The dominance of Uber and Bolt in South Africa’s e-hailing industry is being challenged by homegrown platforms offering alternative services. As the quality of service from these international giants declines, local apps are positioning themselves as viable competitors.
The Rise of Local Competitors
When Uber arrived in 2013 and Bolt followed in 2016, they were praised for their reliability, clean vehicles, and professional drivers. Though their fares were high, commuters were willing to pay for a safe and efficient ride. However, over time, customer satisfaction has plummeted, with numerous complaints surfacing about poor service, unprofessional conduct, and safety concerns.
Declining Standards and Customer Complaints
Both Uber and Bolt have received overwhelmingly negative feedback from users. Reviews on HelloPeter show Uber with a dismal 1.27-star rating and Bolt with 1.23 stars. The most common grievances include frequent trip cancellations, overcharging, unresponsive customer support, unsafe vehicles, and drivers behaving dishonestly.
Additionally, concerns over driver safety have been raised. Thato Ramaila, chairperson of the Soweto United E-hailing Association, criticised Uber’s failure to protect drivers from criminal attacks. Many operators struggle to make ends meet, leading to frustrations that affect customer service. Drivers reportedly cancel trips that are not financially viable, avoid using air conditioning to save on fuel, and work extended hours due to low earnings.
While Uber has introduced safety measures like in-app emergency buttons and ride verification tools, it has yet to fully address the root of driver dissatisfaction and security threats.
Local Apps Disrupting the Market
As Uber and Bolt struggle with mounting criticism, locally developed apps are seizing the opportunity to attract disillusioned users.
- Wanatu
- One of the rising names in the e-hailing space is Wanatu, currently operating in Pretoria and Centurion. Launched in October 2024, Wanatu takes a different approach by employing its drivers full-time rather than treating them as independent contractors. This ensures job security and better working conditions.
- Wanatu also owns its vehicle fleet, equipping each car with dashcams, GPS tracking, and panic buttons to enhance safety. Despite criticism for requiring drivers to be fluent in Afrikaans, the company has gained credibility after successfully challenging the Gauteng government on behalf of e-hailing operators.
- Twytch
- Another strong contender is Twytch, set to launch in February 2025. It aims to tackle the industry’s biggest concern—safety—through blockchain technology, ensuring both drivers and passengers are verified. This prevents identity fraud and enhances security measures.
- Unlike Uber and Bolt, Twytch treats drivers as employees with benefits, providing health and financial perks through partnerships with Momentum and FNB. Instead of a commission-based payment model, it compensates drivers per kilometre. Additionally, Twytch avoids surge pricing, ensuring consistent fares regardless of demand.
- Shesha
- The Shesha e-hailing platform, launched in May 2024, is backed by the South African National Taxi Council (Santaco). Operating exclusively in Gauteng, Shesha offers fixed pricing, digital payments, and an “Emergency Ride” feature for users with a history of completed trips.
- Safety is a priority, with background checks on drivers, comprehensive vehicle inspections, and verification through the Department of Home Affairs. However, Shesha has faced allegations of Santaco-linked intimidation tactics, pressuring users to download the app. The company has denied involvement and encouraged victims to report incidents.
Uber and Bolt: Future of South Africa’s E-Hailing Industry
Despite their nationwide availability, Uber and Bolt’s grip on South Africa’s e-hailing sector is weakening. While new competitors like Wanatu, Twytch, and Shesha currently have limited reach, their focus on safety, better driver treatment, and service reliability makes them appealing alternatives.
If these local platforms successfully expand, Uber and Bolt may struggle to maintain their dominance unless they address the growing concerns of both riders and drivers.
Related article: Anele Mdoda Alleges Uber Driver Threatened Her After Selecting ‘Don’t Talk to Me’ Option
