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.
Your driver rating is the average of your last 100 ratings. If you have less than 100 rides, your driver rating is the average of your total ratings 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. If a ride is less than 5 stars, passengers will be able to flag specific areas to improve.
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 email you a feedback summary weekly with passenger feedback and flags.
Anything higher than 4.8 is awesome. If your rating is 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.
Watch this video about driver and passenger interactions, including when you should reach out to us.
Passengers have at least 2 hours to rate a driver through the Rate & Pay screen once the ride has been completed. Once ride payment has been submitted, passengers must contact support to rate their driver, provide feedback, or change their rating.
To change a driver rating, give driver feedback, or retroactively rate a driver, contact support in the Lyft app:
- Tap the menu icon on the top left
- Go to Ride history and select your driver
- Scroll to and tap Get help > Submit feedback on driver
- Include what you'd like to change their rating to and why, driver feedback, or what rating you'd like to give them
You can also use the 'Contact Support' button below. Include the following:
- Driver's name
- Time and date of ride
- Driver feedback, what you'd like to change their rating to and why, or what rating you'd like to give them
Changing a driver rating
To support our driver community, drivers automatically receive a 5-star rating if you don’t rate the driver at the end of the ride. If you think you have mistakenly given a driver the incorrect rating, please contact support below.
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:
- Passenger's name
- Time and date of ride
- What you'd like to change their rating to and why
How rider ratings are calculated
You can view your rating by accessing your rider profile in the Lyft app. From the home screen, tap the menu icon, then tap “View profile” under your name. Your ride count, ratings, and time spent with Lyft will be displayed.
Your rating is calculated as the average of your last 100 rides, or however many you’ve taken if that number is below 100. Drivers rate each ride, and your rating is the average of those ratings.
Why rating says "new"
This means you have fewer than 100 rides.
Why a rating is X.XX
Drivers rate riders after each ride. Your rating reflects the average of your last 100 rides, or of all your rides if you have completed fewer than 100 rides during your time with Lyft.
If you’d like to be the best passenger possible, check out our Community Guidelines for some pro tips!
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. 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.