Ride-hailing drivers across Ghana, including those operating Uber, Yango, Bolt are increasingly frustrated by passengers who cancel rides at the last minute. Drivers say these cancellations often occur after they have already started moving toward the pick-up location, leaving them to cover fuel, vehicle wear, and lost time without any compensation.
“Sometimes I’ve already driven several kilometers to pick up a passenger, and they cancel at the last minute,” said Charles, an Uber driver in Accra. “I pay for the fuel and lose my time, and no one compensates me.”
The problem is particularly severe during peak hours, when high demand encourages passengers to book multiple rides or change plans at the last moment. Many drivers say this uncertainty makes it harder to plan their schedules and often discourages them from accepting rides in certain areas.
Drivers currently receive no compensation for cancellations, leaving them to bear all the costs of a ride already underway. “It may seem like a small issue to the passenger, but for us, repeated cancellations over a day can wipe out a significant portion of our earnings,” Charles explained.
The issue also affects service reliability. With drivers hesitant to accept trips in areas known for last-minute cancellations, passengers may experience longer wait times or fewer options, especially during busy periods.
Some drivers have even reduced the amount of time they stay online or refuse trips to high-risk areas altogether.
Drivers say a fairer system is needed, one that balances passenger convenience with driver welfare. Charles added, “We understand that passengers sometimes change their minds, but there has to be a system that doesn’t leave us bearing all the costs.”
In the meantime, drivers are urging passengers to consider the impact of cancelling a ride, especially when the driver is already on their way.
For many, a simple gesture of responsibility could mean the difference between breaking even and losing money at the end of a long day.
