November 10, 2020
At Bolt, our mission is to connect you with affordable rides at the touch of a button. At the heart of this mission is to ensure that those rides are as safe as possible – before, during and after.
We achieve this by putting the right tools and processes in place, which begin with our driver registration process and continue through to being able to access on-trip emergency assistance if needed and customer support after you ride.
We go to great lengths to conduct driver training and verify the identity of each driver that operates on our platform before they are activated.
When requesting a trip through the Bolt app, you receive the driver’s photo, name, the car make/model and license plate number. The best way to ensure that you’re getting into the right car is making sure your driver’s face and license plate match those shown in the app.
Riders are encouraged to start their trip only once all the information checks out.
With our Share your ETA feature, you get an additional layer of safety as your loved ones can see your trip’s progress in real-time on the map as well as the driver and car details in full. Just click on the “Share my ETA” function to generate the shareable link and you can ride with some extra peace of mind. Additionally, all trip details are tracked and recorded for every Bolt ride.
An emergency assist button is installed in every passenger app in partnership with Namola allowing you to connect with armed response and emergency assistance should something go wrong on your trip. While on trip, you can access the SOS button in your app when you click on the green shield icon in the map, and select the option for emergency assistance from the safety toolkit window. Namola will call you back in seconds once you have activated the button and will track yours and the driver’s location to assist you. Please make sure your location settings are active and that your cell phone number matches the number in your app.
Every trip with Bolt is insured with rider trip protection that insures you and your possessions from the moment your trip begins until it ends. All at no cost to you. You can read more about our on-trip cover here.
When you’ve reached your destination, we use rider feedback to improve future journeys. You can rate drivers for their service. Your honest ratings help us know how the journey went, how satisfied you were with your ride or if you have any complaints. Drivers who repeatedly receive low ratings, risk losing access to the platform. We want to be sure that everyone in our community treats each other with respect.
While we have the Bolt safety toolkit in place, we appreciate that some issues may still occur.
If you have some feedback or complaints you’d like to share, we encourage you to contact our Customer Support team via email or in the app so that we assist. Support is available 24/7 and help content on a variety of rider related topics have been put together to offer improved clarity on key subjects.
We want to ensure that everyone has a safer ride experience with Bolt but we cannot do it alone. We have seen that the majority of safety incidents happen when a passenger gets into the wrong car. So before you ride, please ensure that you’re getting into the right car by making sure your driver’s face and license plate matches what has been verified and shown in the app.
If any of these important details do not match, please cancel the trip and report using the cancellation options “Driver/car did not match the description” and we will investigate and act on each report.
Safer rides ahead!
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