This archive report was first published on 4 May 2021.
On May 3, 2021, Uber announced the removal of trip cancellation fees in Nairobi and Mombasa, a move aimed at maintaining affordability and reliability for users.
The cancellation fees were introduced to ensure drivers were fairly compensated for committing their time to a trip. However, a section of users had long protested the charges, arguing that it was impractical, particularly in cases where the driver was to blame for the trip cancellation.
According to Uber, the cancellation fees would be automatically charged to the user's next trip if the cancellation occurred after 2 minutes of the initial request. However, if the trip was cancelled within 2 minutes of the initial request, the user would not be charged a cancellation fee.
Drivers were also able to cancel a ride request if they had waited a certain amount of time at the pickup location.
Uber highlighted its focus on maintaining affordability and reliability in a statement, saying, 'At Uber, we are always monitoring rider experience, market dynamics and fare structures to ensure our app continues to be a reliable and affordable option for you. With this in mind, we have removed all trip cancellation fees.'
The move comes against the backdrop of drivers affiliated to hailing apps, including Uber and Bolt, demanding a review of fares and commissions taken by the app companies. The drivers had threatened to switch off and delete the apps if their demands were not met.
