Leading ride-hailing platform Bolt has reaffirmed that drivers across all ride categories, including its Economy class, are required to use air conditioning (AC) during trips unless passengers explicitly request otherwise. This clarification comes after inconsistencies emerged between Bolt’s official policy and guidance provided by its in-app support team, sparking confusion among riders and drivers.
Bolt Nigeria’s General Manager, Osi Oguah, emphasized that the company mandates AC usage for all rides, regardless of tier. “Bolt maintains a standard policy requiring all drivers across all ride categories to use air conditioning during trips unless a rider specifically requests otherwise,” Oguah stated.
However, a recent exchange between a user and Bolt’s in-app support team suggested otherwise. When asked if AC was compulsory for Economy rides, Bolt Support replied: “Air conditioning is not guaranteed on economy rides as these rides are designed to be more budget-friendly with basic services”. This conflicting messaging highlights operational ambiguities as drivers grapple with rising fuel costs and razor-thin profit margins.
The clarification arrives amid a growing trend of drivers across platforms like Bolt and inDrive disabling AC to reduce operational expenses. With fuel prices surging and ride fares shrinking, drivers argue that maintaining AC is financially unsustainable for low-cost trips.
“If it’s on Bolt or Uber, I’ll use AC because their prices are higher. But on inDrive, the fares are too low, I can’t afford AC at those rates,” explained Sulaimon, a driver who operates across multiple platforms. Data shows stark fare differences: a N9,900 Bolt ride might drop to N7,100 on inDrive’s economy tier, forcing drivers to choose between comfort and profitability.
While riders increasingly accept non-AC rides as a trade-off for affordability, companies maintain that this violates service agreements. inDrive’s Nigeria Country Representative, Timothy Oladimeji, acknowledged economic pressures but stressed: “Deviation from service standards remains a breach, regardless of circumstances”.
Regional Variations and “Comfort Fees”
In cities like Calabar and Uyo, the AC debate has spawned informal solutions. Drivers now frequently charge a “comfort fee” of N500–N1,000 to activate cooling systems—a practice neither endorsed nor penalized by platforms. This localized adaptation underscores the tension between corporate policies and on-ground economic realities.
Despite Bolt’s reiterated policy, enforcement appears inconsistent. Drivers report minimal consequences for disabling AC, suggesting platforms tacitly permit the practice to retain workforce participation. “The companies need us as much as we need them,” another driver noted anonymously. “If they enforce AC strictly, many drivers will quit”.
Bolt’s Oguah maintained that the company continues to “innovate for passenger comfort,” hinting at potential features like CNG-powered vehicle indicators to promote sustainable, cost-effective alternatives. However, no timeline was provided for such updates.
Broader Implications for Ride-Hailing
The AC debate reflects deeper structural challenges in Nigeria’s ride-hailing sector:
Driver Retention: Platforms risk losing drivers to competitors if fare structures don’t account for operational costs.
Rider Expectations: Budget-conscious users prioritize affordability over comfort, creating market pressure for no-AC options.
Regulatory Gray Zones: Without formal legislation on ride-hailing service standards, companies face criticism for “flexible” policy enforcement.
As Bolt works to align its support team’s messaging with executive directives, the outcome could set precedents for how African ride-hailing platforms balance affordability, worker welfare, and service quality in inflationary economies.
Industry analysts suggest platforms may need to introduce explicit AC-optional tiers with adjusted pricing, a move that could formalize current informal practices. For now, Bolt riders seeking guaranteed AC are advised to choose premium tiers or directly confirm cooling availability before booking.
