What is the passenger experience for Concierge?

When you request a ride using Lyft Concierge, your passenger will receive ride updates so they can be ready to go on time.

Passengers will receive a series of updates about their ride via SMS. The messages will state your organization's name so the passenger will know who requested the ride on their behalf. Below are samples of the different messages a passenger can receive, based on the ride you requested for them.

Please note these communications are subject to change. These are current as of January 14, 2019.


On-demand

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  1. When you complete an on-demand ride request through Concierge, the passenger will receive a text alerting them that a ride has been requested on their behalf. They will also receive a second text with instructions on how to stop future messages.
  2. When their ride is matched with a driver, they will receive a third text that contains the driver's name, car model, and the car's license plate number.
  3. A fourth and final text will be sent to the passenger when their driver arrives at the pickup location.

 

Pre-scheduled

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  1. When you pre-schedule a ride for a passenger, the first text they will receive will alert them to the upcoming date and time of the scheduled ride. Again, they will also receive a second text with instructions on how to stop future messages.
  2. On the day of the scheduled ride, a driver will automatically be matched with the ride a few minutes prior to the scheduled time. Your passenger will receive a text with the driver's name, car model, and the license plate number to look out for.
  3. A fourth and final text will be sent to the passenger when their driver arrives at the pickup location.

 

Flexible

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  1. With flexible rides, the passenger will receive an SMS text with a link to request a ride at their own convenience. They have 24 hours to use the link before it expires.
  2. The link will open up their default mobile web browser. From there, they’ll see the ride details, like the pickup and dropoff location you entered for them. To complete ordering the Lyft ride, they simply have to click “Request Lyft” and they will be matched with a nearby driver.
  3. The passenger will receive a text with the driver's name, phone number, car model, and license plate number to look out for.
  4. They'll also receive a text with a link that allows them to track their ride on a map as the driver is picking them up.
  5. The map will update live as their driver approaches the pickup location.
  6. A final text will be sent to the passenger when the driver arrives at the pickup location.


Cancelled

The passenger will also be alerted by text message if either you or the driver cancel the ride request. The following texts will be sent upon cancellation, according to which type of ride was requested:

On-demand Scheduled Flexible
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