Learning from frustrating Uber trips in Nairobi

In this post I’ll talk about how Ubering in Nairobi taught me to get off my high horse and be a little more understanding of stereotyping and complaining.

I tend to be very suspicious when anyone makes general statements about groups of people, especially negative statements like “people from Iowa don’t believe in COVID”.

I also tend to dislike when people complain about first world problems like “ugh, it’s such a hassle to ship Amazon to Nairobi”.

So it has been very humbling on both of those fronts to move to Nairobi and be very frustrated by interacting with drivers on Uber.

Here’s an example of a typical interaction with an Uber driver on a Friday night in Nairobi (during the period of time when we had a 10pm curfew):

• 9:20pm: Summon an Uber at 9:20, get matched with a car

• 9:25pm: Get a call from the Uber driver

  • You: “Hi, how are you?”

  • Uber driver: “I’m good. Where are you?”

  • You: “I’m at Jambo Mzungu restaurant in Westlands.”

  • Uber driver: “Westlands ok. Where are you going?”

  • You: “Junction Mall.”

  • Uber driver: “Ah that’s too far, I’m going in the other direction. Can you cancel?”

  • You: “Can you please come? I need to get home?”

  • Uber driver: “I can’t come, can you cancel please?”

  • You: “Fine. Why don’t you cancel since you can’t come?”

  • Uber driver: “I can’t cancel and I can’t come. Can you please cancel?”

• 9:27: Depending on how stubborn you are, a back and forth ensues regarding who should cancel the ride. You never end up winning the argument, so eventually you cancel and summon an Uber again.

• 9:29: Get a call from the second Uber driver

  • You: “Hi, I’m at  Jambo Mzungu restaurant in Westlands, can you come?

  • Uber driver: “Where are you?”

  • You: “It’s in Westlands, on Muthithi street. Can you follow the pin on the map?”

  • Uber driver: “Where?”

  • You: “It’s near Shell on Muthithi street.”

  • Uber driver: “What are you nearby?”

  • You: “It’s near Westpark towers. It’s right at the pin on the map.”

  • Uber driver: “Ok. Where are you going?”

  • You: “An apartment near Junction Mall.”

  • Uber driver: “Ok I’m coming.”

• 9:34: The car on the map has not moved at all in the last 5 minutes. You call the Uber driver again but get no answer.

• 9:35: You cancel that ride and call another. You call the third Uber driver directly, worried that you won’t make it home before curfew

  • Uber driver: “Hi how are you?”

  • You: “I’m good how are you?”

  • Uber driver: “I’m fine. Where are you?”

  • You (having learned your lesson about what the most relevant landmark near you is): “I’m at Jambo Mzungu restaurant in Westlands, near Westpark towers. I’m going to Junction Mall. Can you please come?”

  • Uber driver: “Ah I am very far away.”

  • You: “I think your the closest car or else Uber wouldn’t have matched us. Can you come?”

  • Uber driver: “I’m 2 kilometeres away.”

  • You: “That’s okay I can wait. Can you come?”

  • Uber driver: “That’s fine, I’m coming.”

• 9:40: Uber driver arrives. You get in the car.

  • You: “Hi, thanks for coming. How are you?”

  • Uber driver: “I’m fine. Where are you going?”

  • You (looking at the map and seeing that the pin for your destination shows up): “I’m going to Ziana Springs Apartment on Riara Road near Junction Mall. It’s the pin on the map.”

  • Uber driver: “Ok thank you.”

  • (You arrive at an intersection)

  • Uber driver: “Which route should I take?”

  • You (depending on your level of trust in the driver): “Just follow the map please.” or “Whichever way you think is fastest.”

• Depending on the night, the driver may stop for gas during your trip home, but eventually make it home just before or a bit after curfew

Throughout this process, I try to keep in mind that I’m incredibly lucky to be in the position to call Ubers, that it’s a miracle that the technology enabling Uber exists, etc. etc.

But the fact remains that it’s all frustrating. I think it’s particularly frustrating because I know how seamless Uber is to use in the US, where you almost never have talk to your driver before they arrive, can just expect the driver will show up and follows the map, and don’t have to worry about the driver stopping for gas during the ride.

Having frustrating experiences like this has made me appreciate two things:

1. I understand how it would be easy to form potentially harmful stereotypes about Kenyans if you regularly had annoying experiences like this without interrogating their systemic causes. Without considering factors that make life different for Kenyan Uber drivers vs US Uber drivers (e.g., drivers don’t always have mobile data, they are super cash constrained), it’s easy to think “Wow, Kenyans are just really bad at using Uber”. Or maybe the even more harmful and racist “Kenyans don’t seem that smart”

2. If you’re used to a particular level of service (e.g., Uber in the US), it’s very frustrating to expect that same level of service and not get it. The Uber app looks the same in Kenya as in the US, so I expect the process to be as seamless. Those expectations aren’t met, which leads to frustration.

I should say that I’ve been able to adjust my expectations for Uber now, and don’t often get very frustrated anymore. I’ll probably do a follow up post where I look more deeply at the pain points in a Nairobi Uber trip.