Pre-booked ride didn't come because they accepted another fare.

I pre-booked a large (XL) Bolt to take us to the airport the following day. The driver accepted the trip but 5 minutes before he was due, he told us that he would be 5 minutes late. Then we found out that he deviated from the route to us and was taking a cash fare to another location. He also told us to cancel our trip! That would cause it to be charged to us, so I told him to come. After a while, I asked him again and he said the fare didn't have the money and had gone to an ATM to get the money for the fare. (Presumably just did a runner!). He then cancelled our ride. Fortunately, we managed to contact another driver, who got us to the airport just in time to check-in. All Bolt have done is said Sorry! I you cancel, you are penalised, the same should happen to the driver, if they cancel. As far as we are aware, that driver is still roaming the streets looking for fares. Bolt need to clean up their service and make it easier for users to access them.