Bolt is blocking passengers with low ratings from drivers

Leading ride-sharing company, Bolt, said it was blocking passengers who received low ratings from drivers. The company said this in a chat with Technext following the release of its survey on how drivers rate riders after trips.

As you know, low passenger ratings on the platform can lead to fewer ride shares, warnings, and, in some cases, deactivation. It is, however, unclear what the punishments will be for passengers with low ratings, given that passengers are the primary source of revenue for the business.

Read Also: Bolt introduces discounted health insurance for drivers and their dependents

Asked what happens to passengers with low ratings, the company said it is pretty much the same as drivers.

“The platform applies similar accountability principles on both sides. Where riders consistently receive poor ratings or are reported for behaviour that violates platform policies, measures may include warnings, temporary restrictions, or account suspension depending on the severity of the issue,” the company replied.

The Bolt team

This development is interesting, as most drivers and passengers know a little about rating their counterparts after a trip. Indeed, drivers have been known to specifically plead with passengers for positive ratings, as it increases their chances of attracting rides and helps to keep a good profile.

Yet, most passengers do not know that their conduct is also assessed and rated by drivers. Conversely, it is hard to tell if the drivers themselves know how to rate the passengers or consider it necessary.

While the company admits it could not share the precise number of drivers who know that they too could rate passengers, it confirmed that the majority of drivers are familiar with the feature, as two-way ratings are a standard part of the trip flow on the platform.

In terms of how frequently drivers rate riders, the company also said it does not have an exact percentage to share.

“In practice, many drivers only adjust rider ratings when there is a notable issue during the trip. By default, the app sets the rider’s rating at five stars after each trip, and drivers typically leave this unchanged if the experience was smooth. Ratings are more likely to be modified when there are concerns around behaviour, safety, or payment,” the company said.

Rude behaviour, payment dispute, top reasons for low passenger ratings

A new survey of driver-partners on the Bolt platform in Nigeria has revealed that rider behaviour plays a major role in how passengers are rated after trips, with 76% of drivers identifying rudeness or verbal aggression as the leading reason for giving low ratings.

The survey, which gathered responses from more than 1,800 drivers nationwide, highlights the growing importance of respectful interactions in Nigeria’s ride-hailing ecosystem.

According to the findings, payment disputes were the second most common reason for low ratings (49%), followed by safety concerns (42%) and cases where riders left vehicles dirty or caused damage (42%).

The results challenge common assumptions that ratings are primarily influenced by operational issues such as traffic delays or route disagreements. Instead, they suggest that everyday rider behaviour is the strongest determinant of driver feedback.

Commenting on the results, Bolt’s Senior General Manager, 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 forms part of Bolt’s Driver Rating awareness campaign, which aims to encourage mutual respect and improve trip experiences across the platform.

Bolt noted that driver feedback plays an important role in maintaining trust and reliability within the ride-hailing marketplace, particularly as app-based mobility continues to support thousands of livelihoods across Nigerian cities.

“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.”

The company added that fostering a culture of mutual respect remains central to improving everyday mobility experiences across Nigerian cities.

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