Uber's Rapid Decline in South Africa: Tackling Driver and Rider Problems

As Uber South Africa prepares to commemorate its 10th anniversary next month, it faces a stark contrast from its launch years in 2013. Once lauded for its superior service and exceptional professionalism, the ride-hailing giant is now fraught with driver and passenger dissatisfaction, frequent trip cancellations and a myriad of safety concerns, reflecting a substantial downfall.

Thato Ramaila, the chairperson of Soweto United E-hailing Association, pulled no punches in his criticisms. He accused Uber of not understanding the ground realities, thrusting drivers and passengers into risky situations, and failing to engage adequately with stakeholders. Ramaila highlighted how the ‘record and panic button’ offered little determent against criminal conduct.

The concerns extend beyond unhappy staff and onto the service quality. Scams have surfaced, with Uber drivers reportedly manipulating the app’s queuing system, leading to a deficiency of rides during off-peak hours at airports. The scheme involves tricking the app into believing they're near the pick-up points while they're actually not.

Acknowledging these challenges, Uber officials termed such actions as "unacceptable" and mentioned that they were in clear violation of community guidelines. The company confirmed its commitment to rectifying the problems, emphasizing its several in-place safeguards designed to identify and address fraudulent activities. A spokesperson revealed that the firm's investigations could lead to suitable outcomes, some of which may include "appropriate action".

Despite these challenging circumstances, Uber continues to reassure its clients of a commitment to safety. The company has launched an array of safety features such as the in-app emergency button, RideCheck, safety check-up, and audio recording. Rules for vehicle standards have been revised, and fares for shorter trips have been increased to entice drivers.