Yango Drivers in Zambia Raise Alarming Complaints Over Working Conditions

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Yango, the ride-hailing service operated by the Russian tech giant Yandex, is facing significant backlash from its drivers in Zambia. Since its entry into the Zambian market in March 2022, Yango has been praised by passengers for its competitive pricing, but this comes at a considerable cost to the drivers who are now voicing serious concerns about their working conditions.

A primary complaint among Yango drivers is the substantial reduction in their earnings due to the low fares imposed by the company. Drivers have reported that these fares are further slashed by frequent discounts and promo codes, significantly affecting their income. Mathews Mwansa, a Yango driver, lamented that his monthly income has been dwindling as the company continues to reduce the fares per kilometer.

The drivers have highlighted the issue of unexplained charges and deductions from their earnings. These deductions, coupled with technical problems such as faulty in-app navigation, worsen the challenges faced by the drivers. One driver shared his frustration, noting that he sometimes spends up to thirty minutes trying to locate a customer due to the poor functionality of the Yango app.

Drivers also face financial penalties when riders cancel long-distance trips after the driver has already arrived at the pickup location. This issue has led to wasted fuel and time, with no reimbursement from Yango, further straining the drivers' already tight earnings. As one driver pointed out, this lack of compensation for the costs incurred due to rider cancellations is a significant problem.

In addition to financial issues, drivers have reported instances of harassment from customers, particularly on weekends. The drivers feel that Yango's support in addressing these safety concerns is inadequate, leaving them vulnerable during their shifts.

In response to these grievances, Yango drivers in Lusaka have staged multiple protests. The drivers have called on the company to adopt cost-reflective pricing by removing bonuses and promo codes on rides. They have also demanded better support from Yango in addressing their concerns and improving their overall working conditions.

Yango's management has acknowledged some of these issues, stating that they are working to address the drivers' concerns. The company claims to offer a 24/7 customer care service for drivers to report issues and states that it reimburses drivers for discounts offered to riders. Additionally, Yango has introduced safety features to protect drivers, such as displaying rider information and implementing a non-penalty policy for drivers who choose not to perform rides in high-risk zones.

Despite these assurances, the dissatisfaction among drivers persists. Many feel that the measures taken by Yango are insufficient and have continued to push for more substantial changes to ensure fair compensation and improved working conditions.

The ongoing complaints and protests by Yango drivers in Zambia highlight the need for a more balanced approach to ride-hailing services that considers both customer affordability and fair compensation for drivers. As Yango continues to expand its footprint in Africa, addressing these concerns will be crucial in maintaining a sustainable and equitable service for all stakeholders involved.


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