Bolt has taken measures to deter the users of its taxi-hailing app from taking their trips offline and paying for their rides off the platform in a move aimed at enhancing security.

Riders on the Bolt platform will now be able to cancel a trip by selecting the 'driver asked to pay off-the-app' option under specific circumstances.

The feature enables the rider to act immediately a driver asks for payment outside the app, requests payment above the agreed fare, or encourages cancellation of a trip to go offline.

Bolt Country Manager Linda Ndungu says the cancellation option seeks to reduce offline trips and tackle instances where drivers insist on charging rates exceeding those on the app.

“At Bolt, we strongly discourage both drivers and riders from using the platform to exchange contact details or negotiate for offline trips. This goes against the safety and reliability we aim to uphold for our users,” said Linda.

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 Linda Ndungu. PHOTO/MAC OTANI

When a driver and a rider go offline, critical safety features including GPS tracking and SOS in the app are inactive, leaving users exposed without access to critical in-app safety tools.

“Remaining online ensures the effectiveness of these features and prioritizes the safety of our users. Mitigating actions are also in place for drivers continuously reported as soliciting offline trips,” she added.

The actions the Estonia-based company takes on drivers who are found to have violated the outlined company regulations include temporary bans and suspension of their accounts.

Bolt has urged both passengers and drivers to use the safety features in the app's Safety Toolkit to ensure their safety during active (in-app) trips.