If your rider would like assistance during pickups and drop-offs, we’ve got you covered.
Eligible healthcare partners using Lyft Concierge can request a Lyft Assisted ride for riders, like seniors and folks who might like a little help getting around. A driver will offer them light assistance to help get them from the outside door of their pick-up location to the exterior door of their destination.
In this article, we'll cover:
What are Lyft Assisted rides?
For an Assisted ride, a driver meets the rider at the front door of their pick-up location, offers light assistance in getting in and out of the vehicle, and accompanies them to the door of their destination.
Drivers can also help with light personal belongings and compact mobility devices, such as canes and walkers.
To give Lyft Assisted rides, drivers opt-in to the program and complete a tutorial from the Open Doors Organization.
What level of service will drivers provide when I order a Lyft Assisted ride?
The driver will offer and can provide light assistance such as:
- Lending an arm, elbow, or hand to help with the rider’s stability
- Opening and closing doors
- Helping to carry the rider’s light personal belongings, such as small pursues and bags, canes, and walkers
What kinds of riders can Lyft Assisted rides support?
Lyft Assisted drivers can provide light assistance to riders who may like extra time and help getting from their door to the car, such as seniors and people with mild mobility issues. Drivers may also help with their light personal belongings and walk with them to the door of their destination. Please note that Lyft drivers will not enter any location, physically carry the rider, act as a caregiver, or provide medical assistance. Just like other Concierge rides, Lyft Assisted is not for medical emergencies, or for riders who cannot move, get in/out of a car on their own, or are not mentally aware. In addition, Lyft Assisted does not include wheelchair-accessible vehicles.
How should I prepare a rider to take a Lyft Assisted ride for the first time?
Dispatchers should communicate that Lyft Assisted drivers will offer light assistance to the rider by lending an arm, elbow or hand.
Please share the driver’s name, and pickup time and location with the rider. If applicable, ask the rider to mention how they would like the driver to help, such as carrying personal belongings or an arm for stability while walking down the stairs.
In addition, please communicate to the rider that at pickup, the Lyft Assisted driver will meet the rider outside the front door of their location and offer light assistance on the way to the car. The rider should be ready at the front door on time. At dropoff, the Assisted driver will park and offer to accompany the rider to the front door of their destination. Lyft Assisted drivers will not enter inside the rider’s home or any facility.
Checking information provided by your organization or the text message or phone call the rider receives, the rider should also confirm the driver name, verify they are the intended passenger, check the driver license plate, and/or confirm the vehicle make, model and color before getting into the car.
Remind riders to share feedback in the text link they’ll receive after the ride.
How to request a Lyft Assisted ride
- Log into Lyft Concierge.
- Select ‘Request’ at the top left.
- Provide your rider’s name, phone number, pickup and drop-off locations.
- Select ‘Ride details’ to see the estimated price of the ride.
- Select the pickup date and time and ‘Assisted’ mode. Note that you can schedule the ride up to 24 hours ahead of time.
- Under ‘Assisted’ in the driver pickup instructions field, please provide notes for the driver that will help the driver locate the rider. Also include any directions for parking in the driver pickup instructions field.
- Select ‘Request ride’ to request the ride.
- You can see when the rider has been picked up in your dashboard. Once the ride has been requested, we’ll send the rider updates about their ride (via text message or automated call).
- You can track when the rider has been dropped off at their destination.
Issue with a Lyft Assisted ride
If you have an issue with an Assisted ride, fill out our support request form.