Health Safety Program FAQ for Lyft Business admins

About Lyft's Health Safety Program

What is the new Health Safety Program?

Learn more in the full blog post about the program. Lyft’s Health Safety Program will include:

  1. Asking riders and drivers to self-certify that they won’t ride or drive if they have COVID-19, think they have it, or have related symptoms 
  2. Required face masks for drivers and riders
  3. Health safety education for drivers and riders
  4. Distribution of cleaning supplies and masks for drivers

Health safety commitment 

Before using Lyft, every rider and driver will be required to self-certify that they will wear face masks throughout the ride, are symptom-free, and will follow CDC and local guidelines related to COVID-19. 

Specifically, riders and drivers will confirm that:

  • They will wear a face mask or covering
  • They will not ride or drive with Lyft if they have COVID-19, think they have it, or have related symptoms 
  • They will keep vehicles clean and sanitize their hands frequently 
  • They will leave windows open when possible and avoid recirculated air when possible
  • Passengers will not ride in the front seat

Anyone who does not agree to the Health Safety Commitment will be unable to request a ride or drive with Lyft. As always, drivers or riders may always decline to accept or cancel rides for safety reasons, including in cases of risks to health safety. Riders and drivers can also write to Support with COVID-related concerns through the Help Center in their Lyft app. 

Health Safety Education

We are also rolling out new Health Safety Education for riders and drivers. The educational content will be based on the Centers for Disease Control and Prevention's (CDC) rideshare guidance, and will provide our community with information to best protect themselves and others during rides. Drivers can access the information today in their Lyft app. Corresponding educational content will be rolling out for riders soon. 

How will riders report in the app that their driver has violated the health safety commitment? 

Drivers or riders can always decline to accept or cancel rides for safety reasons, including in cases of risks to health safety. Both riders and drivers can also write to Support with COVID-related concerns through the Help Center in their Lyft app.

How often will riders and drivers see the health safety commitment in the Lyft app?

Both riders and drivers will need to accept the Health Safety Commitment once it is live in their app prior to riding or driving with Lyft. Drivers will be reminded of  the Health Safety Commitment every 24 hours. Riders will be reminded of their commitment once a week. 


About the Health Safety Program for Lyft Business

What will be the product experience for our Lyft Business customers? 

All riders using the Lyft app will be required to self-certify that they will wear face masks throughout the ride, are symptom-free, and will follow CDC guidelines and local regulations related to COVID-19. 

Before sending rides, Concierge agents will be asked to confirm that they will communicate Lyft’s Health Safety Commitment and the new safety measures we’re putting in place to riders. 

Concierge riders with cell phones will receive an SMS text message outlining the health safety commitment. The SMS will say: “Don’t ride if you have COVID-19, or COVID-19 symptoms. You can cancel this ride by replying 8. Please wear a face covering, sanitize your hands, don’t sit up front, and open windows when you can. By taking this ride, you agree to Lyft’s health safety commitment. See more: https://lft.to/36erHgk” 

When logging into the Lyft Business Portal, admins will receive an announcement informing them of the health safety requirements in place for riders and drivers. 

How does Lyft’s Health Safety Program apply to Concierge agents?

Before sending rides, Concierge agents will be asked to confirm that they will communicate Lyft’s health safety commitment and the new safety measures we’re putting in place to riders. There will also be a persistent banner in the Concierge dashboard reminding agents to communicate the guidelines to riders. 

Do Concierge agents have to certify passengers with every dispatch request?

Yes, agents must inform every passenger of the health safety requirements so that they are prepared when picked up. 

What is the frequency of the commitment for Concierge agents?

Agents will be asked to confirm they will communicate Lyft’s health safety commitment once. There will be a persistent health safety reminder in the dashboard that is not blocking but is prominent in design. If the agent clears their browser cache, they may be asked to confirm again.

How does Lyft’s Health Safety Program apply to Concierge riders?

Concierge riders with cell phones will receive an SMS text message outlining the health safety requirements. The SMS will say: “Don’t ride if you have COVID-19, or COVID-19 symptoms. You can cancel this ride by replying 8. Please wear a face covering, sanitize your hands, don’t sit up front, and open windows when you can. By taking this ride, you agree to Lyft’s health safety commitment. See more: https://lft.to/36erHgk” 

Will the SMS text message received by Concierge riders differ depending on the type of ride requested (on-demand vs. scheduled vs. flex rides)? 

On-demand, scheduled, and flex rides will get similar SMS text messages. For scheduled rides, the health safety SMS text message may be sent with the reminder SMS instead of the request SMS if the ride is scheduled for another day. For flex rides, the health safety SMS text message will be sent after the request SMS and will not include a cancellation message.

Since passengers can no longer ride in the front seat, will the number of maximum passengers allowed per ride type change? 

Yes, the maximum number of passengers by ride types will be reduced by one. 

If Concierge riders cancel a ride due to a safety concern, will there be an alert automatically sent to Concierge agents?

The dispatching agent will be notified that the ride is canceled but will not know the reason. Agents should inform riders to contact them for another ride if their ride is canceled. 

How will Concierge riders report in the app that their driver has violated the health safety commitment? 

Concierge riders who feel their driver is not following Lyft’s health safety commitment can reply 8 to cancel the ride. For Flex rides, don’t take the ride and contact the organization that requested the ride. In the cancellation SMS text message, riders will be sent a support link where they can specify there was a health safety concern.

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