LEAP TAXI APP RECORDS BEST-EVER BUSHFIRE PERFORMANCE

The Leap Taxi App has recorded its strongest Bushfire Festival performance to date, successfully completing 921 of 1,328 ride requests, a 69.35% completion rate during the period of 25 May to 4 June 2026, according to a newly released statistics report covering one of Eswatini’s busiest tourism windows.

The figures paint a picture of a digital transport service maturing alongside the country’s growing tourism economy. Of the total requests received, 231 (17.40%) timed out before a driver accepted, 139 (10.47%) were cancelled by customers, and 37 (2.79%) were missed after being rejected by drivers.

A milestone for digital mobility

Leap Taxi App Director Vusani Matsebula said the results reflect tangible progress for both the platform and the wider taxi industry.

“We are very encouraged by these results. Achieving a completion rate of almost 70% during one of Eswatini’s busiest tourism events is a milestone that demonstrates the progress being made by both the platform and the taxi industry,” Matsebula said.

He attributed much of the improvement to a system enhancement rolled out by the company’s technical team. “The update allows a ride request to automatically continue searching for the next nearest available driver when a driver declines or cancels, instead of the request simply being lost. This small but impactful improvement significantly reduced lost opportunities,” he explained.

But Matsebula was quick to direct credit toward the drivers themselves. “The real credit goes to the taxi drivers who continue to commit themselves to serving customers, often into the early hours of the morning. Their dedication during high-demand periods played a crucial role in the improved service delivery we witnessed during Bushfire.”

Reading the numbers

Matsebula said the most important takeaway from the data is that the platform serviced more rides than ever before during the festival. Cancelled and missed requests also improved on previous years, with many cancellations traced to users still learning the app or needing immediate transport they were unable to wait for.

He pointed to the Ezulwini area as a particular pressure point. “The underlying issue is not a lack of demand but rather the limited number of permit-holding taxis available on the platform. We are actively working with operators in these areas and encouraging them to obtain the necessary permits required to join the app,” he said. The same shortage, he noted, explains most timed-out requests during late-night and early-morning hours when many drivers have ended their shifts.

More trips than the data shows

The MTN Bushfire Festival, one of Africa’s most recognised cultural and tourism events, draws visitors from across the continent and beyond, driving up transport demand for locals and international guests alike. Matsebula noted, however, that the report does not capture the full picture of taxi activity.

“A common practice in the industry is for passengers and drivers to exchange contact details after a trip and then arrange future trips outside the platform,” he said. “While understandable, this removes many of the safety benefits the platform provides, a digital record of the journey, support with lost property, and accountability in the event of incidents.”

Challenges and the road ahead

The primary challenge, Matsebula said, remains taxi availability during peak late-night and early-morning periods. Leap maintains strict onboarding requirements, including a valid taxi permit, which safeguard passengers but also limit how quickly new drivers can join.

“Many operators have expressed concerns about difficulties during the permit application process,” he said. “Leap continues to work closely with taxi associations, industry stakeholders, and the Ministry responsible for transport to assist operators in navigating the licensing process.”

Looking ahead, the company has identified customer education and driver recruitment as its twin priorities. Matsebula highlighted that many users remain unaware they can schedule rides in advance, occasionally requesting immediate transport in error and contributing to cancellations. Awareness campaigns, roadshows, and direct engagement with operators are set to expand in the coming months.

“It is important to understand that Leap Services does not own or operate taxis. Our role is to provide technology that enables existing operators to connect with customers more efficiently, safely, and professionally,” he said. “Our success depends on empowering the taxi industry to embrace digital tools.”

“The encouraging results achieved during Bushfire 2026 show that meaningful progress is being made. While challenges remain, the trend is moving in the right direction and we believe there is indeed light at the end of the tunnel for modern, technology-driven taxi services in Eswatini,” Matsebula concluded.

The Leap Taxi App is available for download on the App Store and Google Play.