This archive report was first published on 14 October 2019.
SWVL's Decline: A Customer's Frustrations ¶
Published on October 14, 2019
As a long-time user of SWVL, I've witnessed the service's growth from just two routes to over 70. However, with this expansion, many problems have arisen, and I'm left wondering what happened to the promise of premium rides.
When I first signed up for SWVL, I was drawn to the promise of safe, comfortable, and premium rides. However, over the past 7 months, I've experienced numerous issues with the app, bus delays, and driver behavior.
The App ¶
The app has become increasingly buggy, forcing me to sign in every day, taking forever to load, refusing to book trips, or apply promo codes. These issues are unacceptable, especially after 7 months of operation.
Some of the major complaints I have with the app include:
- The app refuses to open, leaving me stuck on the SWVL logo for an extended period.
- The app refuses to book trips, making it impossible for me to plan my day.
- The app refuses to apply promo codes, which I've used in the past.
- The app doesn't show me the number plate of the bus/coach/mini-van I've booked.
- The app doesn't notify me when the bus is arriving or has arrived.
- The app doesn't show me where the bus is when I'm waiting at the stage, and it has delayed.
Bus Delays ¶
While I understand that bus delays are a common issue in Nairobi, I believe that SWVL can do more to address this problem. A simple notification that the bus will be delayed by 5 or 10 minutes would go a long way in managing expectations.
Unfortunately, evening commutes are often plagued by delays, leaving me standing at the stage for over 40 minutes. This is unacceptable, especially when I'm trying to use a premium service.
The Captains/Drivers ¶
When SWVL first launched, the drivers were excellent, calling passengers to confirm their arrival. However, nowadays, I've encountered drivers who are careless and inattentive.
Some of the issues I've experienced with the drivers include:
- Drivers leaving without waiting for passengers, even when they're just a few meters away.
- Drivers wasting time when the trip is beginning, ignoring the time and waiting for no one in particular.
- Drivers failing to notify passengers when the bus has arrived, leaving me to wonder where I am.
- Drivers stopping in the middle of the road to click on their app, leaving passengers stranded.
The Buses ¶
While I love the Coaster Buses, the 14-seaters that have been introduced are uncomfortable and lack the premium feel that SWVL promised.
As a customer, I believe that SWVL should prioritize quality and assurance, even as they expand their services. Here are some suggestions I have for SWVL:
- Work on the app to make it more reliable and user-friendly.
- Plan rides better to minimize delays and ensure that passengers are notified when the bus will be late.
- Train drivers to be more attentive and customer-focused.
- Check the buses and mini-vans before they're put into service to ensure that they meet the premium standards that SWVL promises.
