Lyft announces enhanced Concierge experience within the rider app

The majority of Concierge rides are for patients getting to and from their medical appointments via Lyft's non-emergency medical transportation partnerships

Lyft Concierge experience

Lyft is beefing up its Concierge experience, providing riders with advanced safety features and an enhanced experience when they open their rides in the Lyft app. Concierge riders can now access additional features — like streamlined, multi-language support and advanced security — through their Lyft app account, if they have one.

Lyft Concierge enables organizations to schedule and cover the cost of a ride on behalf of a patient, employee, or customer. This in-app experience is currently available in select markets and will be available to all Concierge riders in the coming weeks.

Why does it matter?

The majority of Concierge rides today are for patients getting to and from their medical appointments via Lyft’s non-emergency medical transportation (NEMT) partnerships with health systems, health plans, and transportation brokers across the country. Concierge is also especially popular for customers who need reliable transportation while their car is serviced at an automotive dealership or service center.

These additional features were created for the convenience of Concierge riders who have the Lyft app. Organizations that partner with Lyft Business to move their people can now:

  • Provide advanced safety features including the ability to share ride details with a loved one or alert 911 silently with Emergency Help, supported by ADT.
  • Boost rider satisfaction with multi-language, streamlined support. Also, Lyft can offer quick support for common issues like lost and found, leading to fewer customer support requests for organizations to resolve.
  • Lower their costs by reducing no-shows and cancellations. Drivers will have more information about riders, including photo and exact location, which will improve rider pickups.
On the record

“At Lyft, we enable enterprise customers to provide the best ground transportation experience for their people,” said Kristen Quinn, Director of Product at Lyft Business. “With in-app access for Concierge, we’re bringing the native mobile Lyft experience that has been tested and honed over time to all Concierge riders with a Lyft app account. This will not only provide a better experience to the riders but also decrease the operational burden on our enterprise customers.”

The context

For years, companies like Ascension and AARP have used Lyft Concierge to provide access to on-demand, scheduled, and flexible rides for their people. And now, Lyft Business customers who are looking to deliver an even better experience for their riders can find that in these new in-app features.