We are committed to setting high safety standard for ride-hailing – Bolt Nigeria’s MD

In the face of rising public concern around rider and driver safety in Nigeria’s urban mobility space, ride-hailing platforms are once again in the spotlight. As one of the most widely used mobility services in the country, Bolt’s role and response to these issues carry significant weight in shaping both public confidence and industry standards.

Juliet Onyema had a chat with Osi Oguah, general manager, Bolt Nigeria about how technology, safety, and business growth intersect in Nigeria’s ride-hailing industry.

There have been several safety-related incidents reported recently across Nigeria involving ride-hailing platforms. How is Bolt responding to these concerns?

Safety is not just a feature on our app, it is a core pillar of our business and a daily operational priority. At Bolt, we understand the growing concerns around safety, especially given the recent incidents reported in Nigeria.

These incidents are deeply unfortunate, and while some may occur outside the control of ride-hailing platforms, we believe it is our responsibility to act decisively and responsibly.

In response, we’ve intensified our investment in platform security, enhanced user verification procedures, and strengthened the tools available to both riders and drivers.

Our in-app emergency button, for instance, provides immediate access to help, while our 24/7 support team ensures reported incidents are escalated and addressed quickly. We are also working hand-in-hand with local authorities to support investigations when necessary.

We want our users, both drivers and riders to know that Bolt is listening, we are learning, and we are acting swiftly. Our goal is to create a safe, trusted experience every time someone opens the Bolt app.

What practical safety features has Bolt implemented, and how effective have they been?

Bolt’s safety features are designed to be proactive, user-friendly, and data-driven. We recently launched The Trusted Contacts feature, which has seen remarkable uptake with a 298 percent increase from January to June 2025, growing from 7,839 to over 31,000 users.

Our Pick-Up Code system helps verify the correct match between riders and drivers and a significant number of riders in Nigeria have already activated this feature.

Most notably, we’ve seen a 42 percent reduction in Emergency Feature Rate (EFR) for offline trips This is a clear sign that more users are relying on Bolt’s digital features rather than stepping outside the platform, an encouraging trend.

All of these tools are supported by constant monitoring and data analysis to ensure we are ahead of potential issues and continuously improving the experience.

Driver safety is often overlooked in the broader conversation. What specific steps has Bolt taken to protect drivers on the platform?

You’re absolutely right, driver safety must not be an afterthought. Our drivers are vital to our business, and their safety is equally as important as that of our riders. We have taken several concrete steps to ensure drivers feel secure and supported while operating on the platform.

We have taken several concrete steps to ensure drivers feel secure and supported while operating on the platform.

First, all drivers go through a thorough vetting and onboarding process, which includes identity verification, vehicle checks, and safety awareness. We also provide regular refresher sessions to keep safety protocols top of mind during roundtables and driver engagements.

Second, drivers have access to the same in-app emergency features as riders, enabling them to request help discreetly and swiftly when needed.

We also encourage drivers to report incidents, suspicious behaviour, or discomfort through the app or directly to our support team. All complaints are tracked, reviewed, and responded to by trained agents, who take the necessary steps to protect the driver including account review or escalation to law enforcement where applicable.

Finally, we are working closely with driver groups to build trust and understand their daily realities. This two-way communication helps us stay responsive and build long-term loyalty with our driver partners.

What message would you like to send to Nigerians who are concerned about using ride-hailing services due to safety fears?

We completely understand that safety concerns may influence how people choose to move around the city. My message to every Nigerian whether you’re a long-time user or considering ride-hailing for the first time is simple: we hear you, we care, and we are acting.

Every feature we build, every policy we enforce, and every training session we organize is aimed at building a ride-hailing platform that you can trust.

But we also know that safety is a shared responsibility. We encourage users to always confirm driver identity, make use of trip sharing, and provide feedback when something doesn’t feel right. The more we communicate and engage, the better the system becomes for all.

Bolt is committed to being part of the solution and to setting a high standard for safety in this industry.

Let us step out of safety, what makes your ride hailing a standout player in Nigeria’s mobility sector today?

What sets Bolt apart is our commitment to innovation, affordability, and local relevance. We understand that mobility in Nigeria is not just about convenience, it’s about economic access and opportunity. That’s why our pricing model is built to be transparent and competitive, giving riders affordable options while ensuring that drivers earn sustainably.

We’re also investing in technology that’s designed to scale responsibly across cities with very different traffic, infrastructure, and socioeconomic conditions. For example, our category options from Bolt Lite to Bolt Comfort allow us to meet users at different price points and preferences.

Moreover, we are heavily involved in job creation and empowerment. Thousands of Nigerians rely on Bolt for income generation, and we continue to look for new ways to support them not just as partners but as part of our ecosystem.

How is your organisation shaping the future of urban transportation in Africa?

We believe the future of transportation in Africa is digital, inclusive, and community-driven. At Bolt, we’re not just offering rides, we’re building a mobility infrastructure that responds to Africa’s urban challenges, including congestion, access gaps, and sustainability.

We’re exploring options like greener vehicles, improved service quality standards, and expanding our tech infrastructure to enable safer, faster, and more reliable rides. We’re also collaborating with public institutions to ensure regulations are balanced and reflect the needs of both commuters and operators.

Our long-term vision is to be at the forefront of smart, accessible transportation in Africa and we believe Nigeria will continue to be a major hub for that transformation.