Article citation information:
Duri, B. Safety
and security of women on transport: a case of ride-hailing services in Gauteng,
South Africa. Scientific
Journal of Silesian University of Technology. Series Transport.
2023, 121, 77-87. ISSN: 0209-3324. DOI: https://doi.org/10.20858/sjsutst.2023.121.6.
Babra DURI[1]
SAFETY AND SECURITY OF WOMEN ON TRANSPORT: A CASE OF RIDE-HAILING
SERVICES IN GAUTENG, SOUTH AFRICA
Summary. Women, particularly
in developing countries, rely heavily on public transport for their daily
commute. This study explores the safety and security of women using
ride-hailing services in Gauteng. Specifically, the study seeks to understand
women’s experiences using ride-hailing services, which might influence
their mobility. This study employed a constructivist research philosophy,
utilizing qualitative, semi-structured interviews to explore the experiences of
women who use ride-hailing services. The study findings reveal several
disturbing incidents reported by female passengers using ride-hailing services;
however, it is important to note that not all drivers exhibit inappropriate
behaviour. Some drivers make inappropriate remarks, while others exhibit rude
behaviour. The study found that some drivers use longer routes, leading to
higher fares, which can be seen as exploitation. The study also reports some
incidents where ride-hailing drivers almost kidnapped some female passengers,
indicating a severe safety concern. The study contributes to the ongoing
discourse on gender and transport studies, providing empirical evidence on the
experiences of women using ride-hailing services in Gauteng, South Africa.
Keywords: ride-hail,
female passengers, safety, public transport, drivers, Gauteng
1. INTRODUCTION
Public transport refers to all
passenger transport services available to the general public, for example,
buses, trains, trams and taxis. The combination of technology, consumer
behaviour and market demand has allowed more transport options, such as
ride-hailing services, to become a popular alternative for public transport in
many cities [1-3]. Recently, ride-hailing services
have become part of public transport in many countries [4], including South
Africa. Ride-hailing refers to the "business activities of building a
service platform based on internet technology, integrating supply and demand
information, and using qualified vehicles and drivers to provide taxi-booking
services" [5].
Ride-hailing services complement
public transport and provide a wide range of transport options for city
dwellers; as such, they have enhanced the mobility of urban commuters [5].
Nguyen-Phuoc [6] highlights that ride-hailing
services play a vital role in public communities by servicing vulnerable
transport users such as people with disabilities, women with children, the
elderly and the sick. Giddy [7] found that some women felt safer using Uber
compared to other modes of public transport, especially when traveling alone.
Although the ride-hailing services industry plays a vital role in public
transport and has brought more transport options to South Africa, safety
concerns have been raised, and drivers and passengers have fallen victim to
crime [8].
Men and women have different needs
and often perceive transport differently [9]. Women often encounter personal
safety issues and fall victim to crime on public transport [10]. Women play
diverse and complex societal roles [11] and often function under constrained
resources [10]. Research shows that women's mobility is shaped by gender roles
[11,12], and their mobility patterns are different from men's [13]. Transport
systems also affect how women move in a city and how they access its goods,
services and opportunities. Women tend to use public transport more than men,
especially in developing countries [10]; hence, public transport should be
accessible to improve mobility and socio-economic inclusion. According to Uteng
et al. [10], “women’s safety in public space is regarded as an
equity issue” that is often overlooked. One of the aspirations of the
United Nations Sustainable Development Goals is that
“by 2030, provide access to safe, affordable, accessible and sustainable
transport systems for all, improving road safety, notably by expanding public
transport, with special attention to the needs of those in vulnerable
situations, women, children, persons with disabilities and older persons”.
Research on safety and security in
road transport is more concerned about motor vehicle safety [3], yet humans'
safety and security in public transport are equally important. Acheampong [3]
found that the experiences of safety and security in ride-hailing are not
homogenous. While some people feel safe in ride-hailing, others may not feel
safe. The safety and security of women in public transport is a global
challenge affecting women's mobility and remains unresolved [10].
2. TRANSPORT IN THE CONTEXT OF SOUTH AFRICA
The South African transport system
is influenced by apartheid city planning [7], which created a legacy of social
exclusion and commuting inequality. Black people were displaced from the city,
where work opportunities resulted in long commuting times, high transport costs
and limited transport options. Although the public transport system in South
Africa has evolved since the end of apartheid [14], it is well documented that
the public transport system is not effective and efficient [15,16]. Public
transport modes in South Africa are fragmented, yet an integrated public
transport system provides a service that is reliable, accessible, safe and
convenient [17]. The public transport modes in South Africa have always been
buses, trains, minibuses, and metered taxis. Access to different areas in South
Africa can be problematic for many, partly due to limited transport options
[14]. Ride-hailing services became visible and prevalent in South Africa around
2015 [15]. Some commercial ride-hailing companies in South Africa are inDriver,
Uber and Bolt.
According to Statistics South Africa
[18], women in South Africa use public transport more than men. Besides the
poor standards of South Africa's public transport system, crime on public
transport is another concern, especially among women [7]. The research done in
Johannesburg, South Africa, by Giddy [7] shows that more women than men use
Uber; however, the researcher did not find the reasons behind this finding. It
is argued that "safe, accessible, and affordable public transport
infrastructure is a fundamental prerequisite for the socio-economic advancement
of the South African population" [16]. The assault cases reported in the
media in South Africa mainly concern women [19-23].
Ride-hailing services offer
convenience to transport users and increase transport options for many;
however, numerous reports in South Africa have emerged on how passengers and
drivers have become victims of crime [19-23]. Although many studies have been
done on ride-hailing services, internationally and locally [3,4,24-28], in
South Africa, there is little research considering the safety and security of
female passengers using ride-hailing services. Gauteng province of South Africa
has the highest population [18]; as such, the province was chosen for this
study as it constitutes a higher number of users for ride-hailing services. Therefore,
it is vital to understand the transport experiences of female passengers using
ride-hailing services to improve their travel experiences. To improve the
safety of female passengers on public transport, their transport experiences
and encounters with ride-hailing services should be understood, addressed and
integrated into transport planning and policies.
2.1. Objectives
This study aims to understand the
safety and security of female passengers using ride-hailing services in
Gauteng, which may affect their mobility. To attain the aim of this study,
three secondary objectives were formulated.
1.
To identify factors
contributing to women's perceived safety and security while using ride-hailing
services.
2.
To establish forms of
harassment and assault women encounter when using ride-hailing services.
3. To understand the attitudes of drivers towards female passengers using
ride-hailing.
3. METHOD
The study site is
Gauteng province, an economic hub in South Africa. Gauteng province is the
smallest province in South Africa yet has the largest population, with over 14
million people living there [29]. This study is of significant importance, as
there have been concerns about the safety of ride-hailing services
globally and locally, particularly for women who use these services
[3,19-21,30].
3.2. Study design
This study employed a constructivist research
philosophy, utilising qualitative semi-structured interviews to explore the
experiences and challenges faced by women who utilise ride-hailing services,
which may affect their mobility. As Velho [31] argues, qualitative studies can offer valuable insights
into transport studies. Furthermore, this research focuses on the personal
experiences of women, emphasising the need to comprehend their narratives on
the safety and security of public transportation. A qualitative approach thus
offers the necessary methodological richness to explore this phenomenon.
3.3. Study sampling
The target population for the study was women living
in the Gauteng province of South Africa between the age of 18 and 65 who use
ride-hailing services. The sampling methods used to select the target
population were snowball and convenience sampling. The study sample in this
study was based on the principle of information power. Morse [32] suggests that
researchers should focus on information power rather than sample size when
designing qualitative studies. Information power refers to the amount and
quality of information available within a sample to answer the research
question [32]. Factors that contribute to information power include the
specificity of the research question, the richness of the data, the quality of
the data, and the analytical strategies used. Out of 88 responses collected, 71
valid responses were retained.
3.4. Data analysis
To analyse data, inductive thematic
analysis was used. Using an Excel spreadsheet, the researchers followed the
procedure Braun and Clarke [33] developed to code and analyse data: (1) The
researchers read through the data several times to understand the content. (2)
The researchers started by identifying keywords and phrases relevant to the
research question, known as initial codes. (3). The researchers organised the
initial codes into related themes and developed a codebook, a set of categories
or themes to organise the data. (4) The researchers applied the codebook to the
data, assigning codes to relevant passages. (5) The researchers identified and
organised the codes into themes, patterns or categories that recur across the
data. (6). The researchers validated the results by comparing the themes to the
data and seeking feedback from an expert in the field. (7) Once the analysis
was complete, the researchers wrote a report describing the process and the
findings, including a summary of the themes identified and the study's key
findings.
3.5. Ethical considerations
The College of Agriculture and
Environmental Sciences Health Research Ethics Committee of the University of
South Africa granted ethical approval for the study. The research fully adhered
to all ethical requirements for conducting research per the University’s
policy on ethical clearance certification.
The study findings indicate that
many women who participated use Bolt most frequently. Although some women use
ride-hailing services for daily commuting, the majority of respondents do not.
The participants reported that Bolt is more affordable compared to Uber. The
four themes derived from the analysis are as follows: (1) safety and security
concerns; (2) driver behaviour and attitudes; (3) service quality; and (4)
ethical and legal issues.
Theme 1:
Safety and security concerns
The study uncovered some instances
of attempted kidnappings. While some respondents disclosed their familiarity
with individuals who were kidnapped while using ride-hailing services, for
others, this was a personal experience. Some of the encounters with the
respondents are:
“A Bolt driver once kidnapped me;
fortunately, I managed to jump out while the vehicle was moving.” (F1).
One respondent reported that the
same issue happened to her female neighbour, while another respondent gave an
account of what happened to her neighbour’s school-age child. This
finding suggests that women and school-age children are vulnerable to ride-hail
services.
“it was a child of our neighbour. She was
coming from school in a Bolt and was almost kidnapped, so she jumped off a
moving car.” (F60).
Several women expressed their
apprehension about riding alone with ride-hail drivers due to alarming reports
they had read in newspapers and on social media. Being alone on a ride makes
them feel vulnerable, and some women believe that anything could occur during
the ride. Furthermore, the study found instances where drivers exhibited
inappropriate behaviour towards female passengers, such as asking intrusive
questions, causing discomfort, and sometimes even instilling fear. A respondent
shared a personal experience of what happened to her on a ride.
“…
hence, I avoid using ride-hailing
services. The driver was inappropriate. He touched my legs, which was very
unprofessional. A few years ago, I also had a nasty experience when the driver
saved my number and was harassing me.” (F58).
One of the respondents (F62)
expressed her disappointment with a ride-hail driver who requested her contact
information during a ride, despite her being a school-going Matric student in
uniform. This encounter made her think that some ride-hail drivers may not have
a strong sense of boundaries and moral principles. Moreover, the study found
cases where female passengers had been robbed by ride-hail drivers or had left
their belongings in the vehicle, which were not returned. These incidents
highlight how unsafe and insecure women are on transport, impacting their
mobility.
Theme 2:
Driver behaviour and attitudes
While some respondents never
experienced negative attitudes and destructive behaviours from drivers, some
female passengers said they had encountered a driver that was either
“rude, moody, angry, or tribalistic and hated people from other African
countries". One of the respondents (F2) gave a detailed account of her
personal experience; however, she acknowledged that most drivers she is matched
with have a good attitude towards her.
“I requested a ride to the mall and started
monitoring the driver's movements on the map. I noticed that the driver was
taking longer than expected and sent a message after about 10 minutes, after
which the driver started moving. I have a disability and asked the driver to
open the door, but the driver ignored me. I had to open the door myself and sit
in the back seat, which was pushed too far back to stretch my legs. The driver
did not respond to my greetings and seemed more concerned about the fare when I
arrived where I was going. I gave him the amount shown on my phone, which was
different from what he requested. When we arrived, the driver started talking
to other people and did not help me out of the car. I had to push the door with
my legs to get out, and the driver accused me of short changing him. He was
angry at me. So we exchanged words. I reported the incident and requested not
to be matched with that driver”. (F2)
Other concerns raised during the
interviews include using mobile phones by some drivers while operating their
vehicles. Some respondents, F60 and F5, reported that drivers were observed
using WhatsApp and chatting on the phone while driving, respectively, which
nearly caused a collision. Another issue was drivers bringing strangers along
during pickups, which made some respondents uncomfortable and prompted them to
cancel the ride. In addition, some respondents expressed concern over drivers
over-speeding while driving. The study also found that some drivers displayed
elements of hate toward female passengers who could not speak local languages
and from other African countries.
My friend spoke in English, and the driver was angry that she did not
understand the local language. And he started saying he hates foreigners. That
made my friend so scared (F60).
Behaviours and attitudes of some
drivers toward female passengers show a lack of training in handling
passengers. Negative attitudes towards female passengers can create unpleasant
journey experiences.
Theme 3:
Service quality
Problems concerning service quality
were related to changes of routes, making stops during a ride, a lack of
customer care, and overcharging. The following are some discussions with female
passengers who use ride-hail services.
“The driver decided to change routes and
take a longer route. He said the other route had bad roads. I ended up paying
more money. I felt disrespected, cheated and robbed as I did not have much
money.” (F6)
Some drivers need better customer
care. One of the respondents narrated her personal experience with one of the
drivers:
“I once had a driver that had to pick me up.
He took ages to get to the location (by deliberately taking different routes).
When he got there, he deliberately parked far from where I was and then
expected me to walk to him despite my asking him to please come closer (I was
carrying bags). So I entered the car and greeted him, and he ignored me. We
drove to my drop off location, and when I thanked him, he ignored me.”
(F38)
Drivers prefer riders who pay in
cash. They did not accept riders with discounts on their rides. Some drivers
would cancel passengers in cases where a passenger had discounts on a ride,
while others would shout at passengers.
Theme 4:
Ethical and legal issues
The actions of some drivers go
against acceptable moral and ethical principles. These actions involve harming
passengers, breaking laws and deceiving passengers. The following are some
discussions with interviewees:
“… that is why I stopped using Bolt or Taxify.
I ordered Bolt, the driver + car model on the app was not the same as the one
that came through to pick me up, but the number plate was the same. So I did
not board. I took pics of the car, and the driver reported. I felt like the
trip would not end well.” (F50).
Some drivers deceive passengers so
that they can charge higher transportation fares.
“...because sometimes the driver uses a long
route and the money increased from the one when you requested one day, I ended
up paying 600rand from 400rand. (F20).
The study found that respondents
living in housing estates need help with drivers at drop-off points.
“When we were about to get to that complex,
the driver took another route leading to the other gate for that complex. So I
told the driver that dropping me off on that side would be far from where I was
going. All of a sudden, the driver burst into anger and started fuming. I did
not like the tone, and I did not understand why he reacted like that. And
immediately after he dropped me, I reported the matter to Bolt”.
(F60)
Another respondent had a similar
experience,
“One driver told me that he would not
enter the housing complex where I stay because he had been denied entry at
another complex with another client, and I was coming from shopping with a
number of shopping bags and I stayed right at the back of the complex. I had to
carry the heavy bags by myself.” (F59)
The study also found that some
drivers can drop off passengers at the wrong locations, which could risk female
passengers' lives. Women’s safety is compromised when drivers drop them
off at the wrong locations, especially at night and in unfamiliar spaces.
“the driver was impatient with his GPS, was
struggling to locate our address and ended up dropping us off at night in the
middle of nowhere; we were fortunate another Uber was able to pick us up and
drop us at home”. (F64)
This study explores the safety and security of passengers using
ride-hailing services in Gauteng, South Africa. Specifically, the study seeks
to understand the experiences and challenges passengers, particularly women,
encounter with ride-hailing services, which may impact their mobility.
Challenges experienced by women in commuting can discourage some from working,
while others may resort to working near their residences [34]. The four themes
derived from the data are safety and security concerns; driver behaviour and
attitudes; service quality; and ethical and legal issues.
Research shows that despite the inherent positives of ride-hailing
services, safety concerns for passengers are being raised [30]. The analysis
shows that while some women feel safe using ride-hailing services, others do
not, partly due to personal experiences, the experiences of friends and family,
social media and newspaper reports. The study found different forms of
harassment and assault encountered by women. Previous studies acknowledge that
passenger safety in ride-hailing services is a matter of concern that remains a
top priority [26,27]. Overall, perceived safety and security on ride-hail are
based on a user’s experience.
One of the challenges that
passengers encounter in accessing transportation is the driver’s attitude
[35]. Similarly, the study findings reveal that some female passengers using
ride-hail services encountered drivers with destructive behaviours and negative
attitudes towards them. Shas and Hisashi [4] emphasised improving
drivers’ behaviour and attitudes, among other factors.
The study found that some drivers
need to learn how to handle customers, which may lead to good service quality.
Etuk et al. [1] highlight the importance of training drivers in handling passengers
to improve the service quality and journey experiences of passengers. The
issues of concern include overcharging users, deceiving users on routes, GPS
usage and network, and dropping passengers at the wrong locations. The study
findings are consistent with research done in Lahore, Pakistan, by Shah and
Hisashi [4], who found that users of ride-hailing services experience
significant problems, including “cancelation of rides by drivers, poor
conditions of vehicles, poor GPS knowledge, overcharging and delay in
arrivals”.
5.1. Contribution of the study
Safety and security issues
encountered by passengers using ride-hailing services are underrepresented in
South Africa. This study contributes to the literature on women’s
mobility in Gauteng province and other provinces. The findings apply to
improving the safety and security of women and other transport users in Gauteng
and other cities in developing countries. The study provides insights into the
gendered dimensions of mobility and transport in Gauteng, South Africa. This information is essential in designing
gender-sensitive transport policies and services that meet women's diverse
needs. Moreover, the study contributes to the ongoing discourse on gender
and transport studies, providing empirical evidence on the experiences of women
using ride-hailing services in Gauteng, South Africa.
5.2. Limitations
Ride-hailing service users who have
had negative experiences with services may have been more likely to respond to
the survey, leading to potential response bias. This study was based on the
life experiences of the women who use ride-hail services; the researchers had
limited control over the variables that may have influenced their perceptions
and behaviours.
6. CONCLUSION
This study found that Bolt is the
most frequently used ride-hailing company among women in the study, with
affordability being the key reason. However, safety and security concerns were
identified as the most significant issue, with some women experiencing
kidnapping attempts, inappropriate behaviour from drivers, and being robbed by
drivers. The study also identified issues related to driver behaviour and
attitudes, including rudeness, use of mobile phones while driving, bringing
strangers along during pickups, and over-speeding. Problems related to service
quality were also highlighted, including changes in routes, making stops during
a ride, a lack of customer care, and overcharging. These findings suggest that
ride-hail companies need to improve safety and security measures, provide
training to drivers on customer service, and ensure quality service provision
to customers. Moreover, regulations and policies should be developed to address
these issues, focusing on protecting women's safety and rights when using
ride-hail services.
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Received 04.08.2023; accepted in
revised form 10.10.2023
Scientific Journal of Silesian University of Technology. Series
Transport is licensed under a Creative Commons Attribution 4.0 International
License
[1] Department of Geography, University
of South Africa. Email: babsduri@outlook.com.
ORCID: https://orcid.org/0000-0003-2977-4897