Lyft is a ride-sharing service that allows users to request rides via a mobile app. It connects passengers with nearby drivers, who use their personal vehicles.
How to reach a person at Lyft
Lyft Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate Lyft
What you need to know about Lyft
Lyft is plagued by what we’re calling the Lyft vomit scam — a systemwide issue where drivers collect payments from riders for allegedly damaging their vehicles. We have suggested ways to fix the problem, but Lyft has ignored them. Until these problems are fixed, we will continue to warn customers and to give Lyft a low responsiveness rating.
- Lyft’s customer service response times depend on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve an issue with Lyft through our insider guide or by reaching out to our executive contacts.
- Lyft’s customer service policies follow standard practices. Below are the frequently asked questions about Lyft.
Lyft customer service response times
Use our customer service contacts (the automated system rarely leads to a satisfactory conclusion because we believe it is guided by an unsophisticated AI). Check out our guide to using ridesharing companies for more tips on fixing your Lyft problem.
| Phone support | Response time can vary, as they typically prioritize handling inquiries through the app or online help center. Call customer service at (855) 554-1297. |
| Live chat | Lyft does not offer live chat via phone, but it provides in-app live chat support for customer service in certain cases. |
| Social media | Lyft’s response time on social media (such as X or Facebook) can vary depending on the volume of inquiries and the urgency of the issue. Here’s how to reach Lyft via social media. |
| Help center/FAQ | Response time for issues submitted through the help center can vary, but generally, Lyft aims to respond within 24 hours. |
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.How to resolve a problem with Lyft
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Lyft Industries mailing address
185 Berry Street
Suite 5000
San Francisco, CA 94107
Lyft loyalty program
Lyft’s loyalty program, Lyft Pink, is a monthly paid subscription service offering benefits such as 15 percent off rides, priority support, free bike and scooter rides, and simplified tipping.
Lyft social media channels
Lyft executive customer service contacts
Primary Contact
Jacob Rudolph
Executive Escalation Team Lead
150 2nd Avenue North
Nashville, TN 37201
jrudolph@lyft.com
Note: Best email address to use as per Lyft’s instruction: jacobrudolph@lyft.com
Secondary Contact
Erika Acheson
Director – Safety and Customer Care
150 2nd Avenue North
Nashville, TN 37201
eacheson@lyft.com
Chief Executive
David Risher
185 Berry Street
Suite 5000
San Francisco, CA 94107
risherd@lyft.com
Note: Lyft says Risher’s email address, risherd@lyft.com, is “not the email address to reach David Risher for any reason.”
Alternative email address: david@lyft.com
Lyft customer service policies
What is Lyft's privacy policy?
Lyft’s privacy policy outlines how the company collects, uses, and shares your personal information when you use the services.
How can I access or update my personal data on Lyft?
Lyft allows users to access, update, and delete personal information through the app or website.
What are Lyft’s terms of service?
Lyft’s terms of service set out the rules and guidelines for using the Lyft platform. This includes your rights and responsibilities, as well as Lyft’s obligations regarding the service.
What is Lyft’s cancellation policy?
Lyft’s cancellation policy varies based on the ride type and location, and includes cancellation fees depending on when you cancel the ride. The specific policy is outlined in the terms of service.
Lyft self-service links
Where can I find help for issues with my Lyft ride?
Visit the help center in the Lyft app or on the website.
How do I find information about Lyft's safety policies?
Lyft provides a comprehensive guide on safety policies that covers driver background checks, in-app safety features, and community guidelines.
How do I report an issue with my Lyft driver?
If you have an issue with a driver, you can report it through the help center in the Lyft app. Lyft provides a dedicated section to file complaints or provide feedback about the ride experience.
How can I cancel my Lyft ride and get a refund?
If you need to cancel a ride and possibly get a refund, visit the help center in the Lyft app. There are clear instructions on how to cancel your ride as well as details about any applicable fees or refunds.
Steps to contact support in the Lyft app:
- Open the Lyft app
- Tap on the three horizontal lines (menu) in the top-left corner
- Go to the “help” tab
- Select a help topic that best matches your issue, or scroll down to find options for common issues like “Lyft ride and payment issues” > “Ratings”, for example
- If the article doesn’t resolve your issue, tap “contact us” and follow the prompts to submit your inquiry
What is Lyft?
Lyft is a transportation company that offers ridesharing services through its app, connecting passengers with drivers. It also provides services such as bike and scooter rentals.
Should I contact the executives directly?
As a first step, Lyft encourages users to contact customer support via help.lyft.com or through either of the two features of the Lyft Driver app: the “help” tab or the support and safety option. To ensure your issue is resolved as quickly as possible, Lyft recommends contacting support via these pathways before reaching out to an executive.
Elliott Advocacy also recommends using our proven methods for fixing any consumer problem before contacting a manager.
How do I file a complaint against Lyft?
- Open the Lyft app and tap your profile photo in the top left corner.
- Choose “Ride History” and find the ride you want to complain about.
- Tap on the ride and use the help section at the bottom of the receipt to report an issue. This starts a chat with Lyft customer service.
- Explain your complaint in detail to the customer service representative.
How can I get a refund from Lyft?
- Open the Lyft app and find the ride for which you want a refund.
- Tap on the ride, scroll down, and select “Get Help.”
- Choose “Dispute the fare or charge” and explain the problem.
- Lyft will review your request and give you a refund either to your card or as Lyft credit.
Some common reasons for refunds from Lyft include:
- Unauthorized charges if someone else used the service but you got charged.
- Overcharges due to bad route choices by the driver.
- Unprofessional behavior by the driver.
- Accessibility issues, for instance if a driver won’t pick you up because you have a collapsible wheelchair.
- If the driver cancels your ride, you won’t be charged, and you should get a refund if you were already charged.
- You won’t get charged if the driver never shows up, and any pending charges will be released.
Remember, refunds are up to Lyft’s customer support team. You will receive either a refund to your credit card or a credit for future rides. Refunds usually take 3 to 5 business days to process after approval.
What should I do if I left something in a Lyft vehicle?
Go to the app, tap on ‘Ride History,’ select the ride, and choose ‘Find lost item.’ Then, contact the driver to arrange a time to retrieve the item.
How do I apply a promo code or discount to my ride?
Apply a promo code in the ‘Promos’ section of the app before requesting a ride. Make sure the code is still valid and applies to your ride type and location.
Who is the CEO of Lyft?
David Risher, appointed in 2023, is the current CEO of Lyft.
Who founded Lyft?
Lyft was founded by Logan Green and John Zimmer in 2012.
Who owns Lyft?
Lyft is a publicly traded company. Major institutional shareholders include investment firms such as Vanguard Group and Fidelity.
Where is Lyft based?
Lyft is based in San Francisco, Calif
Does Lyft have in-app support?
Yes, open the Lyft app, tap the menu icon (three lines in the upper left corner), select ‘Help.’ From here, find answers to common questions or chat with Lyft support.
How do I change my Lyft account settings?
Update your account information directly in the app:
- Personal info: Tap the menu icon (three lines), then ‘Settings’ to update your profile, payment information, and more.
- Ride preferences: Modify your ride preferences (e.g., car type, pickup locations) in the ‘Settings’ menu.
Can I call Lyft customer service?
Yes, call Lyft customer service using the phone numbers listed on the website, but a reader reported that (415) 767-5968 does not ring, while (844) 250-2773 redirects to the website.
How to get professional help with your Lyft problem
If you need help with Lyft, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of Lyft?
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Got charged for an $80 damage fee (vomit) that I did not cause. It's too bad I caught it at a much later time. I did not receive an email about this. According to Lyft, if the driver took pics, it's the passenger's fault. So if the driver makes a mistake or scams a passenger, the passenger needs to pay regardless. Anyone can take pics of damages. A pic or video of the passenger actually causing the damage would be a lot more believable.
I will never use lyft again ,the driver didn't pick me up, then i called him and he said he was on his way in 3 minutes, he never showed up,then i called again he told me he would be there in 5 minutes and never showed,then i disputed the transaction a d they told me i couldn't get a refund. THAT WAS VERY UNPROFESSIONAL, straight horrible, i wouldn't recommend anyone to use this service
I was charged $150 for a car damage that I didn't do. I tried through the normal help channels many times to get the charge removed but they refused. Finally, I found this website and emailed Jacob Rudolph - listed here as primary contact. They say they are removing the charge. I'm waiting to see that come through. Thank you so much for your help!
Horrible response I had to use an emergency line to even contact a person.
I was charged $150 for damage and it was pictures of vomit all in the vehicle. The ride was on January 3rd in Las Vegas. I am 71 and I don’t do things like this. They are refusing to refund my money
