The company surveyed more than 1,800 driver-partners across Nigeria, with 76% of drivers saying rudeness or verbal aggression is the top reason they give low ratings after a trip.

Payment disagreements came next, with 49% of drivers mentioning arguments over fares or payments. Safety followed at 42%, the same level recorded for cases where riders left vehicles dirty or caused damage.

What stands out is this, drivers are not focusing on traffic delays or route choices as much as people assume. Instead, everyday behaviour during the ride appears to be more important.

Speaking on the findings, Bolt’s Senior General Manager for West Africa, Teddy Appa-Dankyi, said: “Many riders are aware they rate drivers after trips, but fewer realise drivers also rate passengers. What this survey shows clearly is that respectful communication and consideration during trips significantly improve the experience for both drivers and riders.”

The survey is part of Bolt’s Driver Rating awareness campaign aiming to remind both sides that ratings go both ways and that small actions during a trip can affect the outcome.

Ride-hailing has become a regular part of city life, with the market valued at over $380 million in 2025 and could reach $477 million by 2029. Nearly half of urban users now rely on these services several times a week.

At the same time, challenges within the system have been increasing. Fuel subsidy removal in 2025 pushed up costs for drivers.

In March 2026, drivers in Lagos and Ogun halted operations over low fares and high expenses. That pressure has made interactions between drivers and riders more sensitive.

Bolt says driver feedback is essential to how the platform maintains trust. According to the company, simple things matter, such as being ready on time, speaking politely, and treating the vehicle with care.

“Ride-hailing works best when both drivers and riders contribute to a positive experience. Simple actions like being polite, ready at pickup, and respecting the driver’s vehicle can make a meaningful difference.”

Ratings go beyond feedback for drivers. They can affect how often they get trips and, in some cases, how much they earn. Bolt said its top 50 drivers earned N9.6 million in the first half of 2025, with strong ratings being a big part in that performance.

Instead, the company explained that the recent fare adjustments were aimed at creating a more balanced and sustainable marketplace that would benefit both drivers and riders in the long run.

In a statement, Bolt emphasised that the adjustments were made to optimise driver earnings by increasing rider demand, reducing driver downtime, and ensuring overall satisfaction.

“We understand the drivers’ concerns. However, Bolt did not do a 50% price slash, what we did was fare adjustments in Lagos which are designed to optimise driver earnings in the long run. By ensuring a healthy and balanced marketplace, we aim to:

• Increase rider demand: More affordable fares can lead to increased ride requests, which means more earning opportunities for drivers.
• Reduce driver downtime: A balanced marketplace means less time waiting for rides and more time earning.
• Improve driver satisfaction: By creating a sustainable marketplace, we can ensure that driving with Bolt remains a viable and rewarding opportunity.

“We are committed to ensuring that our driver-partners benefit from the Bolt platform,” the company stated.

The response comes after the Lagos chapter of the Amalgamated Union of App-Based Transporters of Nigeria (AUATON) rejected the fare changes, claiming that they greatly reduced drivers’ earnings. 

The union has accused Bolt and other ride-hailing companies of implementing price cuts without considering the financial stress on drivers, many of whom are already struggling with the high cost of living.

AUATON’s Lagos Public Relations Officer, Steven Iwindoye, had warned that drivers were reaching a breaking point and hinted at a possible protest if the decision was not reversed. 

The union is now mobilising its members to demand better conditions and has called on all drivers to register their dissatisfaction with the company.

While the union insists that only collective action can compel ride-hailing firms to review their pricing strategies, Bolt maintains that its fare adjustments are designed to create a healthier ride-hailing ecosystem that benefits drivers in the long term.

The Amalgamated Union of App-Based Transporters of Nigeria (AUATON), Lagos State Chapter, has threatened a protest if the decision is not reversed.

AUATON’s Lagos Public Relations Officer, Steven Iwindoye, spoke about the impact of the price cut on drivers, many of whom are already stressed by the high costs of living. “This drastic reduction in earnings has severe negative impacts on all AUATON members, who are already struggling to make ends meet,” he stated.

The union has accused Bolt, along with other ride-hailing companies like Uber, inDrive, and Rida, of continuously introducing price cuts without considering the financial burden on drivers. 

Iwindoye warned that the latest fare reduction had brought drivers to a breaking point, stressing that the only way forward was collective action.

As part of their response, the union is mobilising drivers for a statewide protest. “We call on all drivers, regardless of union affiliation, to participate in the upcoming protest. We cannot afford to have drivers undermining the effort by continuing to work and accepting the unfair conditions. The protest’s success relies on the unity and solidarity of all drivers,” he said.

Iwindoye also criticised drivers who hesitate to take a stand or work against the collective interests of their colleagues. He urged them to use this moment to push for better conditions. “This protest is an opportunity for drivers to put aside their differences and work towards a common goal,” he added.

While the protest date is yet to be announced, AUATON is calling on drivers to immediately show their dissatisfaction by writing to Bolt. “Writing to Bolt and registering our displeasure with the 50 per cent price slash is a crucial step. This will demonstrate our collective dissatisfaction and prepare the ground for the upcoming protest,” Iwindoye said.

The union insists that only a united front can force ride-hailing companies to reconsider their pricing policies and ensure that drivers earn fair wages for their services.

Kolawole Aina, AUATON’s South-West vice president, stressed the need for a unified regulatory system that benefits all stakeholders in the industry.

Speaking during an interview in Lagos, Aina noted the challenges faced by drivers using platforms such as Uber, Bolt, and Indrive, explaining that state-level regulations in many parts of Nigeria have been unfavourable to drivers. 

Out of the 26 states where e-hailing drivers operate, only 15 to 17 have regulatory frameworks, Aina said. This often prioritises state revenue and app companies’ interests over drivers’ welfare.

Aina further spoke on the importance of creating a regulatory structure that involves all stakeholders, including government agencies, app companies, drivers, and passengers. He criticised the current system, which places financial and operational burdens disproportionately on drivers and riders.

“Drivers are left to bear the burden of multiple taxes and operational challenges while the states and app companies benefit,” he said. Aina added that a federal framework would harmonise policies and promote fairness across the industry.

The AUATON Vice President further explained that a national regulatory framework could enhance security by introducing passenger profiling, similar to the profiling already done for drivers. This, he said, would help curb the kidnapping of e-hailing drivers and ensure safer operations. “Just as drivers are profiled, passengers should also undergo similar checks. This would significantly reduce the risks faced by drivers,” he suggested.

On taxation, Aina decried the heavy levies enforced on drivers by multiple authorities, calling for a streamlined system to ease their financial burden. “We are taxpayers and contribute to the economy, yet our voices are often ignored. A collaborative relationship between the government, app companies, and drivers is essential for seamless operations,” he said.

Aina revealed that AUATON has been advocating for this national framework for years and hosted a conference in 2024 to push for its implementation. Plans are ongoing for another conference in 2025, aimed at bringing together stakeholders to deliberate on solutions.

The union leader also appealed for improved collaboration between app companies, governments, and drivers to ensure seamless business operations. “We need a system where all parties work together for mutual benefit. Drivers, as taxpayers, deserve to have their voices heard,” Aina said.

AUATON, established in 2023, represents e-hailing drivers, food and courier delivery riders, and other app-based transport workers. The union was officially recognised by the Ministry of Labour and Employment after years of advocacy to address the concerns of app-based workers.

The union continues to push for policies that prioritise fairness, security, and economic benefits for all stakeholders in Nigeria’s e-hailing industry.

Held from November 1 to November 30, 2024, the campaign recognised over 50 outstanding drivers, rewarding them with exciting prizes in appreciation of their dedication, hard work, and exceptional service.

The rewards included items such as Smart TVs, Smart Watches, Car Vacuum Cleaners, and essential food supplies. Added to these, winners received shopping vouchers to support their personal and family needs during the festive season.

The rewards were distributed to drivers from 15 cities across Nigeria, including Lagos, Abuja, Port Harcourt, Benin, Calabar, Kano, Kaduna, Zaria, Ilorin, Ibadan, Warri, Enugu, Owerri, Yenagoa, Jos, and Uyo.

Osi Oguah, general manager at Bolt Nigeria said: “Our drivers are the backbone of Bolt, and we believe in recognizing their dedication and contributions to providing excellent service to riders. The Driver Club Rewards Campaign is one of the many ways we are showing our appreciation to our drivers. It’s our way of saying thank you and motivating them to keep delivering exceptional experiences to our customers.”

Drivers who participated in the campaign expressed their gratitude for the recognition and support from Bolt.

A driver from Lagos, Godwin Onoabhagbe, shared his excitement: “Being rewarded for my work means a lot to me. It shows that Bolt truly values us as partners. The prizes and shopping voucher will go a long way in making this season extra special for my family and me.”

Since the beginning of the Bolt Driver Club Rewards Campaign, Bolt has rewarded participating drivers with several amazing prizes worth over N50,000,000. 

The company remains focused on empowering drivers across Nigeria through various initiatives, campaigns, and support programs. 

Bolt is leading the way in creating opportunities for drivers to achieve financial independence while delivering convenient and reliable transportation services to millions of riders.

The company disclosed this figure on Thursday, attributing its growth to a diverse range of services and a firm focus on expanding in international markets.

Founded in 2013, Bolt has quickly evolved into one of the world’s leading tech enterprises, rooted in Estonia, a growing tech hub that is home to over 1,450 startups. 

CEO Markus Villig commented on the company’s strong belief in European innovation, countering the perception that world-class engineering and marketing are exclusive to Silicon Valley. He stated that the company is proving how a Europe-based company can thrive globally.

Bolt’s current services are not limited to ride-hailing,  it also includes scooter and e-bike rentals, food and grocery deliveries, and Bolt Drive, a car-sharing service. 

The platform is active in more than 50 countries, with over 500 cities on its list, and it holds the top position in the ride-hailing market in over 20 of these locations. 

The company’s drive has attracted attention, especially following a €628 million funding round in early 2022 that boosted its valuation to more than $8 billion.

Planning ahead, Bolt has set its sights on integrating autonomous vehicles into its operations. However, Villig was candid about the current challenges in the autonomous vehicle industry, noting that fully operational, cost-effective self-driving services that comply with regulatory standards are still several years away. 

He noted that ride-hailing firms like Bolt will eventually boost the market introduction of autonomous vehicles but acknowledged that achieving regulatory and commercial feasibility will require time.

The company has revealed plans for an initial public offering (IPO) as soon as 2025, which would be a huge step in placing Bolt at a top spot in global mobility and delivery services.

In Nigeria, Bolt has grown significantly in reach and revenue since its launch in 2016, with more than 250 million rides taken across the country by August 2023.

Nigerian users have collectively logged over 3 billion kilometres, asserting Bolt’s role in the country’s transportation sector. 

The platform’s success in Nigeria is seen in its global statistics of over 200 million customers across a suite of services, with 4.5 million drivers and couriers on the platform worldwide, including over one million in Africa.

Yahaya Mohammed, country manager for Bolt Nigeria, reaffirmed the company’s focus on supporting Nigeria’s ride-hailing space. 

He highlighted Bolt’s adherence to collaborating with driver partners, regulatory agencies, and other stakeholders to foster a thriving and sustainable ride-hailing industry in the country.

The event brought together driver-partners, safety experts, key government officials upholding law enforcement and Bolt representatives to discuss and collaborate on enhancing safety measures within the ride-hailing industry.

The summit featured a series of interactive sessions, panel discussions, and workshops focused on safety procedures, gaining insights into drivers’ on-the-road experiences, and well-being.

The sessions also included an in-depth look at Bolt’s in-app safety features and explored emerging technologies aimed at improving safety, road safety best practices as well as addressing challenges faced by drivers and law enforcement in ensuring safety on the road.

Bolt reinforced its commitment to collaborating with all the relevant stakeholders within the ecosystem to ensure and uphold safety standards for the benefits of the ride-hailing environment.

Osi Oguah, general manager at Bolt Nigeria said:

“Our driver-partners are at the heart of our operations, and their safety is paramount. This summit empowers them to be active participants in shaping safety initiatives and ensuring a secure future for ride-hailing in Calabar and beyond”.

“The safety of our platform is built on collaboration. It is testament to the power of working hand-in-hand with our driver-partners and regulators to identify challenges, share best practices, and create a safer ride-hailing experience for everyone,” Osi said.

Cross-River State Commissioner for Transportation, Mr Ekpenyong Cobham who was represented by his special assistant, JD Agba said:

“I commend Bolt for taking this proactive step to engage with their drivers and prioritise safety in Calabar. This summit demonstrates their commitment to working collaboratively with stakeholders to improve the ride-hailing experience in our state. We look forward to seeing the positive impact of these discussions on the safety and security of both drivers and passengers”.

The Commissioner of Police ably represented by ACP Adewalehinmi O. Joshua emphasised the importance of staying alert and being aware of situations that may affect personal safety, noting that safety is a shared responsibility.

The police are committed to continuing their duty to protect life and property, working alongside the community to uphold these standards.

Bolt remains dedicated to investing in technology, driver training, and community partnerships to continuously enhance safety standards and promote a culture of safety within the ride-hailing ecosystem.

The Iftar dinner allowed Muslim driver-partners observing Ramadan the opportunity to gather to break their fast together as well as providing a safe space for mutual dialogue and engagement.

The ride-hailing giant expressed gratitude to hardworking Bolt drivers still stepping on the pedal throughout Ramadan.

Yahaya Mohammed, country manager for Bolt said:

We are a big community with lots of driver-partners from different backgrounds and we want to honor, respect and share the joy of every driver. This is about saying yes to love, inclusion, community and yes to everyone who wants to be a Bolt driver-partner. It’s very special to host an Iftar dinner with our hardworking driver-partners and something we are extremely proud about.”

Imam Mansur Abubakar led prayers before guests then gathered together to break their fast with bespoke menus.

Hamza Uthman, a driver-partner said: We are happy to break our fast with our Christian brothers and sisters. This is what Ramadan is about – uniting people. Thanks to Bolt for this great idea.”

This Iftar dinner epitomizes Bolt’s steadfast commitment to fostering meaningful engagement with its driver community and strengthening the bond between drivers and the Bolt platform.

“As a company deeply rooted in values of appreciation and inclusivity, Bolt remains dedicated to creating memorable experiences and nurturing a sense of belonging among its esteemed drivers”.

The challenge which launched in 2021 and held for a 10-week period rewarded four winners in Nigeria with brand-new cars, as well as participation prizes for other participants.

The Contest, which was divided into different categories, including a women’s league, a new driver’s league, and an existing driver’s league, was underway for 10 weeks.

Drivers were given goals in form of finished rides and driver ratings which qualified them to win tokens towards a grand prize which was decided in a draw.

The challenge recorded wide participation and saw Peter Nanman from Abuja emerge as the winner of the new driver’s league; Aisosa Uhunoma Ekhayeme from Benin won the women’s league, and Abdullateef Jimoh from Abuja topped the existing driver’s league.

Eseosa Okunoyawe from Benin also received a brand-new car as the overall top driver in the country.

Congratulating the drivers, Femi Akin-Laguda, Bolt country manager, said, “Bolt recognizes that drivers are fundamental to the continued growth of the  Bolt brand in Nigeria and we do not take their commitment and efforts for granted. Through the Driver’s League challenge, our commitment to incentivizing both existing and new drivers continues to be fulfilled as we appreciate their hard work and efforts during the year.

“We will continue to strive to retain the trust and loyalty of our drivers by fulfilling our promise which is to keep improving the overall experience for every driver. In the new year, we look forward to building a better community where drivers can thrive”.

Expressing his excitement, the overall winner, Eseosa Okunoyawe, thanked the Bolt team for their support over time.

“Since the day I registered with Bolt it has been an awesome experience which has transformed my life positively. I just won a new car being the overall top Bolt driver in Nigeria. I want to encourage other Nigerians who are willing to drive and to join the Bolt platform. Tomorrow may be your turn!”

The Driver’s League competition showcases Bolt’s commitment to advancing and easing mobility in sub-Saharan Africa while also empowering the economy with extra earning opportunities.

The contest was held across Nigeria and Ghana with four winners selected from each country, and three winners in South Africa.

The e-hailing giant, Bolt has continuously shown commitment to excellent customer satisfaction while supporting drivers’ welfare.

In 2020, following the advent of the lockdown, Bolt launched the “Mega Bonus Challenge” in Nigeria to support drivers.

The challenge saw two winners go home with brand-new cars, and other drivers with gift hampers, N800,000 worth of fuel vouchers and household appliances.