I booked a Bolt at around 10:50pm on Saturday night in London.
Now Bolt offer an option where you could wait a little longer in exchange for knocking a few quid off the fare. I took it to pay £11 for my ride rather than paying roughly £13 for the quicker option.
At the time, I had no issue waiting the extra 10 minutes, so I naturally chose the cheaper fare. Little did I know that was a complete fuck up..
It took around 45 minutes for me to find a driver, and that driver was 7 mins away but decided to cancel half way through getting to me. Found another driver, who also cancelled instantly.
By that point, I’d been waiting close to an hour simply trying to get home. And when I was looking to try again,the fare had increased to around £16.
So instead of paying £13 at the start for the quicker option, I chose the £11 option based on the waiting time Bolt was showing me. I then waited nearly an hour, had two drivers cancel, and was ultimately being asked to pay more than the quicker option would have cost in the first place.
I contacted Bolt support and explained the situation. Their response was essentially that prices can change depending on demand.
I understand that. Dynamic pricing is not what I’m complaining about.
The issue is that I made a decision based on the service you were presenting. Had I known that the estimated 10 minute wait could become waiting an hour with two cancellations, I would obviously have paid the extra £2 at the beginning.
I asked for the complaint to be escalated and was told that it had gone through an official supervisor review. The response was effectively the same. No account credit, no goodwill gesture, and no meaningful acknowledgement that the service itself had fallen well below what was presented.
Not saying that a 10 minute estimate should be treated as a guaranteed arrival time. Delays happen, particularly on a Saturday night. But there is a substantial difference between a 10 minute estimate becoming 15 or 20 minutes and it becoming nearly an hour with two separate
Am I being unreasonable here?