Relief for riders as Uber drops trip cancellation fee

Global taxi hailing company, Uber, will no longer charge users in Nairobi and Mombasa a fee for cancelled trips.

At Uber, we are always monitoring rider experience, market dynamics and fare structures to ensure our app continues to be reliable and affordable option, the company said in statement.

“We have removed all trip cancellation fees,” added Uber.

Previously, Uber would slap its customers Sh150 charge if they made the wrong order or in moments when the driver took too long to arrive only for you to cancel the trip.

The cancellation fees were introduced to ensure drivers are fairly compensated for committing their time and effort to the trip.

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For customers, however, the cancellation fees were automatically billed during their next trip, inconveniencing their rider experience.

Over time customers have been protesting the trip cancellation charges, arguing it was unworkable since in some cases, Uber drivers were to blame, such as when their arrival at designated pick-up location is inordinately delayed or when some drivers cancelled the trip, say after about five minutes, when the customer is a no show.

Some Uber drivers would also take advantage of the trip cancellation rule to the detriment of customers.

If the drivers know they will take unnecessarily long to get to their customer location or they are simply unable to reach them irregardless, they would go offline, and wait for the customer to cancel the trip.

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