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I booked a ride 1 hour in advance, but it was cancelled right at the exact time of departure! Because of this, I missed my train and almost my flight too. To make it worse, customer service only sends automatic replies linking to a broken page or a completely unrelated form.
They promise compensation if for any reason you don't get to the airport on time, watched our driver on the map blatantly picking up and dropping off other customers for 40 minutes, finally after 40 minutes gave up and cancelled the ride to avoid wasting ours and our drivers time, asked bolt support what they were going to do about it and they stated "Thank you for reaching out about your cancelled ride. Upon review, I see that the order was cancelled. Unfortunately, we are unable to provide compensation for cancelled orders." Would not trust them for anything, avoid
I had a truly terrible experience with Bolt, and I feel it's important to warn others. A driver marked my trip as completed even though I was never in the car. I immediately contacted Bolt Support and provided clear, verifiable evidence — including photos with metadata (time, GPS location, and device information) proving that I was nowhere near the vehicle when the ride supposedly took place. Despite this, Bolt refused to take my report seriously. They repeatedly responded with automated, copy-paste messages, claiming that because their "system" showed the trip started and ended at the right locations, they could not confirm that the ride didn't happen, and therefore would not issue a refund. At one point, they told me to cancel the ride in the future if this happens again, which is absurd, considering the driver had already marked the trip as completed without me even being picked up. I escalated the issue multiple times, sent detailed proof, and even offered to cooperate with an internal investigation. Bolt's only "solution" was to tell me to contact the police and provide a report number if I wanted them to act. In other words, they pushed all responsibility away instead of addressing clear fraud within their own platform. To make things worse, Bolt later replied to my Trustpilot review with a friendly, public apology, saying they "understand my frustration" and asking me to contact them again so they could "review my case properly." I did exactly that. Nothing changed. No refund, no follow-up, just another generic response. It's now clear to me that Bolt's public replies are just damage control, not genuine attempts to resolve customer issues. This is not just bad customer service, it's a serious trust and accountability issue. Bolt apparently has no internal system to detect or investigate fraudulent rides. If a driver claims to have picked you up, Bolt will simply believe them, even if you have solid proof to the contrary. This was my first and last time using Bolt. I strongly advise everyone to be extremely careful. If anything goes wrong, you're completely on your own, Bolt will not protect you, and they will not take your evidence seriously.
I booked a ride 1 hour in advance, but it was cancelled right at the exact time of departure! Because of this, I missed my train and almost my flight too. To make it worse, customer service only sends automatic replies linking to a broken page or a completely unrelated form.
They promise compensation if for any reason you don't get to the airport on time, watched our driver on the map blatantly picking up and dropping off other customers for 40 minutes, finally after 40 minutes gave up and cancelled the ride to avoid wasting ours and our drivers time, asked bolt support what they were going to do about it and they stated "Thank you for reaching out about your cancelled ride.
Upon review, I see that the order was cancelled. Unfortunately, we are unable to provide compensation for cancelled orders."
Would not trust them for anything, avoid
I had a truly terrible experience with Bolt, and I feel it's important to warn others.
A driver marked my trip as completed even though I was never in the car. I immediately contacted Bolt Support and provided clear, verifiable evidence — including photos with metadata (time, GPS location, and device information) proving that I was nowhere near the vehicle when the ride supposedly took place. Despite this, Bolt refused to take my report seriously. They repeatedly responded with automated, copy-paste messages, claiming that because their "system" showed the trip started and ended at the right locations, they could not confirm that the ride didn't happen, and therefore would not issue a refund. At one point, they told me to cancel the ride in the future if this happens again, which is absurd, considering the driver had already marked the trip as completed without me even being picked up. I escalated the issue multiple times, sent detailed proof, and even offered to cooperate with an internal investigation. Bolt's only "solution" was to tell me to contact the police and provide a report number if I wanted them to act. In other words, they pushed all responsibility away instead of addressing clear fraud within their own platform. To make things worse, Bolt later replied to my Trustpilot review with a friendly, public apology, saying they "understand my frustration" and asking me to contact them again so they could "review my case properly." I did exactly that. Nothing changed. No refund, no follow-up, just another generic response.
It's now clear to me that Bolt's public replies are just damage control, not genuine attempts to resolve customer issues. This is not just bad customer service, it's a serious trust and accountability issue. Bolt apparently has no internal system to detect or investigate fraudulent rides. If a driver claims to have picked you up, Bolt will simply believe them, even if you have solid proof to the contrary. This was my first and last time using Bolt. I strongly advise everyone to be extremely careful. If anything goes wrong, you're completely on your own, Bolt will not protect you, and they will not take your evidence seriously.
This is not just bad service – it's complete disregard for customers and their safety. If you think Bolt cares about passengers, you are wrong.
I booked a ride with two stops. When we arrived at the first stop, I stepped out for a minute, leaving my bag with £85 worth of food inside the car. The driver just drove off, not waiting for me! He ended the ride on his own, leaving me alone on the street at 11 PM in an unsafe area.
🔴 The driver took my food and ignored my 10 calls!
🔴 Bolt support did NOTHING – I called three times, and they lied to me, saying they would resolve the issue.
🔴 After two days of back-and-forth messages, they offered me a ridiculous £2 compensation on my Bolt balance! This is insulting and completely unacceptable.
Bolt is a service where a driver can leave you stranded at night, drive away with your belongings, and face zero consequences. And their support team will mock you by offering £2 for all your stress and financial loss.
DO NOT USE BOLT! This is a scam, not a service!
If you care about safety and respect, stay far away from this company!
This company has had my card details from god only knows where an been fraudulently taking money out of my account. Even after cancelling my card still they managed to take more out an id also tried telling them directly at *******@bolt but they wasn't interested. Filthy scam company. Never in my live have I ever hurd of bolt.eu before having a message from my back asking if I'd made a payment if 69.40 an I hadn't as I also live in Walsall an this transaction was made in London wile I was fast asleep at 2 in the morning. I dont use taxis ever an never visit London when im asleep. The people running this place are for sure some serious scsmmers be very careful
As a journalist representing the voices of many frustrated customers, I feel compelled to highlight significant concerns regarding Bolt's adherence to legal obligations and the quality of their customer service. Despite repeated assurances from the company, numerous individuals have experienced a consistent pattern of neglect and evasiveness when seeking resolution for their issues.
Customers report receiving multiple responses from different representatives, none of whom seem empowered or willing to provide a concrete solution. This revolving door of communication has left many feeling dismissed and unheard, despite their legitimate concerns.
What is particularly troubling is Bolt's apparent disregard for legal compliance. Despite being informed of potential legal consequences, the company has shown little to no initiative in rectifying the situation. This attitude raises serious questions about their commitment to operating within the bounds of the law, especially given their base in Estonia, which they may perceive as a shield from accountability.
This is not just a matter of poor customer service; it is a fundamental issue of trust and responsibility. Customers have the right to expect that the companies they engage with will act in good faith, especially when legal matters are at stake.
As this situation unfolds, it is crucial for Bolt to recognize that they are not beyond the reach of justice or public scrutiny. The people affected by these practices deserve transparency, accountability, and, above all, a resolution that respects their rights.
If Bolt continues to ignore these legitimate concerns, it will only further damage their reputation and invite closer scrutiny from both the media and legal authorities.
Because it is hard to get a cab at the moment, due to government regulations, I booked a cab in advance a few days ago. And I paid in advance too.
Guess what! I was waiting to be picked up and after the due time, the app gave me a short message that no driver could pick me up. There were none.
In the meantime, at least 5 Bolt drivers were driving by. EMPTY. Just driving around to see if they could pick up people for a ride.
Don't book with them. They let you stand after work. No public traffic any more. Hence, that is why I booked the cab in advance.
No information that they weren't able to pick me up in advance, nothing. The worst! Not worth 1 star.
