Why Ride-Hailing Needs a Reset, and How inDrive Is Stepping Up

Ride-hailing has become one of those modern conveniences we barely think twice about. Need to get somewhere quickly, avoid parking, or skip the stress of driving? Open an app, tap a button, and you’re on your way. In theory, it’s seamless. In reality, the experience hasn’t always lived up to the promise.

Over the years, e-hailing has picked up a few uncomfortable reputations. Filthy cars. Rude or distracted drivers. Awkward, sometimes unsafe encounters. In the worst cases, real danger. South Africans have seen enough headlines to know that the system, while useful, has not always protected passengers the way it should.

This is the context in which inDrive is stepping in, not only to raise standards on its own platform, but to address issues that have plagued the broader ride-hailing industry, from safety and professionalism to basic passenger respect.

As the year gets underway, drivers on the inDrive ride-hailing platform are sharpening their skills through a dedicated driver training workshop designed to set a higher standard for the months ahead. The session focused on professionalism, safety, and passenger comfort, ensuring drivers are equipped to deliver consistent, high-quality ride experiences as demand builds throughout the year.

“The training comes at an important time as South Africans kick-start their new year,” says Ashif Black, Country Representative of inDrive. “Whether it’s basic etiquette when interacting with passengers, maintaining decorum in stressful situations, or adhering to safety protocols, the goal is to ensure that inDrive rides go smoothly this year and beyond.”

Drivers worked through real-life scenarios commonly encountered during trips, discussing practical ways to handle each situation effectively. The training placed strong emphasis on maintaining professionalism in every passenger interaction, while prioritising safety and comfort. Particular attention was given to the needs and concerns of female passengers, an important focus given the current safety climate in South Africa.

Participants explored techniques for de-escalating potential conflicts, identifying risky situations early, and building trust with passengers. These skills are critical not only for driver and passenger safety, but also for reinforcing confidence in ride-hailing services and encouraging repeat use.

These standards align closely with what South African riders expect: a clean vehicle, a calm environment, and a driver who takes both the job and the passenger seriously. Industry research supports this expectation.

A recent study by Ipsos found that 90% of ride-hailing users consider ride-hailing services safer than conventional transport options such as buses or traditional taxis, while 92% report feeling safer using ride-hailing services after dark.

By investing in driver training, inDrive reinforces its commitment to building a safe, professional, and reliable ride-hailing experience. These workshops aim to strengthen driver confidence and competence on the road, while fostering trust and loyalty among passengers, ensuring that every trip, whether day or night, is handled with care and respect.

As inDrive looks ahead to 2026, the company believes these workshops will equip drivers with the tools needed to navigate everyday challenges, while offering passengers the reassurance they increasingly demand from a modern ride-hailing service.