I requested a ride to the airport this morning around *:** AM in Denver. I am about...

GetHuman-confessi's customer service issue with Lyft from July 2018

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The issue in GetHuman-confessi's own words
I requested a ride to the airport this morning around *:** AM in Denver. I am about **-** minutes from the airport, and wanted to be there by *:** AM, so I feel I gave myself (and Lyft) more than enough time. The driver who accepted the ride was estimated to be ** minutes away. The app adjusted up, which is no big deal, but a few minutes later, the ETA hadn’t changed and neither had the driver’s car icon. Now, I understand sometimes the app freezes, but I was beginning to get anxious, then I saw his car start moving. At the point at which he was * minutes away, he diverted from the course to my house and was suddenly ** minutes away again, and * or * minutes later, that hadn’t changed. At this point I had been waiting over ** minutes for an ** minute ETA who was now still * minutes away and going the wrong way. I don’t believe the app was frozen. When his time increased yet again, I had to cancel the ride—I requested another in the hopes someone was closer, but they too were ** minutes away so I declined that ride immediately. Instead of taking a Lyft to the airport for my business trip, I was so crunched for time I had to drive myself and pay to park in the garage, as there was no time to park in an economy lot and take a shuttle. I managed to make it to my departure gate just as they began boarding the plane, but I don’t appreciate cutting it that close. I’m not sure what the driver was doing, or why it took him so long to get on the road, or why he diverted course, but he cost me time and a lot of money in premium parking today and I’m pretty upset about it. I take a Lyft for the convenience of not having to rush, and to save money on parking. When a driver accepts an airport ride, it should be assumed that time is of the essence and those rides should be prioritized by Lyft as such, meaning drivers must already be on the road (I assume based on the delay of his car icon he turned the app on from home and wasn’t ready to go). If drivers miss the course, or delay unnecessarily, they should not be given airport rides again, which I know are lucrative for them. I’m still fuming I had to cut it so close today. If I didn’t have TSA pre-boarding, I may have missed my flight altogether, or at least boarded late enough I would have missed my priority boarding I paid extra for. I would have appreciated a heads up immediately if the driver was going to be that delayed so I could have found another ride option and not found myself speeding down the highway and rushing through the airport because I wasted nearly a half hour waiting for a Lyft and then scrambling. Parking and getting to the security level I would have just been dropped off at takes an extra ** minutes as well, so truly, I could have easily missed a flight I had allotted plenty of time to make. I should have had time to grab coffee and relax at the gate for half an hour :(
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Customer service issue
Reported by GetHuman-confessi
Jul 25th, 2018 - 10 mons ago
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GetHuman-confessi started working on this issue
Jul 25th, 2018 12:07pm