Please stop auto canceling/switching drivers.
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Drivers have noticed an increasing number of canceled rides These cancelled rides have also been confirmed by passengers as being "auto switched" by lyft. The stated reason for this is to provide a "better experience for the passenger," but I would like to challenge that idea.
In practice it causes confusion for the passenger, it has the potential to put them in an awkward situation when two drivers arrive, or worse...the cancelled driver arrives before the reassigned driver. From a driver's’ perspective, it creates tension between us, wastes our time and resources, and causes hesitation for us to accept ride requests (especially far away passengers.)
The bottom Line is this:
- Once a passenger requests a ride and a driver has been dispatched, that is a contract. By canceling that contract with the first driver lyft is effectively breaking that contract.
- A passenger is aware of how far out their driver is when they request the ride, therefore once you've assigned a driver, it's not necessary to re-task resources unless the driver cancels.
- If the driver is too far away, or not traveling fast enough the passenger has the ability to cancel and request a new driver at their discretion.
We understand that this feature is designed to help Lyft utilize its resources more efficiently while better serving customers. However, the way the feature is implemented does not work.
Please discontinue this practice.
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