Uber, once hailed as a game-changer in South Africa’s transport industry, is now facing mounting criticism from customers over safety issues, rising costs, and declining service quality.

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The ride-hailing service, which launched locally in 2013, initially enjoyed widespread popularity for its convenience and affordability. But over the past year, user experiences have soured significantly, with many saying the service no longer feels safe or reliable.

Over the last week alone, Uber has received 25 one-star reviews on the consumer complaints platform HelloPeter. The bulk of the grievances point to poor customer service, reckless and disrespectful drivers, unexpected overcharging, and a lack of accountability.

One customer described a harrowing experience in which their driver drove dangerously and then abandoned them on the roadside.

“I forgot my parcel in the car. That happened on 1 October, and to date, I have not gotten any feedback from Uber. They showed no interest in my safety or the goods that were left in the car,” the user said.

In another alarming incident, a driver allegedly hit a pedestrian and fled the scene while the passenger’s parcels remained inside the vehicle.

“Last night I took an Uber and the driver drove recklessly even after I told him to slow down. He then knocked a guy in the road. I jumped out, and he drove off without stopping to check on the pedestrian,” the passenger wrote.

They also claimed that Uber removed the driver’s contact number, preventing them from recovering their belongings.

Pricing complaints are also growing. One user said their delivery fee more than doubled from R114 to R337 because of a driver error.

Uber Responds — But Customers Aren’t Convinced

While Uber maintains that customer satisfaction remains its top priority, many passengers say their complaints often go unresolved for days or weeks.

“When things do not go as planned, we endeavour to act quickly to make it right,” Uber told MyBroadband. The company added that it continues to invest in driver training and in-app safety features, encouraging riders to report problems directly through the app.

However, judging by the surge in negative reviews, many customers feel these measures fall short.

New Ride-Hailing Regulations: Panic Buttons and Branded Vehicles

In response to growing concerns in the ride-hailing industry, new regulations came into effect on 12 September 2025. The updated rules are designed to close long-standing loopholes in public transport legislation and improve commuter safety.

Among the key changes:

Operating licences are now mandatory for all e-hailing drivers.
Vehicles must display branding or a company sign.
Panic buttons must be installed for both passengers and drivers.

According to the Department of Transport, these measures aim to improve accountability and allow for rapid response in emergencies.

“The panic button for commuters will assist with crime detection and enable a rapid response by law enforcement or tracking companies,” the department said.

Tighter Oversight and Penalties

The new rules also restrict where drivers may operate. For example, a driver licensed in Tshwane can drop off a passenger in Limpopo but must return to their licensed area afterward.

Ride-hailing companies that allow unlicensed drivers to operate face fines of up to R100,000 or two years in jail. In addition, they must comply with registration requirements under the Department of Trade, Industry and Competition, as well as SARS.

Collen Msibi, spokesperson for the Department of Transport, said the operating licence would include conditions like ensuring vehicles are roadworthy and defining specific operating jurisdictions.

Trust Eroding, Competitors Rising

With more customers voicing dissatisfaction, Uber faces growing pressure to rebuild trust. Many riders are turning to alternatives such as Bolt and InDrive, or opting for traditional meter taxis and private transport.

For Uber, addressing the safety concerns, restoring accountability, and improving service quality may be the only way to regain the confidence it once commanded in South Africa’s ride-hailing market.