November 03, 2020
At Bolt, nothing is more important than the safety and wellbeing of our riders and drivers. That point seems even more relevant in light of the coronavirus (COVID-19) pandemic. Our services are running as usual, but we are monitoring the spread of the virus and taking extra safety measures where necessary.
Bolt ride-hailing services are functioning as normal. We’re also ready to work with local health authorities, should the situation require it.
To date, we’ve launched Protect/Isolated ride-types in over 15 cities across the globe. All Bolt Protect/Bolt Isolated cars have a protective plastic sheet installed between the front and rear seats to limit airflow around the car. Drivers have also been asked to ventilate their cars by keeping the back windows open throughout the day.
We encourage all of our passengers to choose the Protect ride-type, where possible. Where this option isn’t available right now, we ask people to take the back seat, choose an in-app payment method and sanitise their hands immediately before and after riding.
We encourage all of our passengers to adhere to the COVID-19 regulations by wearing a mask while on a trip
Bolt Food users are given the option to have their food delivered contactlessly. When ordering, they simply need to explain where they would like the order to be left and their courier will do so.
When collecting orders from restaurants, couriers do so contactlessly maintaining safe distance from restaurant staff at all times.
Where possible, we also actively promote in-app payments to Bolt Food users.
We have also prepared communications for our Drivers and Couriers detailing the steps that they can take to prevent the spread. As they potentially come into contact with many people throughout the day, we included information on how to contact their local health authority.
We also used it as an opportunity to remind them of the latest practical tips from the World Health Organization (WHO), such as:
This is good advice for all of us, so please ensure you’re doing all you can to prevent the spread.
In addition to this advice, we have been handing out hand-sanitiser to our Drivers.
If you’re a passenger, we recommend you to opt for the in-app payment. Card payments help to reduce the risk of spreading the virus.
All Bolt employees are welcome to work from home, if their work allows them to do so.
We will continue to monitor the latest advice from national governments, as well as the World Health Organization to ensure that both our users and internal employees are kept as safe as possible.
Please check the more specific Q&As below for more detailed information. If you still have questions, please don’t hesitate to reach out to our Customer Support team.
What if I believe my driver is ill? Can I ask them to stop the ride?
If you think that being in the car with your driver may be harmful to your health, you always have the right to politely explain the situation to them and end the trip.
What if my passenger appears to be ill? Can I stop the ride and ask them to leave the car?
If you suspect that being in the car with your passenger may be harmful to your health, you always have the right to politely explain the situation to them and end the trip.
Will Bolt provide any precautionary measures (hand sanitiser, face masks) to drivers?
In several countries, we’re making hand sanitiser available to our drivers.
Is Bolt offering sick pay or any kind of compensation for drivers affected by coronavirus?
We understand that some drivers may be unable to drive for a certain period of time. However, Bolt drivers are independent service providers who use our platform. Therefore, we cannot offer provisions for drivers who have to take time off.
Are Bolt Food applying any special safety measures to restaurants?
All restaurants on our platform are following national health guidelines.
What is Bolt Food doing to support local restaurants?
To help restaurants increase the number of orders they receive, we’re offering discounts on the whole menu from selected restaurants.
We’re also subsidising city-wide free delivery in a number of markets, specifically where COVID-19 is having the greatest impact. This offer is designed to support our restaurant partners who, instead of seeing their business struggle, are able operate at similar volumes as before, just under different circumstances.
What about couriers? What are Bolt Food doing for them?
Our couriers never come into direct contact with food, so special safety measures are not needed in that regard.
As an extra precaution, we’ve sent our couriers communications reminding them of health and hygiene rules — to wash and sanitise their hands and keep their vehicle clean. We also remind them to stay home when they are feeling sick. Such instructions are also part of the regular enrollment process for new couriers.
If I pay with cash, will the delivery be contactless?
No. If you choose to pay with cash, you will have to give it directly to the courier. To avoid unnecessary contact, we recommend that you always choose to pay with an in-app payment method.
What about alcohol delivery? Will it be contactless?
Yes, we have changed the age verification process and the courier will no longer need to check your ID. Instead, your age will be verified by our Customer Support team.
Are you ready to serve people in quarantine? Is there a mechanism to do that safely?
Bolt Food couriers are independent service providers who always have the ability to decide whether they want to deliver an order or not.
Users who are in quarantine or do not wish to be in contact with other people can leave a note for the courier inside the app when placing their order asking them to leave their order on the doorstep or a designated area of their choosing.
The best source of information regarding the Coronavirus (COVID-19) pandemic is the World Health Organization. The “Advice for the public” section of their website offers the latest practical tips and information on the outbreak.
There is also a 24-hour toll free hotline – 0800 029 999 that you can phone for more information as well as a Whatsapp support channel you can join by saying “Hi” on 0600 123 456
We also urge you to follow the guidance issued by your country’s health authority for more locally relevant information.
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