How to avoid low ratings when driving with Bolt

Have you ever checked your driver score and wondered why it went down?

We've rounded up some of the most common issues passengers face, so you can learn how you can improve and maintain a high score.

These tips will keep your passengers happy and your score sky-high!

The importance of a high score

There are several reasons to pay attention to your ranking:

Passengers see it. When a rider requests a ride, they see the driver’s rating and make a decision — either wait for the driver or cancel the ride. The higher the rating, the safer the passenger feels.
Good performance is encouraged by Bolt. A high score is always appreciated and valued.

Now that you know more about driver ratings, let’s take a look at the most common complaints passengers have and how you can improve your rating.

Behavior and appearance

Remember that you are providing a service to passengers.

Choosing clean and appropriate clothing, being correct and not insisting on the conversation if the passenger is not interested in talking is seen positively.

You can earn points for helping passengers with their luggage and assisting those with mobility issues.

Choosing alternative routes

Drivers know where traffic jams tend to be and whether there are road closures along the way, for example.

Before starting the trip, passengers appreciate when their driver informs them about the best route to take and ask them if they agree with the suggestion.

If there are multiple routes to the passenger's destination, asking about any preferences can help you get higher ratings.

Higher travel prices

The initial price may change if the driver or passenger changes the destination after the trip has started. When the destination is changed, the price is calculated based on the duration of the trip and the total distance travelled.

If the passenger decides to change the destination (or asks you to do so), they will receive a notification in the app.

Reminding the passenger that the final price will be different from what they saw in the app when they booked the trip can help you avoid misunderstandings when they arrive at their destination.

Cancellation fees

While you can't completely control cancellations, there are certain behaviours you can adopt to avoid disagreements.

If the driver has waited for more than 5 minutes and cancelled the trip, the passenger will be charged a cancellation fee.

Before cancelling a trip, trying to call the passenger to see if they have changed their mind or just need more time often avoids frustrations. This could be an elderly person or someone with a mobility disadvantage or someone who requires assistance.

By calling the passenger, you are protecting yourself from misunderstandings and understanding whether it makes sense to cancel the trip.

Difficulties with the pick-up location

Difficulties may occasionally occur when picking up passengers, especially in closed complexes.

If you encounter a gate or barrier that prevents you from reaching the exact pick-up location, think about alternatives such as calling the passenger, explaining the situation and telling them where they can wait for you.

The driver did not pick up the right passenger

This situation can happen in busy places. To avoid this, make sure that it is the right person sitting in your vehicle by asking them to confirm their name and destination.

Tip: Don’t ask direct questions like, “Is this John?” Instead, turn the question into a polite request: “Just confirm the name, please,” or “Just confirm the name of the passenger on the trip, please.”

If the person in your car is not the right person, you might find it helpful to suggest that they check the license plate of the vehicle they requested to find the vehicle that will take them to their destination.

Bonus tips

To help you even more, we asked our top-rated driver-partners to share tips and tricks for getting higher scores.

Here are some:

Show courtesy: greet passengers, help them with their luggage, ask if they are comfortable with the temperature of the vehicle, and check if they have any musical preferences or specific routes they prefer to take.
Keep your vehicle clean, inside and out: open the windows to air out the vehicle when passengers have left, wash the vehicle, vacuum it, and check the back seat to make sure no belongings or trash have been left behind.
Maintain a clean appearance: You are not just driving, you are providing a service to several clients. So take your appearance seriously.
Don't bring up controversial topics in conversation: avoid talking about politics, religion or other topics that could lead to heated discussions.

Respect your passengers: if you see that they are not interested in talking, turn on the music and give them space.

Bonus Conversational Topics

To keep the conversation going:

Listen and follow. In other words, listen and respond, listen and respond again. Dialogues are made with more than one person.
Avoid dangerous topics: politics, religion and sometimes football.
If the conversation doesn't feel natural, don't talk. As we said above, the conversation has to come from both people.

Now that you know how top-rated driver-partners do it, let's see what to talk about.

Conversation Topics #1: To Start

Day
- All about time;
- Using Bolt – Is this your first ride?
- If passengers are going to or coming back from an event, it's a good topic to talk about.
Work
- What type of work do you do?
- How long have you worked at this company?
- Do you prefer to work remotely or in the office?

Animals
- Do you have pets?
- Dogs or cats?
- What is your favourite animal?
Food
- What is your favourite dish?
- Do you usually cook or prefer eating out?
- What is your favourite restaurant?
- Do you like sweet or salty foods more?
- What is your favourite fast food?

Conversation Topics #2: Entertainment

Movies
- What was the last movie you saw?
- What is your favourite movie?
- Do you have a favourite actor/actress?
- Which movie director do you like the most?
TV Series
- What is your favourite TV series?
- Do you like reality shows?
- Is there any good TV series that you can recommend?
- What are the best TV series you've ever seen?
Theatre
- When was the last time you went to the theatre?
- What is your favourite piece?
- Do you have a favourite theatre?
- Which actor or actress do you like the most?
- What was the most boring play you ever saw?
Sport
- Do you play any sports?
- Do you follow any modality?
- What was the most extreme sport you've ever tried?

Conversation Topics #3: Travel

Countries
- How many countries have you been to?
- What places would you like to visit?
- Is there any other country you would like to live in?
- What are the TOP 5 places you have visited?
Recommendations
- What was the best hotel you've ever stayed at?
- Where were the best restaurants you went to?
- What was the most impressive museum you have ever visited?
- What were the most interesting tourist attractions you've been to?
- What place will you never forget?

Preferences
- What is the best airline to travel with?
- Which travel agency do you recommend for booking trips?
- What was the best experience you've ever had while travelling?