[This post originally appeared on Medium in July 2014. Lyft has since dissolved the driver lounges.]
Lyft sees itself differently from other car services because the passenger rides up front. Like a friend. Drivers are supposed to greet passengers with a fist bump. Like they would, conceivably, with a friend. Drivers play music and engage the passenger in conversation. Since that’s what friends do.
I knew this much from taking Lyft cars in the past. But when I signed up to be a driver, I was enrolled in a Facebook group for Lyft drivers called the Pacific Driver Lounge. It was in the Lounge that I learned there was more to the Lyft Experience than just pink mustaches and fist bumps. Lyft wants to cultivate a community between drivers and passengers. But only the drivers seem to be interested in participating in that community, creating what’s best described as the Cult of Lyft.
In the Lounge, the faithful worship the pink mustache. They post selfies with their mustaches and even travel with small versions called cuddlestaches, which they photograph in distant lands. They wax poetic about the difference they’re making in the world by driving for Lyft. Many drivers post screen grabs of their daily and weekly summaries, showing off how much money they earned, highlighting long drives with Prime Time tips added (“Score!”) and favorable comments from passengers. All of which are followed by hashtags like #fistbumps or #lyftlove.
There are numerous pictures of tricked-out cars. Since Lyft encourages a quirky and fun vibe, many drivers come up with themes for their cars. One guy put a mirror ball in his car and became the DiscoLyft. Another put a karaoke machine in his car and decked out the ceiling with Christmas lights. This is the Caraoke. Then there’s the RocknRollLyft, where the driver has a guitar and portable amp in the back for passengers to shred on. Or the BatmanLyft. The PirateLyft. The ReptileLyft. The MomLyft. There’s the GameLyft, where the driver has an iPad for his passengers to play Flappy Bird while en route to their destination. While it may not be officially called the PornoLyft, I have heard of a driver who keeps Hustlers and Playboys in the back seat of his car. Maybe one day there will be a StipLyft, where the driver has to remove a piece of clothing each time he takes a wrong turn.
Drivers go this extra mile, at their own expense, for higher ratings, but also to have fun and be part of the Lyft community. This is what differentiates Lyft from other rideshare services. Community.
The worst thing you could do in the Lounge is malign the Lyft brand. You will soon be facing a cyber lynch mob.
Like all internet forums, the Driver Lounge is a cesspool of glad-handers, gossip hounds, chicken-littles and a chorus of kool-aid drinking cheerleaders; clueless consumers lapping up a marketing ploy and defending their faith to the bitter end. A handful of participants do 75 percent of the talking. They maintain the party line and make sure it’s all Lyft, all the time. Some of these regular posters are not full-time drivers. They do Lyft to supplement day jobs. So they have the time to waste posting and commenting and making sure the reputation of Lyft is preserved.
While other drivers occasionally use the Lounge to complain about Lyft policies, problems with the app and difficult passengers, more than half of the posts and subsequent comments glorify Lyft and all the wonderful things it stands for.
Since the Lounge is an official Lyft group, Lyft controls it. But it’s mostly self-governed. There are moderators or “mentors” from Lyft HQ who patrol the discussions. Posts get deleted if they aren’t up to snuff. People get banned for posting inappropriate or non-Lyft related items. (Anything to do with Uber is generally verboten.)
Sometimes discussions get heated and everyone gets upset. People start blocking each other. Discussions can get downright nasty.
Over the past few months, I’ve become obsessed with the Lounge. It’s like watching a train wreck in slow motion. I check for new posts daily. I’m not proud of it. But I’m not ashamed either. My fascination with the online chatter of other drivers is akin to some folks’ dedication to reality television. We all like to watch people behave without self-awareness.
I have gained some useful information about the driving process by lurking in the group. It’s a good place to check the pulse of the city when I’m on the fence about driving into the city from Oakland to Lyft. Plus, there are so many confusing aspects to being a Lyft driver. The Lyft FAQ can be atrociously vague at times. In the Lounge, however, when these nebulous topics are discussed, you can easily get a consensus or find a few kindred drivers who share your opinion on the matter. Like whether or not it’s a requirement to display the mustache, the legality of accepting cash tips, traffic laws and the never-ending speculation on the insurance question, which is still up in the air.
My favorite posts in the Lounge are the ones where drivers complain about passengers cussing, being drunk, having dogs, smelling like pot or slamming doors. Some drivers even suggest kicking out passengers they don’t like. I always want to point out that in their blind hatred towards cabbies, they are missing the point of creating an alternative form of transportation. If many of these gung-ho drivers actually listened to why passengers prefer Lyft and Uber, they’d know it’s because cabbies are assholes. But watching these taxi-hating Lyfters slowly morph into cabbies themselves, it only makes sense that after driving people around for a while, cabbies would have figured out how to deal with passengers. It’s not easy. Every request you accept is a roll of the dice. You never know who’s going to get in your car. But hey, trying to appreciate the struggles of the other team requires more self-awareness than you can expect from the faithful in the Lounge.
Another amusing subplot in the Lounge ensues when a driver is “off-boarded” and removed from the Lounge. Only active Lyft drivers can participate in the Lounge, so drivers who are involved in accidents or altercations are deactivated from the Lyft system and thus removed from the Lounge. This is especially problematic because the most important thing any driver wants to know is what happens after an accident. That is, what happens with our insurance? What is covered and what isn’t? Do we pay a deductible? Will our insurance company drop us when they find out we’ve been ridesharing? Since a regular car insurance policy does not cover commercial activity, we are technically uninsured while driving for Lyft. Lyft supposedly carries a million dollar policy when we have a passenger in the car, but we rarely get any further details of how that coverage plays out after an accident.
Lyft assures us they will take car of everything, as long as the collision is not our fault. But without first hand knowledge, how are we supposed to be certain? While the Lyft faithful may dominate the discourse, when the shit hits the fan, the doubters emerge from the shadows and all hell breaks loose.
Not knowing all the facts leads to a lot of conjecture. Which is ironic because the official word from HQ is that drivers are removed from the lounge to prevent rumors and speculation. Don’t they understand it’s human nature to want to know the entire story and fill any holes with make-believe?
All it takes for one of the Lyft cheerleaders in the Lounge to have an accident, get deactivated and disappear for the rest of the flock to start asking questions. And maybe slowly realize they are taking too much a risk for a company that is only interested in making money.
Like the mustache, the Lounge is another great Lyft marketing scheme: placate your workers by convincing them they are part of a team so that whatever benefits Lyft, benefits them as well because they are all on the same team.
You have to wonder if Lyft really has it in them to succeed in the rideshare racket. With all this emphasis on being friendly and fun, they seem to be missing the most obvious component of transportation.
Based on the responses of passengers I’ve talked to, your average Lyft user is not looking for some quirky experience. They just want to get to their destination, quickly and safely. Perhaps with some decent tunes playing. Maybe a friendly person to chat with along the way. If they’re in the mood. Otherwise, they’d prefer to not deal with a chatty driver. Or one who talks on the phone during the whole ride, for that matter — cabbies, I’m talking to you.
More than anything else, though, people just want to be able to request a car, have it show up in a timely fashion and not have to deal with a cash transaction. This excludes most taxi companies, or at least the cabbies who frequently tell passengers their credit card machines are broken.
It’s that simple. This is all you have to provide to succeed as a rideshare company. Get people where they want to go without bringing cash into the equation.
Uber, who doesn’t have a social media forum for their drivers, has figured that much out. If only they knew how to placate their own drivers, who are known to protest outside Uber HQ.
Providing a community for drivers is great. The Lyft Pacific Driver Lounge makes a lot of drivers feel special and appreciated. That’s cool. Let them show their team spirit, make friends with each other and proselytize for the Cult of Lyft all they want. Just leave the passengers out of it.
[artwork by Irina Dessaint]