities. So, the company is taking all the necessary steps to provide a better service for their customers.