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    Resumen de problemas relacionados con viajes

    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.
    Si en alguna ocasión transportas a un pasajero y te sientes incómodo por motivos de seguridad, infórmanos lo antes posible seleccionando “Contactar a soporte” más abajo. Puedes pedirle al pasajero que cancele el viaje o cancelarlo tú mismo si él no lo hace.
    Nunca rechaces un viaje por razones discriminatorias o por la ubicación del destino, a menos que esté a más de 100 millas de distancia.
    Visit the Learning Center tab in your Lyft Driver app to hear advice from some of our top drivers on handling unexpected passenger situations.

    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 for the timer to count down to 0:00 after you tap to arrive, but you're welcome to wait as long as you feel necessary. If you cancel as a no-show, you'll receive the cancellation fee.

    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.
    Check out of 5-star driving tips in the Learning Center tab of your Lyft Driver app for some helpful pickup tips from our top drivers.

    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 and can put you at risk of a citation if you agree to a pickup outside our coverage area.
    Te sugerimos que les informes a estos pasajeros sobre el uso adecuado de Lyft, no solo para protegerte a ti mismo, pero también a la comunidad. Aquí se detalla lo que puedes hacer:
    • 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

    Tenemos un término para esto: "robo de viaje". Es importante asegurarse de que no se le cobre el viaje de otra persona al pasajero que está pidiendo el viaje. Si te ocurre esto, pídele amablemente al pasajero incorrecto que se baje de tu vehículo y que pida su propio viaje.

    Ride ended too early

    Cuando terminas un viaje anticipadamente, la app deja de registrar el tiempo y la distancia del viaje. Para que las ganancias de los viajes se calculen correctamente, los puntos de origen y destino deben registrarse con precisión.
    Nota: No podemos ajustar las ganancias para viajes que no se registraron correctamente en la 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
    Es posible que la app demore algunos instantes en confirmar que seleccionaste “Recogido” si tienes algún problema de conectividad, por lo que te pedimos que toques una sola vez.
    Si seleccionas “Toca para dejar” por error, toca “Cancelar” para seguir en el viaje. Al tocar “Confirmar bajada” se concluye el viaje. Si el pasajero no proporcionó un destino final al pedir el viaje, ingresa uno antes de comenzar el viaje. No ingreses direcciones mientras manejas.

    Ride ended too late

    If you forget to end a ride, the passenger is charged for any additional time and mileage.
    En estos casos, es importante que nos envíes un mensaje. Toca “Contactar a soporte" más abajo para que podamos encargarnos de la situación con el pasajero. Incluye el destino final en tu mensaje.

    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.
    Si se congeló la app, intenta los pasos a continuación. Seguirás en tu viaje actual aunque salgas de la app o la desinstales.
    1. Cierra la app por completo y ábrela de nuevo
    2. Activa y desactiva el modo de avión
    3. Apaga y vuelve a encender tu teléfono
    4. Desinstala y vuelve a instalar la app
    Consulta también lo siguiente:

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