Uber South Africa is facing a significant crisis of customer dissatisfaction, with an overwhelming number of negative reviews highlighting a severe decline in service quality, reliability, and safety. Out of 4,821 reviews on the consumer complaints site HelloPeter, over 4,200 are one-star ratings, underscoring the widespread frustration among users. This negative sentiment marks a stark contrast to the company's initial positive reception after its launch in 2013.

Key issues cited by riders include unsafe driving behavior, with instances of drivers ignoring GPS directions, excessive speeding, and dropping passengers far from their intended destinations. Financial complaints are also prevalent, with users reporting charges for uncompleted trips, and actual trip costs significantly exceeding initial estimates, sometimes by over R100. Vehicle conditions are another major point of contention; passengers frequently encounter broken air conditioners, dirty interiors, and even foul smells, making for unpleasant ride experiences.

Frequent trip cancellations are a significant source of frustration, leaving passengers stranded and often charged cancellation fees. There are also reports of drivers exploiting airport queuing systems, using unattended phones to fraudulently secure fares. These problems are not isolated to South Africa; similar criticisms regarding poor earnings, unsafe conditions, vehicle quality, and erratic pricing are echoed across the continent in countries like Nigeria and Kenya, where regulatory battles over licensing and commission rates further complicate the ride-hailing landscape. Competitors such as Bolt and inDrive face comparable criticism, though Bolt is sometimes perceived as a more reliable alternative.

For Uber drivers, the challenges are rooted in shrinking earnings and rising operational costs. Many drivers report financial strain from fuel prices, maintenance expenses, and commission fees, which compel them to compromise on service quality, such as skipping air conditioning or delaying vehicle repairs, directly impacting the rider experience. Compounding the issue is a perceived lack of responsive customer support, with users reporting that complaints submitted via the app are often ignored or met with generic responses, leaving both riders and drivers feeling abandoned by the platform.

Against this backdrop of mounting complaints, South Africa introduced new regulations for ride-hailing services on September 12, 2025, through an amendment to the National Land Transport Act. These regulations aim to address existing loopholes and enhance safety and accountability within the industry. Key mandates include requiring operating licenses for all e-hailing drivers, which will be vetted by Provincial Regulatory Entity offices and define permitted pick-up and drop-off areas. Vehicles must now display the company name and be equipped with panic buttons for both drivers and passengers, with vehicle owners responsible for their installation. These panic buttons are intended to facilitate crime detection and enable swift responses from authorities.

The new framework also stipulates that ride-hailing companies using unlicensed drivers face severe penalties, including fines of up to R100,000 or two years’ imprisonment. Companies like Uber, Bolt, and inDrive must also adhere to company laws under the Department of Trade, Industry, and Competition and the South African Revenue Service. Commuters are advised to verify vehicle and driver information before commencing their ride. These regulations will likely increase Uber’s operational costs and demand stricter oversight of drivers and trips to ensure compliance with jurisdictional limits.

While Uber states it is working to comply with these new rules and improve both driver and passenger experiences through investments in driver education and safety features, and by encouraging in-app reporting of issues, the overwhelming negative feedback suggests a significant erosion of trust. The e-hailing industry in South Africa now faces the challenge of balancing rapid growth with enhanced quality and safety standards. Passengers stand to benefit from stronger legal protections, safer rides, transparent fares, and improved communication, while regulators aim to prevent accidents, theft, and unsafe driving. Failure to meet these new requirements risks substantial fines, business loss, and reputational damage for non-compliant companies. As the market becomes increasingly competitive, Uber faces an uphill battle to rebuild its reputation and customer trust, lest it lose further ground to rivals capitalizing on its weaknesses.