We depend on each other
The reason why we advocate strongly for seeing tourism as an ecosystem is because every stakeholder depends on the others. Beyond attraction and hotels, transport is also an integral part of the tourism ecosystem. It plays a major role in shaping how visitors experience and perceive a destination.
Recent developments in Uganda and Nigeria, where Uber has closed its operations and left the market, have generated mixed reactions. But beyond the debate around the departure of a global brand, we believe it is important to look at what happened through the lenses of data and people.
When the ecosystem becomes unbalanced
In Uganda, Uber was reportedly taking a 27% commission from drivers, while some competing platforms were charging commissions ranging from approximately 10% to 18%. This difference matters because the sustainability of a transport ecosystem depends not only on the passenger experience, but also on whether service providers can operate under fair and sustainable conditions.
As passengers, we may sometimes have benefited from discounts offered by Uber without necessarily knowing how those discounts affected the driver. For example, imagine that a trip from Bugolobi Village Mall to John Babiha (Acacia) Mall normally costs around UGX 20,000. If a discount reduces the amount paid by the passenger, the driver could still be required to pay Uber its 27% commission based on the original fare structure. In such a situation, the benefit of the promotion is not necessarily shared across the ecosystem.
Therefore, we may ask ourselves can a tourism ecosystem remain healthy when one stakeholder consistently carries a disproportionate share of the cost?
There were also situations where, after completing and paying for a trip, a driver could report a different version of events to Uber. The passenger could then find that an additional amount was required before being able to make another trip. In some cases, even when the passenger had evidence to contest the claim, the possibility of effectively challenging the decision appeared limited.
A healthy ecosystem must work for everyone
These experiences are important to share because tourism is ultimately about people. Data can help us identify patterns, measure performance and understand the market, but the people operating within the ecosystem must also be treated fairly.
This is why service providers entering the tourism and transport arena should be assessed not only by the convenience they offer to consumers, but also by the conditions they create for the people providing the service. A destination cannot build a sustainable tourism industry by improving the experience of one stakeholder while weakening another.
The objective should not be to reject global companies simply because they are global. Rather, we need to understand how different business models affect the wider destination ecosystem: drivers, passengers, local businesses, communities and, ultimately, the destination itself.
Responsible tourism starts before arrival
As tourists and travellers, we also have a role to play. Before landing in a destination, take some time to identify the local transport service providers available there. Understand who operates them, how they work and, where possible, how much of the value generated remains within the local economy.
Choosing local providers when they offer reliable and professional services can contribute to sustaining local businesses, creating employment and generating the resources needed to improve service standards and professionalise the sector.
Responsible tourism begins with the choices we make before we travel. If we want stronger destinations, we need stronger ecosystems. And if we want stronger ecosystems, we must recognise that we depend on each other.