Uber and Bolt Face Mounting Safety Concerns in South Africa

Ride-hailing services Uber and Bolt, once hailed as safer and more affordable alternatives to traditional taxis, are under mounting scrutiny in South Africa. Riders and drivers are increasingly reporting incidents of violence, hijackings, kidnappings, and assaults linked to the platforms have raised urgent questions about safety gaps, weak verification systems, and sluggish emergency response mechanisms.

The recent shooting, arson and execution-style murder of 27-year-old Siyanda Mthokozisi Mvelase in Soweto, is of the many cases that have drawn public attention and the reemergence of the on-going violence between e-hailing drivers and taxi owners in South Africa. In Johannesburg, drivers have been lured to remote locations by fake ride requests, only to be ambushed and hijacked. Riders, meanwhile, have reported kidnappings in which they were driven off-route and held until relatives or friends paid a ransom. Police confirm that such incidents, once sporadic, have become worryingly frequent. Whilst no verified stats on the number of e-hailing related hijacking, it is worth noting that between January and March 2025, SAPS recorded 4,533 car hijackings nationally, down from 5,338 in the same period in 2024. Gauteng saw 2,488 hijackings which is about 55% of all hijackings in the country.

Despite these threats, Uber and Bolt continue to market themselves as safe and convenient. Both companies have rolled out safety features, such as in-app emergency buttons, ride-sharing with trusted contacts, and driver identity verification. However,  drivers and riders beg to differ, arguing that these measures have done little to close dangerous loopholes. Verification of drivers remains inconsistent, background checks are often cursory, and when users trigger the in-app emergency function, response times from security teams or law enforcement can be slow.

Drivers say they are increasingly vulnerable. “Drivers are screened but passengers are never screened… That’s how drivers get hijacked and beaten and some even get killed.” – said a Gauteng based Bolt driver, who has been working in the industry for the past two years. Many drivers operate late at night to maximize earnings, which exposes them to higher risk areas. Others complain that fare structures do not account for danger zones, forcing them into hotspots without adequate compensation or protection. In Cape Town, several drivers have begun refusing trips into informal settlements or poorly lit areas, a move that has left many commuters stranded.

The South African Police Service (SAPS) has acknowledged the surge in ride-hailing related crimes but insists that platforms must also take responsibility. “Law enforcement can only do so much. Companies have the data and technology to predict risks and alert us in real time. That isn’t happening.” Furthermore, Brigadier Athlenda Mathe, SAPS national spokesperson, said: “We have noted with concern the rising number of violent incidents targeting e-hailing drivers and passengers. SAPS is intensifying operations in known hotspots and working closely with stakeholders to ensure that perpetrators are apprehended and communities can feel safe using these services.”

Globally, Uber and Bolt have faced similar controversies. In London, Uber temporarily lost its license in 2019 due to safety failings, while Bolt has faced regulatory scrutiny in several European cities over passenger protection but in South Africa, where crime levels are already among the highest in the world, the risks are magnified. Both companies insist they are investing in safety. Uber South Africa says it has expanded partnerships with private security firms to ensure faster emergency responses, while Bolt has introduced a “driver selfie verification” system aimed at reducing account takeovers by criminals. Yet riders and drivers argue that these measures are piecemeal, leaving them exposed to daily threats.

Civil society organizations are now calling for tighter regulation of the industry. The South African National Taxi Council (Santaco), which has long clashed with ride-hailing platforms, argues that Uber and Bolt must be subjected to stricter licensing and safety compliance. Others have suggested creating a central registry of vetted drivers accessible to both police and users.

For now, however, fear persists on both sides of the ride-hailing equation. As one Durban-based driver put it: “We want to work, but every trip feels like a gamble with our lives.”

Until systemic gaps in safety are addressed, Uber and Bolt’s promise of safe, reliable transport in South Africa will remain under a dark cloud of mistrust.