Can Uber, Lyft reject a ride because of your service animal? Here is what we found out
Rideshare services such as Uber and Lyft can be a viable alternative mode of transportation for blind or visually impaired people, however canceled rides for those with service animals is a hurdle some have faced.
In the 2016 settlement of National Federation of the Blind, et al. v. Uber Technologies, Inc., Uber agreed to take affirmative steps to prevent discrimination against blind riders who use guide dogs in its transportation network across the United States. The settlement was the first nationwide class-action settlement against an app-based transportation company, according to the National Federation of the Blind.
The settlement required Uber to inform its drivers that they cannot discriminate a ride based on a service animal. The rideshare company also said it would enforce strict measures in response to discrimination, such as firing a driver for more than one violation.
According to Uber’s Community Guidelines, it is against state and federal law for drivers to deny a ride to someone with a service animal with no exceptions — including documented allergies, religious reasons or a fear of animals.
Lyft also requires its drivers to accommodate for service animals with no exceptions. Drivers with Lyft could face immediate and permanent deactivation if an investigation into an alleged denial incident verifies a wrongful denial, according to company policy.
What can I do if my ride gets denied because of my service animal?
Uber and Lyft both offer ways to report a canceled ride due to your service animal.
Reports through Uber can be made in the Uber Rider App under the “I Want To Report A Service Animal Issue” screen found in both the trip details screen and the account menu button. A report can also be made through the website on the “I Want To Report A Service Animal Issue” page or through the “Help” link on the Uber website.
To report a service animal problem through Lyft, call the Service Animal Hotline at 1-844-554-1297 or through the Service Animal Complaint Form on the company’s website.
This story was originally published June 21, 2022 at 4:40 PM.
