Do Ride-Hailing Apps Refund Discounts To Drivers?

One of the most common narratives you hear from ride-hailing drivers in Kenya is that they are unfairly treated whenever passengers use discount codes or promotional offers. Many insist that when a customer enjoys a discount, it is the driver who bears the loss.

The reality is that ride-hailing companies always refund the driver the full amount of the discounted fare. For years, some drivers have used this narrative to seek “sympathy” from the passenger, forcing the passenger to overlook the discount and pay the full amount. In the end, the driver ends up getting more.

To understand how it works, let’s break it down. Suppose a ride from Westlands to CBD costs 500 shillings, but the passenger has a 100 shillings discount voucher. The passenger will only pay 400 shillings, but the driver is still entitled to the full 500 shillings fare.

The ride-hailing company covers the difference by crediting the driver with the discounted amount, either instantly after the trip or in the next payout cycle. This means that drivers are never at a financial disadvantage because of discounts. In fact, discounts are designed to attract more passengers to use the app, which indirectly benefits drivers by increasing demand and the number of rides they get.

Bolt, one of the most popular ride-hailing platforms in Kenya, is a prime example of a company that consistently ensures drivers are compensated in full despite passenger discounts. When Bolt runs promotional offers, drivers are not left in the dark. The system automatically calculates the fare, deducts the commission, and then adds back the discounted portion so that the driver sees the full amount reflected in their earnings. The driver’s income is never affected by these offers.

So why do many drivers still insist they are not refunded? They know the passenger believes them when they say they are not refunded. It is a narrative they have been selling to the point that it has become the truth. They also know that the passenger doesn’t know that the discounts are always refunded.

At the end of the day, discounts are not the enemy; they are a marketing tool. When used strategically, they bring in new customers, keep existing ones engaged, and ultimately create more ride opportunities for drivers. The next time you hear a driver complaining about discounts, it’s important to remember: the apps do refund them. The myth that drivers lose money from passenger discounts is just that: a myth.

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