Overview of ride issues

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).

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Passenger not ready

If a passenger asks you to wait after you arrive to pick them up, let them know you'd be happy to. The ride won't start until you've tapped 'Pick up.'

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.

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Passenger not at pickup

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.

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Wrong pickup location

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.

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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.

Learn how to handle and prevent Lyft jackings.

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Ride ended too early

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, ask the passenger to submit a rating for the first ride and send another request. The request should go to you because you're the closest driver.

Drive them as normal, and let them know that you'll reach out to Support. Send us a message by tapping 'Contact Support' below. Include the passenger's name and date of the ride, and we'll make sure they're taken care of.

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Ride ended too late

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 dropoff location in your message.

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Unable to tap to arrive or drop off

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.

  1. Force quit your app and reopen it
  2. Toggle airplane mode on and off
  3. Turn your phone off then on again
  4. Uninstall and reinstall the app

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