How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges

Ridesharing services are among the marvels of the contemporary world. They let you get on-demand transportation in a way that was never before possible (or at least reserved only for the very rich). Companies like Uber and Lyft have innovated upon existing taxi systems by adding features like driver ratings and upfront pricing, both of which make the whole process more transparent and safe for passengers.

Sometimes, however, things can go wrong even with these systems. Two issues that can arise include poor behavior on the part of drivers and excessive or incorrect cancellation charge from the ridesharing companies. If these things happen, it’s good to know what recourse you have. This guide will show you how to report Uber and Lyft drivers, as well as how to dispute Uber and Lyft charges.

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How to Report Uber Drivers

We should preface this section by saying that most Uber drivers are polite, pleasant, and safe. However, with a platform as large as Uber, some rude, unsafe, and even creepy drivers will slip through the cracks.

Uber does their best to prevent this through background checks and driving record checks, but they can’t catch everyone. Plus, just because someone has never been convicted of a crime, that doesn’t prevent them from being unpleasant or even making inappropriate comments.

If you have a bad experience with your Uber driver, you should absolutely let Uber know. The way you do that, however, will depend on how serious the situation was. Here are a few ways you can report Uber drivers, starting with minor issues all the way to serious ones.

1. Leave Your Driver a Review

If your driver was rude, their car was dirty, or it seemed like their engine could use some work, then your Uber driver review is the appropriate place to note it. In some cases, the driver may not even be aware of the problem, so leaving a review helps them (and Uber) become aware of it.

When you rate your Uber driver, you have the option to leave anything from 1 to 5 stars. If you leave less than 5 stars, Uber will ask you to explain the reason for your low rating. Be sure to do this — the more detailed the driver feedback you can provide, the more Uber (and the driver) can do to improve.

To learn how to leave an Uber driver review, check out our guide.

Of course, there are some situations where leaving a bad review isn’t enough. That brings us to the next method you can use to report Uber drivers.

2. Email Uber Customer Support

If you have a more serious issue with a driver, then you can email Uber customer support about it. It’s hard to say where the line lies between when you should make note of something in your review and when you should contact customer support about it. For the most serious safety issues, you’ll want to contact Uber by phone (see the next section).

Contacting Uber via email is a good approach when a driver does something that’s bad but doesn’t threaten your safety. For instance, if the driver is smoking during the ride or makes comments that are inappropriate but not threatening, that could be a reason to send Uber an email.

You can certainly make note of these problems in your review, but you might want to speak to someone from Uber more directly to let them know what happened. They can then follow up with you to give you more personalized assistance.

To get in touch with Uber email support, check out our guide to how to email Uber.

3. Call the Uber Critical Safety Response Line

For a serious safety incident, Uber has a special phone number that you can call 24/7. We cannot emphasize enough that this phone line is only for serious safety incidents. If a driver has done something to harm you or threaten your personal safety, don’t hesitate to call.

On the other hand, if you’re just annoyed at your driver for being rude or dropping you off a couple doors down from your destination, save it for your driver review. Don’t tie up the emergency phone line with petty minor complaints.

Here are some situations in which you should definitely call the critical response line:

  • Your driver assaulted you (physically, verbally, sexually, etc.)
  • Your driver did something illegal
  • Your driver was involved in a traffic accident
  • Your driver threatened you
  • Your driver was driving recklessly

You should always ensure that you are out of immediate danger before calling this number. Call 911 in any emergency situation. Once you’re safe, contact the critical response team. Note that the Uber app allows you to see the license plate number for any ride you take. This is useful information to have in case you’re filing a police report.

To learn how to contact the critical safety response line, check out our guide to the Uber phone number.

How to Report Lyft Drivers

In much the same way as Uber drivers, most Lyft drivers will respect you, drive safely, and cause no problems. But for the ones that do, you have a few methods available for reporting them. These methods are much the same as for Uber drivers. Let’s take a look at each, once more in order based on the severity of what you’re reporting.

1. Leave Your Driver a Review

If you have a bad experience with your Lyft ride, you can let your driver (and Lyft) know in your review. As with Uber rides, driver reviews are best for reporting minor issues such as a poorly maintained vehicle, rude driver behavior, or strange smells.

Lyft driver reviews range from 1 to 5 stars. If you leave below 5 stars, Lyft will ask you to explain what went wrong. Don’t be afraid to share details and be brutally honest. At the same time, don’t be mean or rude. Even if you’re feeling frustrated, your driver review is not the place to vent. Save that for the happy hour you were headed to.

To learn how to leave a Lyft driver review, check out this guide.

2. Email Lyft Customer Service

For something a bit more serious, you can send an email to Lyft customer service. Someone from the Lyft support team will get back to you ASAP to help you with your issue. You can send an email to report a driver when you experience an issue that’s more serious than rudeness but not an active threat to your safety.

Having said that, you should still leave a driver review in these situations. Doing so will ensure that you and your driver don’t get matched again (Lyft automatically does this for any rating that’s three stars or below).

To learn how to email a Lyft customer service rep, check out our guide.

3. Call the Lyft Safety Team

Like Uber, Lyft has a 24/7 phone line that you can call to report serious safety issues. The cases in which you would want to call this number are as follows:

  • Your driver assaulted you (physically, verbally, sexually, etc.)
  • Your driver did something illegal
  • Your driver was involved in a traffic accident
  • Your driver threatened you
  • Your driver was driving recklessly

Once again, only call this number if you need to report something that threatened your personal safety. For all issues that are less urgent or serious, you can email Lyft or make note of the problem in your driver review.

To learn how to call the Lyft safety team, check out our guide to the Lyft phone number.

How to Dispute Uber Charges

Moving on from issues of safety, we come to a problem that can occur after certain Uber rides. Yes, we’re talking about the dreaded excessive or otherwise incorrect charges that you can end up with.

While Uber does their best to calculate fares accurately, sometimes you can end up with a fare that just seems too high. You may also find yourself with undeserved fees. Whatever the case, as an Uber passenger, you have recourse for disputing Uber charges. Let’s take a look at a few of the ways you can try.

1. Dispute an Uber Charge Online

The first method you can use to dispute an Uber charge involves visiting the Uber website and signing into your Uber account. Go to help.uber.com and sign in using your login information.

From there, you should see a page like the following. Click “Review my fare or fees” to start the charge dispute process:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges

Uber will then ask you to choose your specific issue. You have the following options:

  • My driver took a poor route
  • My pickup or drop-off location was wrong
  • The route had heavy traffic
  • Someone else took this trip
  • I paid a toll or parking fee for my driver
  • My driver made an unrequested stop
  • My promo code didn’t work
  • I was charged a cleaning fee
  • I had a different issue with my charge
  • Dispute my cancellation fee
  • Long Pickup Premiums
  • I was charged more than once for this trip
  • My fare doesn’t reflect the upfront price I was shown
  • Uber asked me to walk
  • My pickup or drop-off location was wrong

Click on an issue to provide more specific information:

Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges

For instance, here’s what happens when you click on “My driver took a poor route”:

How to Report Uber and Lyft Drivers

Choose the option that best describes your problem, and then click “Submit.” A member of Uber’s support team will be in touch with you shortly with more information about the Uber fare review process.

2. Dispute an Uber Charge in the Uber App

In addition to disputing charges online, you can dispute them directly from within the Uber app. Here’s how to do it.

First, open the Uber app and tap on the menu icon in the upper lefthand corner:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Step 1

Then, tap on the option that says “Your Trips” to view your Uber trip history:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Step 2

Next, tap on the specific trip with the charges you want to dispute:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Step 3

Once you’ve done that, scroll down to the bottom of the screen that appears and tap “Review my fare or fees”:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Step 4

Next, select your issue from the screen that appears. Your options are the same as on the Uber website:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Step 5

Once you tap on an issue, you’ll see a screen that lets you provide more detail. For instance, here’s what you’ll see when you tap “My driver took a poor route”:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Step 7

Make your selection from the list, and then tap “Submit.”

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Step 8

You’ll hear back from Uber support with more information on how to dispute the charge.

3. Dispute an Uber Charge With Your Credit Card Company or Bank

This last method has varying rates of success, and it’s one we suggest using only as a last resort. If you have charges that you believe were truly fraudulent (not just a bit higher than you would have liked), then you can contact your credit card company or bank and ask them to remove the charge from your account.

Note that this isn’t an instantaneous process. There will be an investigation, and you can expect to speak with someone on the phone about the matter, as well as possibly provide documentation to support your claim. The details of how to dispute charges this way will vary based on your situation, so contact your financial institution to learn more.

How to Dispute Lyft Charges

Getting a high charge for a Lyft ride can be frustrating. Sometimes, it’s unavoidable due to traffic or the distance of the ride. Other times, however, you may feel that the charge was unfairly high. If that’s the case, you have a few options for disputing it.

1. Dispute a Lyft Charge Online

To dispute a Lyft charge online, go to help.lyft.com.

Once you’re there, click on “Fees and Charges”:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Fees and Charges

Next, select the topic that’s relevant to your charge. This is likely “I was charged incorrectly,” but it could be “I was charged a damage fee” in some cases:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: I was charged incorrectly

Lyft will then take you to a support page explaining the charges. It’s worth reading this to ensure that you even have grounds to dispute the charge at all. Assuming you think you still do, scroll to the bottom of the page and click “Contact Support”:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Contact Support

You’ll see a form like the one below (though note that you may need to sign into your Lyft account first). Fill in your email address, subject of the message, and phone number. Then, select what you need help with.

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Fill in your info

For disputing a charge, first select “I’m a passenger”:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: I'm a passenger

Then, click “Fare, charges or fees”:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Fares, charges or fees

Next, pick the issue that describes your situation.

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Cancellation fees

The most common ones are the following:

  • Cancellation fee or no-show fee
  • Poor route taken
  • Prime Time charges
  • I didn’t take this ride but was charged full fare

If none of these describe your issue, you can select “Other charges”:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Other charges

Other charges include the following:

  • Incorrect toll
  • Damage fee
  • Service fee
  • Unknown or unauthorized charge

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Damage fees

Once you’ve made your selection, you’ll have the chance to provide a more detailed description:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Description

After you’ve done that, click “Submit.”

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Submit

Someone from the Lyft support team will then get back to you to help you further.

2. Dispute a Lyft Charge in the Lyft App

If you’d prefer to dispute a charge directly within the Lyft app, that’s also an option.

To start, open the Lyft app and access the menu. Tap on “Ride History” to view your previous Lyft rides:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Ride history

Then, tap on the ride with the charges you want to dispute:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Ride history drivers

Scroll down to the bottom of the screen and tap “Get help”:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Get help

This will open a Lyft chatbot that will guide you through the process. If relevant, you can select “Poor route taken” or “I didn’t take this ride.”

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Chat bot

Otherwise, tap “None of these,” which will display further options:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: None of these

The most relevant option is likely “Toll, damage and other charges,” though you can also choose “Other” if you’re disputing a charge for a different reason.

Here’s what happens if you choose “Toll, damage and other charges”:

How to Report Uber and Lyft Drivers and Dispute Uber and Lyft Charges: Toll, damage, other fees

You can proceed through this process until the app gives you the option to refer the issue to someone from Lyft support. As you can see, this process is a bit convoluted, so it’s usually more efficient to use the Lyft website for charge disputes.

3. Dispute a Lyft Charge with Your Credit Card Company or Bank

Your final option for disputing a Lyft charge is to take it up with your credit card company or bank (depending on your payment method). This should be a last resort, as it’s not an easy process. You’ll need to provide documentation that shows why the charge was incorrect, and it can take some time to resolve it.

The specific details of how to initiate this process vary based on your credit card company or bank. Contact your financial institution to get more help.

Get Help With Your Uber and Lyft Trip Issues and Refunds

As you can now see, there are far more effective ways to deal with problematic rideshare drivers and charges than to vent about them on social media. Both Uber and Lyft have support teams in place to help you report drivers who violate their policies and dispute incorrect charges.

For a more general overview of getting support from Uber and Lyft, check out our guides to contacting Uber customer support and Lyft customer support.