The manager of the ride-hailing company Yango, Alex Mungai, has emphasised that every trip completed on the Yango digital platform records movement using GPS technology, making it possible to verify the movements of both drivers and passengers.

While addressing questions raised by the public on various social media platforms, the Yango manager acknowledged that some incidents may result from driver error but said customers can report any irregularities through the in-app support function for prompt investigation and resolution.

"We have a dedicated team that works to ensure both the driver and the passengers are protected. Before a driver can register on the platform, we collect and verify their information, including photographs and the necessary documentation."

Mungai further stated that the company system automatically flags suspicious activity, including trips that may have been started without passengers being present, allowing investigations to be conducted.

"So, just to affirm, such incidents can happen, and they have happened before. However, when a passenger reports them, it creates an opportunity for the matter to be investigated and resolved."

He also highlighted that the app gives passengers the opportunity to rate drivers if they engage in ways that do not meet the clients' expectations.

Mungai, however, cautioned that the rating system works both ways.

Drivers are also required to provide feedback on their experience with passengers, particularly if they have any concerns or reservations about a passenger's conduct.

"Passengers who consistently receive poor ratings are given lower priority on the platform, making it more difficult for them to be matched with drivers. If their rating continues to fall below the required threshold, they may ultimately be blocked from using the platform."