What is the rider experience for Concierge?

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

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

Please note these communications are subject to change. These are current as of September 10th, 2019.


On-demand

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  1. When you complete an on-demand ride request through Concierge, the rider will receive a text alerting them that a ride has been requested on their behalf. 
  2. When their ride is matched with a driver, they will receive another text that contains the driver's name, car model, and the car's license plate number. If they have mobile internet access, they can click a provided link that opens a ride map, which shows driver details such as the driver's car model, license plate, and anticipated ETA. They will also receive a text with instructions on how to stop future messages.
  3. Once the driver arrives, a text will be sent to the rider notifying them with the license plate number and car model.
  4. After the ride is complete, the rider will receive a text with a link to rate their ride (just like in the Lyft app). If a rider or driver rates someone 3 stars or below, they’ll never be matched with them again for rides sent from that organization through that phone number - and we review all rides with concerning feedback to determine if action should be taken for the rider or driver involved.

 

Scheduled

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  1. When you schedule a ride, the first text the rider will receive will alert them to the upcoming date and time of the scheduled ride. 
  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. When their ride is matched with a driver, they will receive another text that contains the driver's name, car model, and the car's license plate number. If they have mobile internet access, they can click a provided link that opens a ride map, which shows driver details such as the driver's car model, license plate, and anticipated ETA. They will also receive a text with instructions on how to stop future messages.
  3. Once the driver arrives, a text will be sent to the rider notifying them with the license plate number and car model.
  4. After the ride is complete, the rider will receive a text with a link to rate their ride (just like in the Lyft app). If a rider or driver rates someone 3 stars or below, they’ll never be matched with them again for rides sent from that organization through that phone number - and we review all rides with concerning feedback to determine if action should be taken for the rider or driver involved.

 

Flexible

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 v4_ride_rider_view__iphone_.png  SMS_03__iphone___3_.png  SMS_04__iphone___1_.png

  rating___gtm_default_01__iphone_.png  rating___gtm_default_02__iphone_.png  rating___gtm_default_03__iphone_.png 

  1. With flexible rides, the rider will receive an SMS text with a link, and a phone number they can call, to request a ride at their own convenience. They have 24 hours to use the link or call 1-800-836-LYFT  to request their ride before their flexible ride expires.
  2. If the rider clicks the ride link to request their ride:
    • The link will open up their default mobile web browser. From there, they’ll see the ride details, like the pickup and drop-off 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.
    • The rider will receive a text with the driver's name, phone number, car model, and license plate number to look out for.
    • 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.
    • The map will update live as their driver approaches the pickup location.
    • A text will be sent to the rider when the driver arrives at the pickup location.
    • After the ride is complete, the rider will receive a text with a link to rate their ride (just like in the Lyft app). If a rider or driver rates someone 3 stars or below, they’ll never be matched with them again for rides sent from that organization through that phone number - and we review all rides with concerning feedback to determine if action should be taken for the rider or driver involved.
  3. If the rider calls 1-800-836-LYFT to request their ride:
    • They'll be connected with the following automated script that will read out their ride details:

      "You have a Lyft ride available. Your pickup is at [pickup address], and your drop off is at [dropoff address]. To repeat this message, press 1. When you’re ready to go, press 2 to request your ride. If you need to change the ride’s destination or other details, please contact the organization that requested your ride."

    • The rider should make sure they are at the pickup location stated in the phone call and press 1 to request their ride. They will then be matched with a nearby driver
    • Once a driver accepts the ride, the rider will receive updates about their ride via SMS text.


Cancelled

The rider 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. For flexible rides, riders will be notified upon clicking on the order link.

On-demand Scheduled Flexible
SMS_02__iphone__-_Cancel.png SMS_02__iphone__-_Cancel__1_.png gtm_default__iphone__-_Cancel.png

 

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