Windhoek: Ride-hailing platform Yango urged users to utilise the in-app reporting channels to ensure quick resolution of complaints, noting that it has strengthened safety measures for passengers and drivers alike.
According to Namibia Press Agency, the remarks were made by Yango Country Manager, Alex Mungai, during a media engagement on Friday. Mungai stated that the platform uses a range of digital tools, including driver verification, selfie checks, route sharing, SOS buttons, and incident support teams to enhance safety and security.
Mungai highlighted that drivers undergo an extensive verification process before joining the platform and are required to complete regular random photo checks to confirm that the person driving matches the profile displayed on the application. 'We provide passengers with the driver's name, photograph, vehicle details, and ratings before the trip begins so that they can verify the information before boarding,' Mungai said.
He emphasized that passengers who find discrepancies between the driver shown on the app and the person operating the vehicle should cancel the trip and immediately report the incident via the app. Yango's system automatically monitors trips through GPS technology and can flag unusual activity, such as trips started without passengers boarding or prolonged stops along routes.
Complaints relating to safety are prioritised and routed to specialised support teams, with initial responses typically issued within minutes. The platform also allows passengers to share live trip details with trusted contacts, while drivers have access to similar safety tools, including route sharing, SOS functions, and conflict-reporting features.
Addressing concerns over vehicle safety and service quality, Mungai noted that drivers whose ratings fall below required thresholds are subjected to retraining, while serious complaints can result in temporary account suspension pending investigations. He additionally urged passengers to report incidents through official support channels rather than relying solely on social media, noting that direct reports enable quicker investigations and resolution.