Driver and passenger ratings

Our two-way rating system helps ensure the safety and comfort of the Lyft community. At the end of the ride, you and your passenger are prompted to rate each other on a scale of 1-5 stars, 5 being the best.

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Driver rating

Your driver rating is the average of your last 100 ratings, or however many you've received so far. Passengers can only rate you after a completed ride. Cancelled rides and missed requests don't affect driver ratings.

After passengers rate their driver, they may see an option to tell their driver more about what was exceptional about the ride, like a clean car, great navigation, or a nice conversation. This is still a new feature we're rolling out, so not all rides will include it and not all drivers will see it.

Passengers may also have the chance to write specific feedback for their drivers, which is shared anonymously. This feedback is optional and not required to finish a ride. We'll send drivers their passengers' kudos in the weekly feedback email sent on Friday.

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Treating passengers well

Watch this video about driver and passenger interactions, including when you should reach out to us.

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Defining a good rating

Anything more than 4.8 is awesome. If your rating drops below 4.8, you may want to consider ways to improve it. Consistently low ratings can put you at risk of deactivation. Your summaries' flags and feedback are a good indicator of where to improve. You can also head to the 'Tutorials' tab in the Driver Dashboard for more tips.

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Flags and feedback

When passengers leave a rating, we also ask for feedback and flags. Take any feedback as constructive criticism, like a guide to help you decide what to focus on improving. We'll email you a feedback summary weekly with passenger feedback and flags.

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Passenger rating

After the ride, you'll have the opportunity to manually rate your passenger by tapping on the star icon at the bottom of the screen. When the timer around the star finishes, the app will automatically rate the passenger 5 stars.

If you choose to rate manually, a rating card will appear for every passenger from the ride. Tap ‘Submit’ for each passenger to save any changes you make. Ratings below 4 or 5 means the passenger wasn't up to par, so we want to know why. Use the comment box to leave passenger feedback. Passengers don't see this feedback, only us. Rating 3 or lower means you won’t be matched with this passenger again.

You can also edit passenger ratings from your ride history for 24 hours after drop-off. To do this, view the ride and tap ‘Rate passengers.’

Change a passenger rating or add feedback

If you experienced a safety-related incident or emergency situation, see steps for calling us to report it. You'll complete an incident report with our Trust & Safety team.

If you simply want to give more feedback or change a rating, tap 'Contact Support' below to let us know. Include the following:

  1. Passenger's name
  2. Time and date of ride
  3. What you'd like to change their rating to and why

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About unfair ratings

Occasionally, drivers may have passengers who rate poorly when drivers might not deserve it, like if you rightly refused to let a rider bring an open container of alcohol in your car.

Fortunately, our ratings system doesn't exist in a vacuum. The system compares you to other drivers, all of whom also experience low ratings from time to time.

The ratings system also calculates the average of your ratings over many rides, which means you won't fall into the bottom 5% unless you have many more low ratings than other drivers.

If you feel a passenger may rate you poorly due to something out of your control, use the comment box after the ride is over to tell us anything you feel is important about the ride or passenger. These comments let us see your side of the story if we need to investigate later.

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