Sometimes you may experience some issues while giving a ride. Here are the most common ride issues and what to do if they happen.
Passenger made you feel unsafe or uncomfortable
You have the right to decide if you feel comfortable picking up a passenger. Your personal safety comes first.
If you ever drive up to a passenger and you feel uncomfortable for safety reasons, let us know about it as soon as possible by tapping 'Contact Support' below. You may ask the passenger to cancel the ride, or cancel it yourself if they won't.
Never decline a ride based on a discriminatory reason or drop-off location (unless it's more than 100 miles away).
If a passenger asks you to wait after you arrive to pick them up, let them know you'd be happy to. The ride will start automatically 1 minute after you've tapped to arrive so that you'll be compensated for your wait time.
Lyft's cancellation fee policy only requires that you wait 5 minutes after you tap to arrive, but you're welcome to wait as long as you feel necessary. If you wait longer than 5 minutes and cancel as a no-show, you'll receive the cancellation fee.
If your passenger isn't outside when you arrive, we recommend waiting a minute or two, then giving them a call. If your passenger does not answer, wait a little longer until you can mark them as a no-show. This option will pop up after 5 minutes on standard Lyft and Lyft XL rides, and about a minute and a half on Shared rides.
The app automatically drops your passenger’s pin in their current location. If they move it elsewhere, they get a pop-up notification asking them to confirm it's in the right place.
Still, some passengers will purposefully place their pin away from their current location — whether to get a ride outside of a coverage zone, or find a driver who's available — then give you a call and ask to be picked up elsewhere.
Inaccurate pin drops throw off the system, skewing calculations for Prime Time pricing and heat maps, and can even put you at risk of a citation if you agree to a pickup outside our coverage area.
Protect yourself and help the community by educating these passengers about the proper use of Lyft. Here's what you can do:
Ask the passenger to cancel, then re-request with the correct pin placement. If that doesn’t work, you can wait and mark them as a no-show.
Ask them to move inside a coverage area if they're not already, or if they're asking for a pickup from an airport Lyft doesn't have a formal agreement with.
Wrong passenger picked up
We have a term for this: Lyft jacking. It's important to make sure that the requesting passenger doesn't get charged for someone else's ride. If this happens to you, ask the incorrect passenger to kindly exit the vehicle and request their own ride.
No need to worry, the ride will start automatically after one minute.
When you end a ride early, the app stops recording the ride's time and distance. For ride earnings to be calculated properly, pickup and drop-off locations must be accurately recorded.
Please note: we are unable to adjust earnings for rides that were not recorded properly in the app.
If this happens before you arrive at the pickup location, you'll no longer be able to call them or navigate to them. In addition, the passenger will be prompted to pay as if they took a ride. Send us a message by tapping 'Contact Support' below as soon as you can so we can refund the passenger accordingly.
If this happens after you pick up the passenger, kindly ask them to request the ride again. The request should go to you because you’re the closest driver.
How to avoid early drop-offs
It may take a moment for your app to confirm that you’ve selected ‘Picked up’ if you’re having connectivity issues, so only tap it once.
If you select 'Tap to drop off' by mistake, tap 'Cancel' to stay in the ride. Tapping 'Confirm drop off' ends the ride. If the passenger didn't provide a drop-off location when requesting the ride, enter a location before leaving. Don't type addresses while driving.
If you forget to end a ride, the passenger is charged for any additional time and mileage.
In this situation, it's important you send us a message by tapping 'Contact Support' below so we can make sure the passenger is taken care of. Include the drop-off location in your message.
Unable to tap to arrive or drop off
If you're using Google Maps for navigation, you need to arrive exactly at the destination pin to see the 'tap to arrive' or 'tap to drop off' options. To arrive or drop off at any point while using Google Maps, tap the 'exit' button to return to the default Lyft map screen and select 'tap to arrive' or 'tap to drop off.' See more about navigation settings for drivers.
If your app is slow to respond, there are a few things you can do. As a general rule, keep your phone charged and quit any unnecessary apps. Other apps can significantly slow down your phone when giving rides.
If your app is frozen, try these steps. You'll still be in your current ride even if you exit or uninstall the app.
Force quit your app and reopen it
Toggle airplane mode on and off
Turn your phone off then on again
Uninstall and reinstall the app