Concierge rider experience

Learn more about the different text messages Concierge riders receive.

Select the ride type to automatically skip to flow:


SMS message experience by ride type

Once a ride has been requested in Concierge, the rider will receive a series of updates about their ride via SMS. For a new rider, no matter the ride type, they will receive a link to Lyft’s Terms of Service, which they need to review and accept. Clicking the link in the SMS message will open a new pop-up via web browser for the rider to read and approve the Terms of Service. If a rider has the Lyft app, clicking on some of the links in the SMS messages will take the rider to the Lyft app experience, rather than the web page experience shown below.

On-demand

An On-demand ride means that you are requesting an immediate ride for your rider. You can see the step-by-step path your rider will be shown below. 

  1. Informing the rider of details about the pickup
    For On-demand rides, the first message every rider will receive for a ride is an SMS message alerting them that a ride has been requested on their behalf. The messages will state the organization's name so the rider will know who requested the ride on their behalf, the pick up address, and the destination.
  2. Matched with a driver
    After the ride is matched with a driver, the rider will receive additional SMS messages with details about their pickup, including the driver's name, vehicle make and model, and license plate number.
    1. Riders with mobile internet access can also access a live ride map for tracking their ride by clicking a link sent via SMS with the message, “Track the ride on the map" or by clicking 'Track ride on map' in the web browser.  
  3. Driver arrived
    Once the driver has arrived at the pickup location, the rider will receive an SMS message notifying them. 
  4. Ride completion
    When a ride is successfully completed, a rider will get an SMS message prompting them to rate their ride.

Scheduled

A Scheduled ride has a specific pickup time, and our system will automatically start to look for a driver to pick up your rider before the date and specific time you scheduled. You can see the step-by-step path your rider will be shown below.

  1. Informing the rider of details about the pickup
    For Scheduled rides, the first message every rider will receive for a ride is an SMS message alerting them that a ride has been requested on their behalf. The messages will state the organization's name so the rider will know who requested the ride on their behalf, the pick up address, and the destination. 
    1. Your rider will also receive a reminder notification the morning before the ride is scheduled to take place. 
  2. Matched with a driver
    After the ride is matched with a driver, the rider will receive additional SMS messages with details about their pickup, including the driver's name, vehicle make and model, and license plate number. 
    1. Riders with mobile internet access can also access a live ride map for tracking their ride by clicking a link sent via SMS with the message, “Track the ride on the map” or by clicking 'Track ride on map' in the rider web. 
  3. Driver arrived
    Once the driver has arrived at the pickup location, the rider will receive an SMS message notifying them. 
  4. Ride completion
    When a ride is successfully completed, a rider will get an SMS message prompting them to rate their ride.

Flexible

For a Flexible ride, your rider can request their Lyft ride when they're ready to go. They can do this by either tapping the link in the SMS message they received or by calling 1-800-836-LYFT. Unlike On-demand and Scheduled rides, riders don't have to remember or adhere to a specific pickup time.

  1. Informing the rider of details about the pickup
    For Flexible rides, the first message every rider will receive for a ride is an SMS message alerting them that a ride has been requested on their behalf. The messages will state the organization's name so the rider will know who requested the ride on their behalf, the pick up address, and the destination. 
    1. For rides requested at least a day in advance, riders will receive a reminder at 7 pm the night before the ride is available to be requested. If the rider also has a Scheduled ride the next day, we’ll include those details in the reminder.
  2. Matched with a driver
    After the ride is matched with a driver, the rider will receive additional SMS messages with details about their pickup, including the driver's name, vehicle make and model, and license plate number. 
    1. Riders with mobile internet access can also access a live ride map for tracking their ride by clicking a link sent via SMS with the message, “Track the ride on the map” or by clicking 'Track ride on map' in the web browser.  
  3. Driver arrived
    Once the driver has arrived at the pickup location, the rider will receive an SMS message notifying them. 
  4. Ride completion
    When a ride is successfully completed, a rider will get an SMS message prompting them to rate their ride. If the rider has another Flexible ride available, they will receive a reminder with a link to request the ride. 

Leaving feedback

Optionally, riders can provide feedback about their experience for all ride types. If they click the link in their SMS message it will open a browser tab where they can rate the ride and provide feedback.


Canceling a ride

If the rider no longer needs the ride for any reason, they have the option to reply “C” to the first text message to cancel the ride themselves. They can also cancel via a weblink as shown below. Please note that Lyft's cancellation policy also applies to Concierge. 


FAQs

What happens if Wait & Save or Priority Pickup has been chosen by the coordinator?

The rider will receive an estimated waiting window for approximately how long they’ll need to wait to be matched with a driver. If they have mobile internet access, they can also click a link sent via SMS that will open a ride map showing the anticipated ETA of the driver.

What happens if the rider misses their ride?

If the rider misses their ride, they’ll receive a text message advising them to call the organization that requested the ride to rebook if needed.

How do I track an Assisted ride? 

You can track an Assisted ride the same way as a standard Concierge ride. 

Can the rider still unsubscribe from SMS messages?

Yes, the rider can unsubscribe from promotional text messages by replying ‘Stop’ to the SMS messages. The rider can text “STOPALL” to unsubscribe from all texts from Lyft (including operational or transactional texts). They can resubscribe by replying ‘Start.’

My rider said they didn’t receive the ride link via SMS. What should they do?

If your rider is not receiving the SMS with their ride link, they may have previously opted out of receiving SMS texts from Lyft. They can opt back into receiving SMS texts at any time by texting the word STARTALL to 46080. 

If they are still not receiving the ride link after opting in to receive SMS, your rider can always call 1-800-836-LYFT from mobile phones to request their ride and hear their ride details. They can also call back this number once the ride is on its way to hear their ride details.

What does the rider see if I edit a ride? 

The rider will receive an additional SMS message with the updated information.