In an email shared to users of the app, the company said that it removed cancellation fees to improve rider experience. The email reads as follows; “At Uber, we are always monitoring rider experience, market dynamics and fare structures to ensure our app continues to be a reliable and affordable option for you. With this in mind, we have removed all trip cancellation fees. Please note this has been implemented across all our products in Nairobi and Mombasa. As always we will continue to monitor your experience on our app, to ensure Uber remains your first app of choice.”
