Move by Volkswagen 4+

The app always crashes and the drivers are often clueless and unprofessional. If you are in a rush they can take 30-40 minutes just to pick you up. Did I mention that the app always crashes?

I honestly have never had a worse app experience. I was unfairly charged for my trip with Move. Firstly, the driver did not begin coming towards us until after I called him and told him to please come to the pick up location.

Secondly, the driver then refused to come to the arrivals terminal at the airport where the pickup pin was set and where we were waiting. He said he wouldn’t come in unless we paid the 3000 RWF parking fee. So we agreed to pay as it was 3AM and we needed to get to our hotel.

Thirdly, when the driver finally came after much back and forth calling, he picked us up and proceeded to drive as slowly as possible to drive up the fare. There was NO traffic at 3:30 AM in Kigali. He also took wrong turns ignoring the Move app directions, thereby increasing the overall fare.

The original fare suggested was 4800 RWF. The final fare we had to pay him was 7850 RWF plus the 3000 RWF we paid for his parking ticket.

Other ehailing companies would refund this unfair fare as it far exceeds what the Move App suggested as the trip cost and was more than what other taxi drivers were offering at the airport. Move did not refund.

Oh and on top of this the app doesn’t work well. I had loaded card details to make a card payment but the app kept crashing. So the app just assumed I’d pay with mobile money. I ended up paying in cash because I don’t have mobile money and despite repeated attempts I could not get the card payment to save.

I enjoy using Move and it’s my go to for taxis, but I am tired of this app. It stopped working a month or so ago and I’ve been on countless calls asking them to help me figure out why I can’t login, create a new account or even use the forgot password feature. This is extremely frustrating because it’s only through the app that you can have direct card payments (which is my main payment method).

Please fix whatever it is that has happened. No, it’s not my phone or my internet as I’ve been asked numerous times. There’s something wrong with the app that needs fixing asap!