Major problem that Uber has solved but Bolt hasn’t
Drivers on some ride-hailing platforms are sharing their profiles, meaning some trips are completed by drivers who aren’t verified.
According to Melithemba Mnguni, secretary-general of the E-hailing Partners Council, Uber has addressed the issue using selfie verification. However, Bolt hasn’t implemented a solution yet.
He spoke to 702 following the recent killing of Isaac Satlat by ride-hailing passengers. In a statement, Bolt said he wasn’t a registered driver and was using someone else’s profile at the time.
Responding to a question about how to avoid profile sharing, Mnguni explained that profile sharing isn’t new and that it’s easy for people to do.
“This is a practice that has been happening for a long time. We have complained about it,” Mnguni told 702.
“Fortunately, on the Uber side, they’ve done something about it, but unfortunately, on Bolt, they have not done much about it.”
He explained that Uber’s fix has been successful in stopping drivers from sharing profiles on the platform. However, Bolt’s approach leaves much to be desired.
“Looking at Bolt’s statement, they want to portray themselves as a responsible company, but at the same time, if you read through deeply, you realise that their system is infiltrated,” Mnguni said.
“They are aware of this, and they are not doing anything about it.”
Bolt told MyBroadband that claims that it lacks driver photo verification measures are inaccurate. However, it specified that the verification only triggers once a week.
“We currently use a driver selfie verification figure that triggers every seven days, based on rider feedback, and whenever a device change is detected,” Simo Kalajdzic, senior operations manager at Bolt South Africa, said.
“These measures are designed to prevent unauthorised account use and strengthen platform integrity.”
He added that Bolt continually invests in advanced identity verification, real-time monitoring systems, and proactive enforcement measures to detect and prevent misuse.
In its statement, Bolt expressed its deep sadness at the tragic loss of Isaac Satlat and extended its condolences to his family.
However, it also explained that Satlat was not the owner of the Bolt profile that was active at the time of the incident.
“We can confirm that the victim has been identified as Isaac Satlat, a 22-year-old Nigerian national. Satlat was not the registered owner of the Bolt driver profile,” it said.
“The profile belonged to Wiseman Makobe, a registered driver with an active account on the Bolt platform.”
It explained that on the day of the incident, Makobe completed the verification process, after which Satlat operated using his profile.
“This constitutes profile sharing. The profile has since been permanently hard-locked and banned from operating on the platform,” Bolt said.
“Profile sharing is strictly prohibited on the Bolt platform. It undermines passenger trust, compromises safety, and violates our agreements.”
Bolt says it enforces identity verification and in-app selfie checks
Despite Mnguni’s claims, Bolt’s statement references several safeguards it implements to combat profile sharing.
These include mandatory identity verification, regular in-app selfie checks, device monitoring, data-led risk detection, and immediate suspension or permanent bans for offenders.
“We continue to strengthen these controls to protect both drivers and riders,” Bolt said.
The ride-hailing platform added that it provides comprehensive support and compensation in cases where drivers are operating lawfully under their own verified profiles.
“This includes compensation in the event of death, serious injury, disability, and coverage of medical expenses,” it said.
“However, where impersonation or profile sharing occurs, the individual is operating unlawfully and outside the scope of the platform’s protections.”
Bolt said that, in such cases, its compensation policies do not apply. In the case of Satlat’s murder, the platform said it is unable to share further details to protect the integrity of the investigations and to respect all parties involved.
“We welcome the formal regulation of the e-hailing sector and view the new regulations as an important milestone in strengthening certainty, safety, and accountability across the industry,” it said.
“Bolt is fully committed to aligning with the regulatory framework and collaborating closely with all spheres of government and relevant stakeholders to support drivers, protect livelihoods, and ensure compliance.”
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