Individual passenger transport operators in unmarked vehicles (TVDE) initially arrived in Portugal as a true ‘Olympus’ for users. In addition to comfort, they provided a whole level of care during the trip. But it seems that this is no longer the case.
According to Portal da Queixa, the number of claims addressed to the main TVDE operators in Portugal continues to grow. The negative highlight goes to Uber, but Bolt also has a great percentage.
Compared to 2022, complaints against these services are up 25% as of early 2023. Uber leads complaints at 70%, followed by Bolt at 25% and Free Now at 3%. Bolt stands out even more negatively, with a 74% increase in complaints compared to 2022.
“Between January 1 and June 5, a total of 487 complaints were registered in the Portal da Queixa,” it can be read. In the same period of 2022, 391 complaints had been registered. Below we detail the top 10 reasons for complaint.
10 main reasons to complain to TVDE in the Complaints Portal
- Incorrect billing – 29% of complaints
- Billing issues – 9%
- Driver absence – 8.2%
- Excess value – 8.1%
- Driver behavior – 6%
- Account blocking/activation – 5.8%
- Trip cancellation – 5.7%
- Dangerous driving – 4.5%
- Lack of carrier brand support to resolve driver issues: 2.8%
- Lack of carrier brand support to resolve customer issues: 2.7%
In view of these data, Uber registers a very low satisfaction index of 43.9 out of 100. It has a response rate to problems of 98.6%, but resolution of only 17.1%. Bolt has a satisfaction rate of 24.2 (out of 100), a solution rate of 19.4%, and a response rate of 24.5%.