Analysis of Lyft 4 585 reviews about the all so troubling ridesharing company

Driving wheel, close up, black

Lyft is mainly a ridesharing company and can be seen as an easy-to-use taxi service. The only thing you need in order to be a driver is a car and a license, then you are good to go. It is as simple as that. But is Lyft as easy-to-use and effective as they claim? In this report, we set out to analyze how Lyft is being perceived.

Why do we say this?

“Called” has an average grade of 1,84 / 5 and occurs in 12% out of all reviews. The overall average grade for Lyft is 2,82 / 5. “Called” is further being discussed the most along with “driver”. “Called” refers to the driver never arriving without notice yet charging the customers and for suddenly ending trips mid-ride.

“Charged” has an average grade of 1,70 / 5 and occurs in 13% out of all reviews. “Charged” refers to customers being charged for damage of which they are not responsible for. These charges are usually quite high.


“Driver” has an average grade of 3,52 / 5 and occurs in 58% out of all reviews. It is one of the highest-ranking topics for Lyft and refers to the customer experience when traveling with the driver.

The Lyft customers seem to be the most disappointed with both the beginning and end of their trip whilst being relatively pleased with what occurs during the trip. This seems to stem from bad communication and lack of dedication. The data suggests that the drivers are not that keen on being service-minded. The damages of which the customers are being charged are also perceived as unjustified, unregulated and too high.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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