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 | Lyft does not provide a direct customer service phone number on its website. Instead, the company directs customers to its online help center for support inquiries. |
| 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
Project Manager
150 2nd Avenue North
Nashville, TN 37201
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.
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?
Submit your review | |
Lyft usually take my money without refund. In 2024 I lost my $60 for free, last January 27, you took my $25 for free again!!! I’m telling you to give me my money back but no answer ! This is no good. I’m very disappointed by Lyft. Please give me back this money starting by lwhat you took last week from my debit card ending by 5975
It’s ironic that Lyft gives you a PIN to share for safety when they lie about their pickup times which is completely unsafe. Just be honest about how long a pickup will be to plan accordingly.
I was a dedicated customer for over a decade. I have taken thousands of rides and spent thousands of dollars. I was so grateful when they created a company that provides rides. Yesterday I was devastated, in shocked and very upset. For no reason Lyft banned me for using their service. I have always been very kind and polite to the drivers. I have made friends with some of them. When I called, the told me they couldn't give me a reason. This is totally wrong. I depend on transportation to get back and forth from work.
I'm an independent contractor who drives part-time for Lyft I'm. I'm retired army E-8 MSG. I maintain a five-star rating as a driver. Yesterday as I dropped off a rider I turned the the apps destination filter on to go back to the airport in Detroit where I work out of. I tried to turn the app off when I got to the waiting lot. It would not allow me to turn off the prompt kept disappearing before I could touch it. I was on a 20% turbo bonus and the rides that popped up I tried to accept but it kept mentioning I was outside my destination. I was in the waiting lot where we wait. The app crashed on me I had to reboot it. And when it came back up I lost my 20% turbo bonus and was dropped down 30 places in the airport queue. I spent well over an hour with bull crap empathy scripted conversations through the chat through the app. I woke up this morning to emails and response to my complaint. Asking more of my time and more fake empathy. Not wants to this company who makes money off of me as I maintain a five-star rating with passengers try to compensate me 20 or $30 for my missed wages because of the glitches in their app. If I could give this company zero Stars I would. There's no Avenue for me to complain so I will blast everywhere through social media and tell people to go to Uber and drivers to reconsider driving for a company that does not take care of its contractors. I lost wages and time to try and discuss with an outsourced Indian customer service. Beware of this company they do not take care of their people.
My card was charged tripled on the ride that I did on December 16, the driver is on arrival mode and am waiting, all of a sudden it said that the driver arrived wherein it's not, I got charged on my card during booking, another charged took place after how many days to my card, this is so frustrating and I feel like discontinue using their service with this incident.
