Uber finally removes trip cancellation fees for Nairobi and Mombasa customers

Uber users now have a reason to smile after the digital cab hailing company on Monday, May 3 announced the removal of trip cancellation fees in Nairobi and Mombasa.
Announcing the removal of the fees, Uber highlighted its focus on maintaining affordability and reliability of its services.
“At Uber, we are always monitoring rider experience, market dynamics and fare structures to ensure our app continues to be a reliable and affordable option for you. With this in mind, we have removed all trip cancellation fees.
“Please note this has been implemented across all our products in Nairobi and Mombasa,” the firm noted.
The cancellation fees were initially introduced to ensure drivers were fairly compensated for committing their time to a trip. For clients, the cancellation fee was automatically charged on their next trip.
In a nutshell, if a trip was cancelled within 2 minutes of the initial request, you would not be charged a cancellation fee. If it was, however, cancelled after 2 minutes on a cash trip, the cancellation fee would automatically be charged to your next successfully completed trip.
Drivers were also able to cancel a ride request if they had waited a certain amount of time at the pickup location.
The move comes at a time drivers affiliated to hailing apps including Uber and Bolt demanding a review of fares and commissions taken by the app companies, promising to switch off and delete the apps if they were not heard.
The digital hailing app drivers are demanding to be recognised as Uber employees and therefore want to be fairly compensated and receive other benefits employees are entitled to.
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Last year, Uber announced its support in fighting the Covid-19 pandemic by offering free and discounted trips to healthcare workers.
“To healthcare workers providing support, this time of crisis, we want to say, Asante! We will be offering free and discounted trips to healthcare workers and the COVID-19 National Taskforce Centre.Thanks to our drivers and delivery people.” Uber Kenya announced.