New York Has Second-Most Rideshare Complaints in U.S.
Whether it's a missing phone, a mystery charge or a vanishing driver, New Yorkers are venting their rideshare rage the modern way: by frantically Googling how to get a human on the line.
A new study by Florida-based personal injury law firm Blakeley Law Firm reveals that New York ranks second in the nation for customer support searches related to Uber and Lyft, racking up a whopping 89,900 monthly queries, or 450 searches per 100,000 residents. That's more than double the national average of 187.
RECOMMENDED: A new ride-share app will launch with discounted drives in NYC this summer
Georgia tops the list, with 452 support-related searches per 100,000 people. (We see you, Atlanta traffic.) Rounding out the top five are Maryland, Nevada and Illinois.
The data, pulled from Google Keyword Planner, analyzed more than 10 common help-seeking phrases, from 'Uber lost item' to 'Lyft refund request.' And New Yorkers are clearly fed up.
'Behind each search is a rider facing an unresolved issue—whether it's a billing error, a safety concern or a lost item,' a spokesperson from Blakeley Law Firm noted in the report. 'The high concentration of support-related searches in this state suggests deeper systemic concerns with how quickly and effectively these services respond to user needs.'
In a summary: The ride might be instant, but the help sure isn't.
New York's notorious pace and reliance on app-based transport could be fueling the discontent, as millions depend on Uber and Lyft to zigzag across boroughs. But when something goes wrong—say, your driver ditches you on the BQE or your fare spikes mid-ride—getting actual help often feels like chasing a ghost car icon on the app.
The law firm argues it's time for these companies to step up. Recommendations include more accessible support channels, better transparency and faster resolution times to rebuild rider trust.
Until then, if you're feeling ghosted by customer service, you're far from alone. Just ask the other 89,899 people searching for answers.
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