A Bolt driver is on the spot after allegedly stealing a birthday cake he was meant to deliver from Thika to Roysambu, sparking outrage online and prompting a response from Bolt Kenya.
The victim, a renowned baker identified as Asunta, claimed the driver vanished after accepting the delivery request through the Bolt app.
According to Asunta, the driver initially agreed to transport the cake but later ignored her calls and disappeared with the package. She further accused the ride-hailing company of being “unhelpful” when she reported the incident.
“When I called Bolt, they said they didn’t even know the driver using their app. It’s frustrating,” she said in a viral video shared on social media.
Bolt Kenya Responds
In a statement issued on Wednesday, Bolt Kenya clarified that its ride-hailing service is strictly for passenger transport and not for parcel or food deliveries.
“We wish to clarify that the ride-hailing category on our platform is solely designated for passenger transportation,” the company said.
“For parcel and item deliveries, customers are advised to use Bolt Send, while Bolt Food should be used for all food-related deliveries. Using each category for its intended purpose helps maintain proper tracking, accountability, and a safe experience for all users.”
Bolt added that its customer support team is in direct contact with Asunta to assist and ensure the matter is handled appropriately.
“Bolt treats all reports of misconduct with the utmost seriousness and care, and we are reviewing this matter in line with our established compliance procedures,” the company stated.
The incident has reignited debate over customer safety and accountability in Kenya’s growing digital ride-hailing and delivery sector.
