Concierge Rider FAQs
Learn common answers to frequently asked questions about Lyft Concierge. This article will cover a range of questions that Concierge riders might have about this service:
In this article, we'll cover:
General questions
Learn more about Lyft and Lyft Concierge.
What is Lyft?
A Lyft ride is like a taxi, except you use a smartphone app to request and get matched with a screened driver in the area.
When you get matched with a driver, the driver picks you up and takes you to your destination in a vehicle that meets Lyft’s requirements.
Note that Lyft rides can only be requested via the mobile Lyft app, not by phone call or computer.
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What is Lyft Concierge?
Lyft Concierge is a service where an organization books a Lyft ride for you. They’ll share your name, phone number, pickup address, and drop-off address with Lyft.
You don’t need the app to take a Lyft Concierge ride. But the app has enhanced safety and chat features. Learn more under “Do I need the Lyft app?”
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I’m new to Lyft Concierge, what should I expect?
When your ride is booked
When the organization books your ride, you’ll get a text message or landline call with ride details, like when and where you’ll get picked up.
You won’t need to give any information.
At the time of your ride
When it’s time for your ride, you’ll get another text or call with a car description and driver details.
If you have a smartphone, you'll be able to track your driver’s arrival on a map. You’ll be asked to share your location so the driver can find you more easily at pickup.
After your ride
Your driver will bring you to the pre-set drop-off location. You shouldn’t pay the driver anything.
You’ll receive a text message with a link to rate and comment on the ride. You can also share feedback with the organization that booked your ride. We pay attention to your feedback!
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How will I know it’s Lyft texting or calling me?
Lyft will never ask you for personal information over text message or phone call.
If you’ve enabled RCS messaging on your smartphone, the sender name will be ‘Lyft Ride Updates.’
Lyft text messages will come from an SMS short code such ‘60996’ or from a 10-digit phone number.
Landline calls from Lyft will come from 1-800-836-5938.
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Do I need the Lyft app?
No, you don’t need the Lyft app to take a Lyft Concierge ride. But the app has some enhanced features not available elsewhere. These include:
- Real-time safety tools
- The ability to communicate with your driver via chat
- One central place to manage everything for your Lyft ride — like sharing your location, viewing your upcoming rides, and reporting a lost item
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What if I don’t have a mobile phone?
If you don’t have a mobile phone, you’ll get automated calls on your landline from 1-800-836-5938 with updates about your ride.
If you miss a phone call, you can call 1-800-836-5938 to hear your ride details. Make sure you’re calling from the number your ride was booked with — our system will automatically match your phone number to your ride.
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What is a flexible Lyft Concierge ride?
With a flexible Lyft Concierge ride, you request the ride when you're ready to go. Here’s how it works.
When your ride is booked
When the organization books your ride, they’ll set the date, pickup, and drop-off locations. But they won’t set a specific time.
When the date of your flexible ride arrives
On the set date, you’ll get a text message or landline call letting you know that your flexible ride is available for request.
How to request your ride
When you’re ready to go, you can request the ride using the link in your text message from Lyft or by calling 1-800-836-5938.
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What is Lyft Assisted?
Lyft Assisted is a ride option where the driver provides light help. They’ll meet you outside the front door, walk with you to and from the car, and help carry small items or stow your mobility device. Be ready outside, and let them know how they can help.
Drivers might not knock or ring at your door, so check for messages from them through Lyft. They won’t go inside buildings, carry passengers, or provide any medical assistance.
Lyft Assisted is only available to some passengers in some regions. To get a Lyft Assisted ride, the organization booking your ride must request it.
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Can I request my own Lyft Concierge rides?
If your organization has set up a flexible Lyft Concierge ride for you, you’ll request your own ride when you’re ready to go, within a set time period.
All other Concierge rides will be requested directly by the organization setting up your ride.
If you want to take a non-Concierge ride — a ride that you request yourself, without an organization booking it for you — you can download the Lyft app to request a ride.
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Will I pay for my Lyft Concierge ride?
On Concierge rides, the organization booking your ride handles payment with Lyft, including tips and tolls. Do not pay the driver in cash or with any other payment method.
You can check with the booking organization if you have specific questions.
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Will there be room for my mobility device?
Lyft drivers have a variety of vehicle types and sizes. All drivers are expected to fit a foldable wheelchair, walker, or similar mobility device into their car.
If you have a non-foldable wheelchair, contact your organization about requesting a wheelchair-accessible vehicle.
You can contact the organization ahead of time to let them know about your mobility device so they can request the right kind of vehicle.
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I have a hard time getting into and out of certain vehicles. What should I do?
If you have a hard time getting into and out of certain vehicles, you can contact the organization booking your ride to request an ‘Easy Step-In’ vehicle. These vehicles have a lower step-in height.
All Lyft Assisted rides include vehicles with the ‘Easy Step-In’ height.
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Will the driver speak my language?
Lyft does not require drivers to speak English. Most drivers can communicate in English. Some drivers use in-app translation tools for other languages.
The organization booking your ride can set your preferred language to English, Spanish, French, or Portuguese. This means the text messages or automated calls you receive will be in your preferred language. But it does not mean you will be matched with a driver who speaks your preferred language.
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How does Lyft help ensure that rides are safe?
When you ride with Lyft, you join a community that prioritizes safety.
All Lyft rides include the following safety features:
- Driver background checks and education – Every driver completes comprehensive background checks and mandatory safety education before driving with Lyft.
- Privacy protection — Your driver sees a nearby pin for pickup — but never your exact address or location. We never share your phone number or personal information with other riders or drivers.
- Share ride info with your trusted contacts – Add family or friends to your safety settings in the Lyft app, or ask the organization that booked your ride to add a second phone number, so they can track your location in real time.
If you’re using the Lyft app, you have access to more safety features:
- Real-time ride monitoring – We monitor rides for unusual activity, like long stops or route deviations. If we notice anything off about your ride, we’ll contact you to see if you need help.
- Check-in at drop-off – You can request a check-in from Lyft to confirm you got to your destination safely. We’ll reach out after your ride and make sure you’re alright.
- Real-time support – Our specialized safety team is available via phone or chat 24/7. Additionally, you can reach ADT emergency professionals through the app for live support. They can alert authorities and share important details like your location and vehicle info. In an emergency, you can reach 911 right from the app.
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Will I be sharing a ride with anyone else?
No, Lyft Concierge rides are private and non-stop to your destination.
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Can I request a specific vehicle?
You can ask your organization to request a specific ride type.
If you had a hard time getting into and out of the car, you can request an ‘Easy Step-In’ vehicle with a lower step-in height.
If you need more room, you can ask your organization to request an ‘Extra Comfort’ or ‘XL’ vehicle.
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How do I cancel my ride?
To cancel a future scheduled ride, use the link in your text messages to view ride details and select ‘Cancel ride.’
To cancel a ride coming up soon, you may also type ‘C’ in your text messages with Lyft.
If you want to cancel an active ride that you’re currently in, and if you have a smartphone, go to the map page, select ‘Cancel,’ and follow the steps. Your ride will end immediately and you’ll need to exit the vehicle.
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My question is not answered in these FAQs. What should I do?
If you don’t see an answer to your specific question in these FAQs and still need help, you can contact the organization that booked your ride. If you have the Lyft app, you can also go to ‘Help’ to get in touch with Lyft support.
Before the ride
Learn more about what happens before a Lyft Concierge ride and how riders can prepare.
How will the driver find me?
The driver will pick you up at the address that your organization provided at booking. The address will be noted in the text or call you get from Lyft.
If you’re in a building with many entrances, there may be a specific pickup spot for Lyft and other ride-hailing or rideshare services. Look for signs or ask at an information desk.
If you don’t see your driver, you can call them using the phone number provided in the text message, or contact them directly in the Lyft app via chat. Note that the driver’s phone number is masked, meaning it is not their actual phone number and will not work after the ride is complete.
You can help your driver find you by sharing your precise location while using Lyft. If you missed the prompt asking you to do so, you can go to the map page and tap the banner to get started.
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Why am I being asked to share my location? How do I do it?
When you start using Lyft, you’ll be asked to share your precise location. This helps your driver find you at pickup. Your location will be tracked from request to drop-off. You can change these settings anytime.
To share your location, select ‘Allow’ when prompted.
If you’re not seeing the prompt, you may need to change your device or browser settings.
- If you have the app, go to You > Settings > Privacy and toggle on ‘Background location sharing.’
- If you’re using Lyft from your mobile web browser, tap the banner at the top of the map and follow the instructions.
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How will I know when my ride is arriving?
You’ll get a text or landline call letting you know when your driver is on their way and once they’ve arrived.
You can also track your driver on the map.
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How will I know which vehicle is my ride?
In the text message or landline call from Lyft, you’ll get a description of the car, including its license plate number.
Many Lyft drivers have a pink “Lyft” sign on their windshield.
Before getting in, check that the license plate and car type match the description. You can also talk to the driver to check names and drop-off location to confirm that you found your ride.
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Will the driver help me?
Drivers are not expected to offer help unless your organization requests a Lyft Assisted ride for you. Lyft Assisted is only available to some passengers in some regions.
If you're in a Lyft Assisted ride, your driver should offer light assistance between the building door and the car at pickup and drop-off.
Be ready outside, and let them know how they can help. Drivers might not knock or ring at your door, so check for messages from them through Lyft.
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How long will the driver wait?
Once the driver arrives at the pickup location, they’ll wait up to 5 minutes. If possible, be ready outside so you can start your ride right when they get there.
If you have a Lyft Assisted ride, your driver will leave 7 minutes after arriving if they can’t find you. Be ready outside, and let them know how they can help. Drivers might not knock or ring at your door, so check for messages from them through Lyft.
If you have a scheduled ride and the driver arrives early, the 5- or 7-minute wait time will begin at the scheduled time.
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Can I change the pickup or drop-off location, or make a stop along the way?
Concierge rides have a fixed route to a pre-approved drop-off location. Neither you nor the driver may add a stop along the way or change the drop-off location.
If the pickup or drop-off location looks wrong, please contact the organization that booked your ride to make the change.
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I can’t find my driver. What should I do?
If you can’t find your driver, and if you have a smartphone, first check the Lyft map where you’ll see your driver’s live location.
You can contact the driver via chat in the Lyft app. Or you can call them using the phone number in the text from Lyft. Note that the phone number provided for the driver is masked, meaning it is not the driver’s actual phone number and will not work after the ride is complete.
You can help your driver find you by sharing your precise location. This makes it possible for the driver to come to where you are, which is especially helpful in large buildings or complexes.
If you’re still having trouble finding your driver, contact the organization that set up your ride.
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I’m not getting text messages from Lyft, what do I do?
If you’re not getting text messages from Lyft, check that you haven’t unsubscribed from Lyft messages. To re-subscribe, text START to 46080 if you’re in the US, or 59381 if you’re in Canada.
If you’re still not getting text messages from Lyft, contact the organization that booked your ride.
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Lyft says I’m in the vehicle, but I’m not. What should I do?
If you’re still waiting for your ride, but you’re getting indications from Lyft that you’re already in the ride, contact the organization that booked your ride right away to let them know.
During the ride
Learn more about what happens during a Lyft Concierge ride and what riders can expect.
Can I ask my driver to adjust the temperature, the music, etc.?
Yes, you can ask your driver to adjust the temperature, the music, or other aspects of the ride to make it more comfortable for you.
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Do I need to give the driver directions?
No, your driver has your destination and the route on their phone — no need to give directions.
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I’m in the ride and I don’t feel comfortable, what do I do?
If you don’t feel comfortable or safe in a ride, you can cancel your ride immediately. If you have a smartphone, go to the Lyft map page and select ‘Cancel.’ Your ride will end immediately and you’ll need to exit the vehicle. Then, contact your organization for next steps.
If you have the Lyft app, tap the shield icon to access all of our safety features, including real-time support.
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After the ride
Learn more about what happens after a Lyft Concierge ride, how tipping works, and how riders can follow up about their experience.
Do I need to tip the driver?
No, you shouldn’t tip the driver. Your organization handles all payment, including tips and tolls. Do not pay the driver anything.
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Can I get this driver again?
There’s currently no way to increase the chances of matching with a particular driver for a Lyft Concierge ride.
You may not call a driver directly to request a ride. Note that the driver’s phone number is masked, meaning it’s not their actual phone number and won’t work after the ride is complete.
If you want to take a non-Concierge ride — a ride that you request yourself, without an organization booking it for you — you can download the Lyft app to request a ride. Then, you can “favorite” a driver to increase the chances of being matched with them for your non-Concierge rides.
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Will the driver wait for a round trip?
No, for a Concierge ride, the driver should not wait to give a round trip back to your original pickup location. Don’t ask the driver to do so.
The organization that booked your ride should have set up a second ride for your return trip. Please contact the organization that booked your ride if that’s not the case.
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Can I rate or give feedback on my ride?
Yes, after the ride, you’ll receive a text message with a link to rate and comment on the ride. You can also share feedback with the organization that booked your ride. We pay attention to your feedback!
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How do I report an accident or safety issue?
If you experience an accident or safety issue, you should file a report. Choose one of the following ways to report:
- Contact the organization that requested your ride to let them know.
- In the Lyft app, go to You > Ride history, and select the relevant ride, then ‘Report safety issue or accident.’
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I forgot something in the car. What do I do?
If you forgot something in a Lyft ride, you can call the driver — using the calling feature in the Lyft app or the phone number in the text message about your ride — up to an hour after the ride completes to arrange getting your item back.
If you can’t reach the driver, contact the organization that booked your ride.
If you have the Lyft app, you can report your lost item there. When you do so, you'll see the option to call or send a message to your driver for up to 24 hours after your ride ends. When leaving a message, we encourage you to provide the best contact number the driver can reach you since the Lyft app uses a masked phone number so your personal contact info is hidden.
If none of these options work, you can use this form to submit a Support ticket: Lost & found for riders - Lyft Help
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