Bolt to restrict passengers with low ratings from getting rides

Bolt says it is taking steps to restrict passengers with consistently low ratings, introducing measures that could limit their access to rides on the platform.

The company disclosed this in response to enquiries following a recent survey on how drivers rate riders after trips.

According to Bolt, passengers who repeatedly receive poor ratings or violate platform rules may face warnings, temporary restrictions, or even account suspension, similar to existing penalties for drivers.

While low ratings have long affected drivers’ visibility and access to trips, many passengers are unaware that their behaviour is also monitored and scored after each ride.

Bolt noted that the platform operates a two-way rating system, allowing both drivers and riders to evaluate each other at the end of every trip.

Survey links low ratings to rudeness, payment disputes and safety concerns

The company’s survey, which gathered responses from over 1,800 drivers across Nigeria, shows that rider behaviour plays a major role in how passengers are rated.

About 76 per cent of drivers cited rudeness or verbal aggression as the top reason for giving low ratings. Payment disputes followed at 49 per cent, while safety concerns and incidents involving damage or mess in vehicles each accounted for 42 per cent.

Bolt explained that by default, riders receive a five-star rating after each trip, which drivers only adjust when there is a notable issue.

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The findings suggest that everyday conduct, rather than traffic delays or route disagreements, is the biggest factor influencing driver feedback.

Commenting on the results, Teddy Appa-Dankyi, Bolt’s Senior General Manager for West Africa, said many riders are unaware that drivers also rate them, despite the feature being a standard part of the app experience.

He added that respectful communication and basic courtesy during trips can significantly improve outcomes for both parties.

The initiative forms part of Bolt’s broader effort to improve trust and accountability within its ride-hailing ecosystem, as the company pushes for better behaviour standards across Nigerian cities.