In an email to users in Kenya, Uber revealed that it will no longer charge customers for canceling trips as a means to maintaining affordability and reliability.
“At Uber, we are always monitoring rider experience, market dynamics, and fare structures to ensure our app continues to be a reliable and affordable option for you. With this in mind, we have removed all trip cancellation fees. Please note this has been implemented across all our products in Nairobi and Mombasa”read the email.
Just like with other countries, Uber usually charges 150 KES ($1.40) as a cancellation fee based on the reason given and the party who cancels it. This was introduced as a means to ensure drivers are fairly compensated for when they drive to meet a passenger before the trip is cancelled. The user then pays the cancellation fee on their next trip.
If one cancels their trip more than five minutes after requesting it, Uber charges the cancellation fee that goes to compensate the driver, and If a driver canceled a trip more than 5 minutes after arriving at one’s pick-up location, the customer still had to pay them 150 KES ($1.40) for driving to the location.
In most cases, users have always been against the charges and have repeatedly argued that the charge is impractical, especially when the cancellation was the driver’s fault.
This could be good news for the customers now, but what does it mean for the drivers.