Quality of Service for Drivers

The rating given by your passengers is much more than just a number: it reflects the quality of your service and the experience your customers had. A high rating shows your professionalism and courtesy. On the other hand, a low rating indicates that the customer experience did not meet expectations, which may be linked to various factors. Maintaining a good rating is above all about meeting passengers’ expectations, inspiring trust, and creating a positive experience - which can also encourage tips. Good ratings are often associated with more frequent and higher tips. This usually reflects passengers’ appreciation for quality service. Offering a pleasant experience can therefore have a positive impact on your rating and, indirectly, on your earnings.

Cleanliness and maintenance Passengers especially appreciate a clean and well-maintained vehicle. It can be useful to regularly check the condition of the car and clean it if necessary (seats, floor, storage areas). A pleasant smell inside the car, thanks to an air freshener or good ventilation, is also often noticed positively. Respect & Professionalism Courtesy and respect are key elements often mentioned in positive comments left by passengers at the end of a trip. The final rating can be strongly influenced by adopting a professional and respectful attitude toward passengers as well as other road users. Punctuality Being on time is one of the most valued criteria for passengers when they request a ride. In case of delay, it is better to inform the passenger in advance to avoid misunderstandings and to show your reliability. Passenger assistance Some passengers appreciate being offered help with their luggage. It can also be well-regarded to remind them to check that they haven’t forgotten anything before leaving the vehicle. Having change For passengers who choose to pay in cash, being able to pay easily is a real advantage. Having small change available is therefore always appreciated. Safe driving Calm, smooth, and law-abiding driving inspires confidence. Using a hands-free kit also helps avoid distractions, which is often perceived as a sign of professionalism. Neat appearance Some passengers also appreciate a neat and professional appearance, which inspires confidence and reflects the seriousness of the service. Every small gesture counts towards improving your passenger rating!

What is the impact of a low passenger rating? If your average rating is below 4, Bolt reserves the right to open an internal investigation and, if necessary, to (temporarily) suspend your Bolt Driver Account, in accordance with Article 14.5 of our General Terms of Service for Providers.