AZE.US
Passengers in Azerbaijan are increasingly complaining about Bolt drivers who accept ride requests but do not begin moving, ask customers to cancel the trip themselves or demand additional payment after arriving.
Some users say drivers contact them by message or phone and ask them to cancel, citing traffic, an inconvenient pickup point or an inability to reach the location. Passengers argue that the practice is unfair because the driver has already accepted the ride.
Drivers themselves acknowledge that they sometimes ask customers to cancel in order to protect their ratings and performance indicators. A driver-initiated cancellation can affect acceptance and completion rates, potentially reducing access to ride requests or bonuses.
Passengers also report that after a ride is canceled, the fare for the same route may increase. They then lose time and have to book another car at a higher price.
Transport expert Elmaddin Muradli told Bizim.Media that similar practices occur across several taxi platforms.
He said some drivers act deliberately in an effort to charge passengers more. In some cases, they also refuse card payments and insist on cash.
“It is not Bolt or another platform raising the price. This is the individual behavior of certain drivers. There has been no official decision to increase fares,” Muradli said.
He noted that taxi prices can change depending on the time of day, traffic levels and weather conditions. Dynamic pricing is a common practice internationally.
However, no official increase has been introduced based on distance, price per kilometer or any other fixed measure, he said.
Muradli urged passengers to submit complaints directly through the app, saying an official report allows the company to review a driver’s conduct and take action.
Bolt said drivers are expected to complete accepted trips regardless of the distance or payment method.
Asking a passenger to cancel without a valid reason, demanding extra payment or refusing to complete the ride violates platform rules, the company said.
Bolt’s support team reviews complaints and contacts drivers when violations are confirmed. Such cases may affect a driver’s rating, while repeated violations can result in account deactivation.
The company also said it regularly reminds drivers about platform rules, customer service standards and the importance of professional conduct.
AZE.US