Swvl - Daily Rides 4+

Terrible experience, terrible customer service

You can never rely on them
Drivers don’t stop where they should, they don’t call to let you know where they stopped when they miss the station and they don’t even pick up
And when you reach out to their customer service, you get no help by any means. One or the trips which was from cairo to dahab, the driver didn’t even show up, i called him and he didn’t answer, reached the support, An agent told me that the driver even hung up on him and he (the customer service) hung up on me after and no one is responding to my messages and i missed my hotel booking and had to take the following day off as it was a working day for me and there wasn’t another trip until 7 hours later which was after midnight
The worst service and the worst support. I would never recommend them

HORRIBLE EXPERIENCE

Lately, I had the most horrendous experience with Swvl. The last time I booked a ride from Cairo Hosary to Mansoura, I arrived at the meeting point nearly an hour early. However, the driver didn’t show up, and the car didn’t appear on the app. I called the driver, but he didn’t answer. When he finally did answer exactly seven minutes past the scheduled time he said that he had already arrived a long time ago and left so be did all this in only seven minutes ??!! . Despite this, they still took my money from my credit. When I reported this to customer service, their response was simply, "We are really sorry." When I requested a refund, they said no and refused to provide one. So basically they stole my money. Unfortunately, this is not the first time something like this has happened. On one occasion the driver refused to drop me off at the specified location. Another time, the driver was really late. Another time, the driver refused to turn on the AC, even though it was supposed to be included. Swvl is a very bad company with horrible service.

Unresponsible and un safety company

We are three women who requested a ride to return from Alexandria to Cairo. One ride was booked through my app, and my friend requested two additional seats because the app only allowed us to book two seats per ride. The scheduled ride was at 4:22 PM. We attempted to contact the driver, but his mobile phone returned an error. During the ride time, the company contacted us to inform us that the ride would be delayed by 30 minutes. After this, we received a notification stating that the ride had been missed.

The company does not have a call center, so we were required to send them a message on Facebook. After 15 minutes, they called me back. Their proposed solution to the problem—three women stranded on the street needing to return to their home—was to wait for the next available ride. What a “wonderful” solution; I am surprised I didn’t think of it myself. Unfortunately, the next ride had only one available seat, even though we were three passengers. This demonstrates the company’s poor problem management.

In conclusion, users have three options when faced with such issues: solve the problem themselves, figure out how to get home on their own, or wait in the street indefinitely.

For these reasons, I do not recommend anyone use this app if they value safety and reliability, as the company does not take responsibility for its customers.

#DoNotUseIt #SafetyFirst #Swvl

Réponse du développeur ,

We are extremely sorry to hear about this. We request that you share your booking details at support@swvl.com and we will definitely look into it right away.