Uber’s Decline in South Africa: Safety Concerns, Unreliable Rides, and Overcharging

Uber, once the gold standard of ride-hailing in South Africa, is now facing serious challenges that could threaten its survival. Riders and drivers alike are voicing growing concerns over safety, unreliable rides, and unfair billing practices.

Once known for its premium service with professional drivers and high-quality vehicles, Uber South Africa now struggles with dilapidated cars, cancelled trips, and drivers who game the system to maximize earnings at passengers’ expense.

From Premium Service to Passenger Frustration

Uber launched in South Africa in 2013 with Uber Black, offering rides in luxury vehicles like Mercedes-Benz and BMWs. Even the introduction of UberX in 2014 maintained a high standard of service with well-maintained vehicles and properly vetted drivers.

However, over the past decade, standards have fallen drastically. Riders now frequently complain about being picked up in unroadworthy cars with no air conditioning and drivers who disregard road rules.

One Uber user expressed their frustration:

“The state of the vehicles is unfathomable. I have serious safety concerns.”

A group of Uber drivers, speaking anonymously to BusinessTech, admitted that service levels have dropped due to their declining earnings.

“As Uber drivers who make little money, we will not treat our clients well,” one driver said. “Drivers are frustrated because of their long work hours and poor earnings. It negatively affects their mental state.”

Trip Cancellations and Uber’s Queuing Scam

Another major frustration is trip cancellations. Riders report that Uber drivers often accept trips but either never arrive or intentionally delay, forcing passengers to cancel and incur penalties.

In some cases, drivers manipulate the airport queuing system by leaving phones in waiting areas overnight. This ensures they stay in the queue without actually attending to ride requests.

One rider shared their experience:

“I booked an Uber for my elderly mother’s hospital visit. The driver never showed up, and I was charged a cancellation fee.”

Safety Concerns Continue to Grow

South African Uber riders have also faced serious safety threats. Reports of attacks, robberies, and even suspected kidnappings involving Uber drivers have surfaced.

In 2023, Johannesburg resident Kayleigh Marx and a friend were attacked in an Uber in Pretoria. She believes the driver was involved in the incident.

Cape Town resident Cheral-Lee le Roux also reported an attempted kidnapping by an Uber driver. She claimed four men entered the vehicle, brandishing knives, and assaulted her.

Radio and TV host Anele Mdoda recently opened a police case against an Uber driver for harassment.

Uber South Africa has repeatedly responded to these incidents by promising investigations but has yet to fully regain public trust.

Overcharging and Hidden Costs

Many South Africans have also complained about Uber’s unexpected billing practices, including:

• Prices increasing mid-ride without notice.
• Drivers taking longer routes to inflate fares.
• Duplicate charges that Uber refuses to refund.

One user reported being quoted R186 for a ride, only to be charged R124 extra without explanation. Despite repeated complaints, they never received a refund.

Another user was quoted R98 but was charged double upon arrival.

Is Uber’s Future in South Africa at Risk?

Uber South Africa’s problems—safety concerns, unreliable rides, and billing disputes—could push more riders towards competitors. If Uber fails to address these issues, its once-dominant position in the country may quickly fade.

For now, South African riders must weigh the risks and frustrations before booking their next trip.

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