Lyft complaint: Refusal to compensate

I drove over 12 miles to pick up a passenger. I waited for the passenger, tried to call her, and was unable to make contact before the pickup timer ran out. Naturally, I canceled, as I thought this was a no-show. The moment I canceled, the passenger’s caseworker flagged me down. The passenger, a disabled elderly woman, had the ride scheduled on her behalf by MTM (Medical Transporation Management). As such, she was unable to request a new ride.

I did the right thing by taking her home, despite the fact that the fare was no longer active. I immediately contacted lyft, giving them this information, in hopes they would compensate me for the fare, rather than just a no-show fee, which is far less. I took on the risk of driving the passenger home upwards of 15 miles, incurring gas costs and wear-and-tear, and all I requested was to be compensated a fair rate for the fare. Far more offensive is the fact that I notified Lyft that this passenger did not have the app, and thus had no way of requesting a new ride. It is clear that they would have preferred that I left an elderly, disabled woman stranded. I have more screenshots than what I am providing here, but it appears you will only process 1 at this time.