The Hidden Crisis in Uganda’s Ride-Hailing Industry: When Convenience Becomes a Risk.

By Amiri Wabusimba. As app-based transport services revolutionize urban mobility across Uganda and globally, the promise of convenience, affordability, and transparency has become their cornerstone. In Uganda, platforms like Uber, Safe Boda, and Faras have offered a lifeline for millions, enabling swift, transport in Kampala with growing urbanization and limited public transit options. Yet, behind this technological progress lies a concerning trend that threatens to undermine passenger trust, company integrity, and global standards of safety and accountability.

A recent personal experience in Kampala highlights the depth of this issue as I booked a ride with on one of the apps with confidence, relying on the app’s system to ensure fair pricing and a secure journey. During the trip, however, the driver asked about the fare quoted by the app. Expressing dissatisfaction with the amount, he continued driving but ended the trip prematurely on the app. Upon arrival, the driver demanded additional payment, citing distance as justification. Caught off guard, I paid the extra amount but left the encounter questioning the broader implications of this practice.

Across Uganda and other parts of Africa, reports are mounting of ride-hailing drivers engaging in similar manipulations. Drivers prematurely end trips on the app, leaving passengers untracked and exposed to potential risks, while demanding payments that bypass the platforms’ official fare systems. This behavior not only cheats the hosting companies but also erodes the trust that forms the backbone of their service models. Globally, ride-hailing companies face the challenge of balancing rapid expansion with ensuring operational integrity. While the African market presents enormous opportunities for these companies to grow, weak regulatory frameworks and limited oversight allow exploitative practices to flourish.

In many cases, when a trip is ended prematurely on the app, passengers are left unprotected. The app no longer tracks their journey, leaving no official record of their location or progress. In situations of dispute or emergency, this lapse in monitoring creates a dangerous vulnerability. Beyond individual safety, the broader implications of unchecked practices include financial losses for hosting companies, reputational damage, and diminished consumer confidence in the service.
This issue resonates beyond Uganda, reflecting a global challenge for ride-hailing platforms. In cities like New York, London, or Mumbai, passengers occasionally report similar experiences of fare manipulation or disputes over charges. The difference, however, often lies in the robustness of consumer protection mechanisms and the ability of governments to hold companies and drivers accountable.

To maintain their Uganda reputation and foster sustainable growth, ride-hailing companies must prioritize passenger protection and operational transparency. First, these platforms should implement real-time monitoring systems to detect anomalies such as prematurely ended trips. Automated alerts should notify both the passenger and the company in such cases, ensuring immediate action can be taken. Secondly, companies must enforce stricter penalties for drivers who exploit loopholes, including suspensions or permanent bans for repeated offenders. Such measures should be accompanied by improved grievance mechanisms, allowing passengers to report irregularities and receive swift resolutions. Transparency is key to rebuilding trust and ensuring that passengers feel secure when using these services.

Governments has a crucial role in Regulatory frameworks that must be updated to address the unique challenges posed by app-based transport systems. Licensing bodies should collaborate with tech companies to establish standards for driver conduct, fare transparency, and passenger security. Globally, regulators and ride-hailing platforms must work together to ensure that technological innovation does not outpace consumer protection.

The rise of ride-hailing apps represents a technological milestone in Uganda urban mobility. However, as these platforms grow, they must address the systemic vulnerabilities that threaten their credibility. The integrity crisis affecting Uganda and other parts of Africa serves as a microcosm of a broader issue that demands urgent attention. To achieve the Uganda vision of safe, efficient, and equitable transport for all, ride-hailing companies, governments, and consumers must unite in demanding higher standards of accountability and transparency. Only then can the promise of this transformative technology be fully realized, offering not just convenience but also the trust and security that every passenger deserves.

Amiri Wabusimba is a diplomatic Scholar, Journalist, political analyst and Human Right activist. Tel: +56775103895 email: Wabusimbaa@gmail.com.