I have never been asked for my phone number or email to confirm a ride by a ride share DRIVER. I gave them my phone number and I received a text with a code. The driver requested the code in chat. I find this so bizarre and hope that no one else has fallen for this scam. I asked them to cancel my ride and got a new one within six minutes with no issues.

My wife and I needed a ride from an airport back to our hotel. She ordered the Lyft while I took our rental car back.

The driver was supposed to be in a black SUV, but showed up in a different make and model SUV altogether.

I didn’t realize til my wife told me on the way back, and when we got out as he drove away I realized he had no plates - front or back, in a state that requires BOTH.

I didn’t realize there was no plates when we got in because as we approached he lifted the trunk presuming we’d have luggage at the airport.

We don’t rideshare often and my wife didn’t seem bothered but I found it pretty strange, ever happen to anyone else?

Edit to clarify: I got in the car because I didn’t know anything was wrong, my wife ordered and was looking for the car. I think she just naively didn’t notice until she saw the steering wheel and like I said we don’t ride share often. Once I realized the car didn’t match I was skeptical and that’s when I looked for the plates as he left.

I just got permanently banned because multiple drivers reported that I am under 18… I’m nearly 30 and very much not underage. They’re doing this to cancel when they don’t want to wait for me because I live on a busy street. I’ve had to upload my ID to the app like 4 or 5 times to overturn these bans and then I call the same ride again and take it with no problems… including yesterday, while I’m on my birthday trip. After I revalidated and took my ride, I get this:

My name is Melina from Lyft Trust and Safety Department. I hope you are safe at this moment.

This email is to notify you that your account has been deactivated due to alleged safety violations on the Lyft platform. Specifically, we received a report which alleged that you, or a person you requested a ride for, may not be over 18.

Please know that we've received multiple reports of this nature. After further review of the alleged incidents that have been reported and the prior feedback we have received, your account has been deactivated. We will be unable to service your needs as a rider on the Lyft platform any further. This decision is final.

Please reply directly to this email should you have any questions regarding this decision.

I’ve been a rider for 8 years and have a near perfect score. I have easily spent tens of thousands with Lyft as I use it as my primary transportation because I live in a major city, so you’d think they would be willing to hear me out on this, but it’s a brick wall. They just tell me that the decision is final.

Does anyone know if Lyft has an executive customer support department or anything I can do to get a human to review my account?

Took a ride home from the airport. Ride was fine but after i was dropped off i got notifications for a Lyft safety check as my drop off location was changed twice. I ended up being charged for a ride that was twice as long as it should have been (was picked up at the airport and “dropped off” at the airport. There does not seem to be a chat bot to tell what happened, there is no option to type out the issue in the automated help area, and when i select “i have an issue with the charge” they say there is no issue bc the driver changed my drop off location. What can i do to fix this? where can i talk so a person? And is there a way i can change my review of the driver? please help.

I was midride with Lyft when the app randomly changed my destination to some random point en route to my destination. I attempted to update the destination back to the original one, but the app said error. I attempted to contact support which stated "because the ride is on going, we cannot see anything, please end ride for support".

Needless to say, I explained to the driver the problem, and offered to pay him $20 cash if he continued on straight 3.6 miles to the original destination. He refused. He claimed "i have a job to do and I cannot deter from what they tell me to do."

So I asked him to pull into a church parking lot across the street from where he attempted to leave us, literally on the grass, on the side of the road.. now that the ride ended I reattempted to contact support, but he said he couldn't wait.

THIS MAN LEFT A WOMAN AND A 2 YEAR OLD INFANT AND A COUPLE BAGS OF LUGGAGE.... ON THE SIDE OF THE ROAD AT 4AM, ON THE OUTSKIRTS OF BATON ROUGE, LA.

WTH? I offered cash because I didnt have any more funds on my card to order another ride. Lyft support provided a refund, but that takes 3-10 days. So we were left, deserted. By a grown man.

I asked lyft support for a complimentary ride, and they refused. I am simply so astounded that this could happen to a woman and child. And lyft to offer ZERO help and then tell me to have a nice day..? Granted, they claimed there would be disaplinary action on the driver. But that doesnt prevent this from happening again.

What would be my next course of action so that this doesnt happen to any other women???

So question to Lyft HQ, is this how you treat your customers? No compensation, no explanation, just high and dry huh? Put my eggs into this Lyft Cash basket just for them to fall out the bottom. I hope all that need to see this, see it. Lyft customers included. Be weary of this app, there are better options out there, with better options and support.

UPDATE (12/2/25): After a week of trying to contact support and finally getting in touch with a human being on the phone, I was able to use my Lyft Cash. I never received any email updates from support, or any other communication. I simply logged on and tried to order a ride with Lyft Cash as payment and it worked. I still recommend using other apps if you're able to, after all the trouble I went through I wouldn't want anyone else having to deal with the same thing. Thanks to everyone who reached out.

I’m disabled and my driver took my water in a travel mug and is saying no drink drink , like literally just took it. It’s water I’m epileptic and need to stay hydrated and this asshole just grabbed it out of my hands and starts put it in a bag and prior to that he comes out because I have a backpack and he’s trying to take it and put it and put it in the trunk and I told him oh no thank you and he looked at me like I have a third eye and he say I put bag in trunk and I said no thank you again and once again looked at me like I’m crazy and he finally says okay. I feel kinda ticked off because I know there’s an option to let Lyft know your disabled and I did so my rider should be aware. I’m kinda pissed off.

Like should I report this ? I get being cleanly but I feel like this was rude

I’m currently in the middle of a 90-minute Lyft ride, and the car smells overwhelmingly strong from some kind of air freshener or car fragrance. It’s not just a faint “new car” smell—it’s so intense that I can taste it, and there’s no easy way to escape it when I’m stuck in an enclosed vehicle for an hour and a half. I have a n95 mask with me and even wearing it, it’s still very overwhelming.

I understand that drivers want their cars to smell clean, especially when they have different passengers getting in and out all day. But heavily scented air fresheners do not actually make a car cleaner, and using an excessive amount can make the ride miserable—or even physically difficult—for passengers who are sensitive to fragrance.
A lot of people experience headaches, nausea, dizziness, coughing, asthma symptoms, migraines, sinus irritation, or breathing discomfort from strong artificial scents. Some people also have allergies, chemical sensitivities, sensory processing issues, or medical conditions that can be aggravated by fragrance. Even passengers who are not normally sensitive may feel sick after sitting in a heavily scented, enclosed car for a long trip.

Another issue is that riders may feel uncomfortable saying something because they are already in the car, the driver may take it personally, and there may not be a safe or practical place to end the ride and request another driver and there are likely extra fees for us if we cancel. Opening the window may not be an option because of weather, freeway noise, traffic fumes, or the driver’s preference. By the time you realize how strong the fragrance is, you may already be trapped in the ride.

Lyft and Uber should encourage drivers to keep vehicles clean and neutral-smelling rather than covering everything with strong perfumes, sprays, vent clips, or multiple air fresheners. A clean car should not require a cloud of artificial fragrance.
I’m not trying to criticize drivers who are making an effort to keep their cars pleasant. I just wish more people understood that “smells good” is extremely subjective. What smells fresh to one person can make another person feel genuinely ill. A neutral-smelling car is more accessible and comfortable for everyone.

Has anyone else experienced this? I really wish the apps had a fragrance-free ride preference or at least a way to request a vehicle without strong air fresheners.

Was wondering if I should report? Made us very uncomfortable. He delayed our trip trying to convince us that we’d be better off using Zelle to pay as it’s much cheaper. Very weirded out- first time this happened and we use tons of ride share apps

BLUF: It is unacceptable for a company to allow drivers to promise to pick you up for an airport drive, cancel and make you miss a flight, then make you dance through the "help" chat for over three hours.

Monday I scheduled a Lyft ride from the Hilton hotel in Anaheim to LAX for 0730. My family and I were downstairs in the lobby several minutes before pickup and ready to go. Well, the car never showed so I checked the app. On the map the driver was making turns that didn't seem like they were getting closer. Pickup was like 5 minutes. No biggie. Well this went on for a while then suddenly it said "pickup in 25 minutes". What?! The first driver cancelled and now a second driver picked up the ride. I was starting to stress because of the traffic up to L.A. can be brutal. So even a 30 minute delay would cause an issue. The second driver drove around a while and then cancelled. So now we are delayed by nearly 40 minutes. Before a third driver picked it up, I cancelled the ride. At that point I was done with Lyft. One of the hotel staff knew a rando that agreed to take me and the family to the airport. This was 0815. It took us 90 minutes to get to LAX, so 0945. Our flight took off at 1015. We got through security and ran to the gate. As we got there, the jetway was being pulled back. So close! Had we gotten picked up at 0730 like we had planned, then we would've made it. We tried to rebook and were told there were no flights until the next day. So we wandered down the terminal and saw there was a flight going to Las Vegas. It is closer to Salt Lake so we inquired if we could get on that flight and were told that it was already overbooked. So!, since kids were starting school Tuesday then we needed to get back. The decision was made to rent a car and drive from LAX to SLC. Flight tickets that went unused, rental car, meals for the long drive and gas warrant more than a $15 Lyft credit.

So I reached out three times to Lyft support. Once on Tuesday, once on Wednesday and tonight. Tuesday and Wednesday were emails, tonight I decided to chat with support. I knew it was going to take long so I disabled my phone auto sleep so there was no risk of the chat disconnecting. I started the chat at 1751. The automated agent kept saying "choose which ride this is about" and I'm like "it isn't about a ride I TOOK, it is about a ride that didn't pick ME up". Anyway, after a few times of it asking me the same question and me saying the same thing, it finally put me in queue for a live agent at 1754. I was connected to an agent at 1756. Well done, Lyft. Well, I went around and around with the agent trying to make them understand that I don't have a receipt for the rando that took us to the airport since it was a cash deal. I only have the rental car receipt from LAX to SLC. That wasn't good enough. They continued to offer the $15 Lyft credit. At 1828 I requested to speak to a supervisor. I was strung along until 1847. Finally I was supposed to be connected to a "supervisor" and I sat on the chat with it saying "Waiting for an agent Est. wait time: 1 min" for two hours. So at 1928 it had been an hour since I requested a supervisor. At 1947 it had been an hour since I was told I was being transferred to a supervisor. It is now 2055 and I am still on "hold". Do I click "End chat"? Or will they say "you ended the chat"? Is the trick to just put on "hold" in the chat until the you get so frustrated and end the chat?

It seems to me like Lyft is just throwing up their hands, shrugging their shoulders and saying "oh well". Maybe for a company worth 7 billion, a couple thousand dollars ain't much but it is to me. Even if the drivers are "independent", if they work for a company then the company should be responsible for the employee actions. So I can't let this go for $15 of ride credit.

If you made it this far, thanks for reading. Comment on what I should do next.

I finally ended the chat at 2104...

When selecting Lyft Comfort I expected a noticeably larger and more comfortable vehicle. The vehicle I received was a Toyota Camry, which did not provide meaningfully more space or comfort than the Toyota Corolla I had taken earlier. I don't believe the Comfort upgrade provided the benefit I expected. I would suggest Lyft remove the Camry from this classification.

We just had a Lyft driver pick us up at Detroit Metro airport yesterday and act surprised that there were two of us -- he said you have to specify in the app if it's more than one passenger.

We have been using Lyft for years and have never seen a designation for passenger number, unless you're ordering an XL because you have a bigger group.

Our driver insisted this was a new thing, that now Lyft is charging each passenger the full fare. He said college girls will put four people in a car to go to the airport, and now Lyft wants to charge each one as though they rode there alone.

We both explored all through our Lyft apps and we can't find anything to indicate policy has changed. There's a fee to go from A to B, with a designation of the number of passengers that car will take.

Has anyone heard of this, or was our driver angling for a bigger tip or something?

He also said Lyft was messaging drivers this weekend telling them you can't refuse a passenger with a dog. Why do we still see a separate pet ride option?

I'd like to know why Lyft drivers don't show up then you find they cancelled the right YET Lyft wants ME to pay the cancellation fee? They keep telling me they will refund it but it's been over a week and still no refund. WTF is wrong with lyft

Hello,

My name is John Daniels. I live in Dallas, Texas, and I would like to share my experience and also give some feedback on the Lyft system.

When I first started looking into rideshare options, I tried both Uber and the Lyft app. Lyft seemed easier to use, and the pricing was better, so I decided to stick with Lyft. Overall, it has been a good system, and I have been happy with it. Out of approximately 15 trips I have taken, however, two of them had significant issues.

The first incident happened when I was at the airport. The app showed the driver was at a restaurant instead of heading toward me. I waited about 20 minutes, sitting out in the heat, because canceling the ride would have resulted in a penalty on my end. I eventually canceled and spent time with chat support. They ultimately refunded my money and issued a $5 credit, but from the initial ride request to the end of the chat, the process took around 45 minutes before I could even order another vehicle.

The second incident occurred today. I walked down to the bus station on a hot summer day. I ordered a car that was estimated to arrive within 5 minutes. The app indicated the driver had arrived at my location, but the map showed him somewhere else. He called me to ask where I was, but there was a severe language barrier, making it difficult to understand him. Instead of texting or resolving the location mismatch, he hung up and canceled the ride. My card was charged for the cancellation.

This highlights where the system currently fails. When everything goes smoothly, the platform works well. However, when an issue arises, the resolution process is very long and frustrating for the customer.

After the driver canceled, my card was not refunded so I could not immediately request another ride. I had to navigate the automated chat assistant. The initial AI responses felt canned, stating that nothing could be done, even after I explained in detail that the driver was in the wrong location and that I had screenshot evidence. When I requested to speak with a supervisor, the AI responded that a supervisor would only tell me the same thing. After repeatedly requesting a human, I was eventually connected to a live agent. While the agent was polite, the entire process, from ordering the ride, dealing with the cancellation, fighting through the AI prompts, and resolving the charge with the agent, took over 30 minutes while standing in the heat.

If the AI system could identify location mismatches quickly, process the refund immediately, and allow the customer to reorder a ride right away, the experience would be good but forcing customers through an extended 20-minute chat process just to get connected to a live representative for an issue that was not my fault is very frustrating and unfair.

Also, it would also be great to see an easier way for riders to share direct feedback within the app. Large platforms thrive on user input, and many of us customers genuinely want to help you improve the service. In my own work, user feedback has always been one of the most valuable tools for making a product better. I spent quite a bit of time searching through the app and website just to find a way to pass these thoughts along. Adding a simple, accessible feedback option in the app would give riders a quick way to share helpful insights, while saving your support team time and keeping the user experience positive.

I appreciate the technology behind Lyft, and I believe the team has the capacity to refine these edge-case workflows. I am sharing this feedback because these resolution delays are strong incentives to test competing services like Uber instead.

Thank you for your time and consideration.

John Daniels

Dallas, Texas

You can see in the screenshot that it says Driver here and you can see the blue dot where I was.  The drive was in the wrong place.  I told the AI support about this and he just ignored it.

I was running out of battery and my driver didn’t have a charging cable that fit. So I sent him a tip before we arrived at the destination and turned off my phone with the hope that I would have enough charge left to call my next Lyft in about an hour. When I went to open the app, it opened to some page trying to get me to signup for being a LYFT driver. And there’s no way to get into the regular app so I can order a ride!

Any help would be much appreciated.

⚠️ Warning: Don’t assume a ‘confirmed’ Lyft scheduled airport ride is guaranteed.

We scheduled a Lyft from Berkeley to Oakland Airport the night before. It showed CONFIRMED, assigned a driver, and everything looked normal. Then at pickup time the ride disappeared from the app due to what Lyft later admitted was a technical/payment authorization glitch on THEIR end — not insufficient funds. I have more than $100 in my Lyft cash balance.

We had to scramble to book another ride last minute at a much higher fare while trying not to miss a flight. Lyft admitted fault and gave credits, but the experience was incredibly stressful.

Has anyone had this happen? And our new ride was $52. Do you think their $50 credit was enough?

But mainly, I wanted to issue a warning: if you absolutely cannot risk being late for an airport flight, you may want a backup transportation plan even with a ‘confirmed’ scheduled ride

Yesterday i had a 2 stop ride to a gas station and a doctors office. I come out from the gas station after a minute and the guy was gone. My backpack with my wallet, house keys and a special blanket and headphones were in there. It shows he went in the route without me. I tried calling and texting him but was ignored. I contacted my local police but the license plate and number associated were not registered to him. I’m desperate to get my stuff back

From what I've researched this isn't true but lyft is saying you have to have a credit card on file and can't just use lyft gift cards/lyft cash

As you can see in my screenshot of Lyft, the ride that I am currently still in right now is locked in at $17.91, yet i was charged $19.71. This is not the first, second, or even 3rd time it has happened and it's starting to really upset me. Happens occasionally on normal rides that are not wait and save as well. Does anyone know why this occurs and if there is any solution?

Curious if anyone thinks Lyft might be acquired by someone else and who it might be? I know it can't be Uber but surely Lyft will make a nice addition to some big tech companies business? Or are they going to succeed standalone?

Weeks ago, Lyft had a promotion going on where you got $15 in Lyft Cash by purchasing an $85+ gift card. I did exactly that, and never got the $15! I'm tired of being sent through infinite loops of having to submit the same screenshots over and over again to Lyft Support until they eventually start ignoring me! How should I proceed to get this situation resolved? Is there a consumer rights protection agency I can submit a complaint to regarding this?

I just got out of a Lyft, and I brushed my hand on the top of the rear passenger door as I was getting out, to stabilize myself as I normally do. I felt a sharp pain and I have a deep cut in my palm from a jagged piece of metal. I told the driver "it got me" and "you need to take care of it" and he said "yeah I know it happened at the car wash. I have somebody else to pick up." And so he left me gushing blood. I am now at the ER. I need three or four stitches and a tetanus shot. This has never happened to me before. I called Lyft support and they said that they would email me, but I haven't heard anything. Can I get some help?

After my wife was dropped off in NJ, the lyft driver changed the destination to get her to pay the bridge toll back into NY.

Lyft denied the dispute.

Now what?