The Issue of Meter Taxi Drivers Rejecting Calls from the App!
By Bethlehem Solomon
Recently, a wave of heavy complaints has been directed toward some meter taxi drivers and ride-hailing companies in Addis Ababa. The root cause of these grievances is that drivers are refusing to accept ride requests through the apps, choosing instead to negotiate fares with customers directly on the street.
The introduction of meter taxis was widely believed to have brought a major revolution to the transport sector. Unlike the traditional taxi system, this digital approach resolved numerous issues. Because the fare is calculated based on time and distance, it completely eliminated the arguments and disagreements that previously arose between drivers and passengers over pricing.
Furthermore, safety concerns have significantly dropped. Previously, issues like theft, lost items, or security threats were high. However, because the driver’s, owner's, and vehicle's information is now registered in the system and the journey is tracked via GPS, security risks have been greatly minimized, making it much easier to recover lost belongings.
This service has created vast employment opportunities for many young people and car owners. It has also become the top choice for individuals who have urgent meetings or business and cannot afford to wait in long queues, people unfamiliar with the city, those who struggle to negotiate local taxi fares, people traveling at night when standard transport is scarce, airport arrivals, and individuals facing sudden medical emergencies.
Despite these benefits, recent actions by drivers working for ride-hailing companies have sparked widespread complaints. Drivers are bypassing the apps, refusing calls, canceling trips on their own, and resorting to street-side price negotiations with customers.
This new approach by drivers stems from a dispute rooted in outdated tariff adjustments by some companies against the backdrop of rising fuel costs. As a result, users of the city's tech-based taxis bitterly express that they are being exposed to extreme financial exploitation and safety risks.
Customers note that the refusal of drivers to accept app requests has spiked dramatically, whether orders are placed from designated stops or residential areas. On the flip side, if customers wave down the exact same cars on the street, drivers are perfectly willing to provide the service without any issue.
However, since these off-app trips do not adhere to the company's set rates, complainants state that drivers are charging up to 390 Birr for routes that previously showed 250 Birr on the app.
Additionally, customer complaints reveal that some drivers accept the call and arrive at the location, only to pressure the passenger by saying, "The app price is not profitable for me, so cancel it and let's negotiate a private price."
On their part, drivers point to the skyrocketing cost of fuel as the primary reason for their behavior, arguing that previous tariff adjustments made by the companies do not match the current market reality.
According to the drivers, companies kept fare increases minimal to avoid losing customers, shifting the entire burden of fuel and high living costs onto the drivers. Consequently, drivers have been voicing their frustrations across various social media platforms. They mention that they now prefer either using apps that allow for bidding/negotiation, or displaying a base price to the customer and counter-offering a rate that actually covers their costs.
Customers who refuse to agree to these terms face cancellations. When they attempt to call the companies' customer service centers to file a complaint, they face further frustration, including unanswered operator calls, long hold times, and a general lack of available cars.
Therefore, because this issue cannot be solved by simply blaming the drivers or pressuring the companies alone, the following remedies are recommended:
- Integrating apps that accommodate price negotiations.
- Identifying drivers who drive out to customers only to cancel orders, or those who repeatedly reject calls without a valid reason.
- Adjusting the commission percentages that companies take from drivers.
- Ensuring that companies do not just slash prices to retain customers, but instead set balanced fares that allow drivers to make a profit and sustain their livelihoods.
