The Americans with Disabilities Act (ADA) requires taxicab and rideshare drivers to transport service animals assisting people with disabilities. Uber and Lyft have also adopted strict policies requiring their drivers to carry service animals and prohibiting illegal denials of service.
Unfortunately, despite the law’s requirements, the strict policies of the rideshare companies, and many lawsuits successfully upholding these rights and penalizing those who violate them, guide dog handlers continue to encounter issues and unjustified denials of service.
Fellow guide dog handlers and a variety of organizations have collected information and identified many ways to address and counter these ongoing infringements of our civil rights. These best practices seek to reduce the occurrence of unlawful service denials, to hold drivers who deny service accountable and to promote safety for guide dog teams confronted with drivers who do not understand or refuse to comply with the law.
This document summarizes information and practical tips from various sources, including the experience of our graduates. While we cannot definitively address specific situations, nor should this be taken as legal advice, and while these tips cannot be permanent or foolproof solutions, those who have implemented them have found them to be helpful and have had some success in putting them to use.
Guiding Eyes for the Blind would love to hear from you regarding other ways you have improved your rideshare experience. Please contact Melissa Carney, Community Outreach and Graduate Support Manager, at mcarney@guidingeyes.org to share any insight you may have. We intend to periodically update this resource with solution-focused strategies and tips. We look forward to working together to educate rideshare drivers and companies and protect the civil rights of guide dog teams across the U.S.
While a driver may cancel your trip for a general reason, as opposed to being connected to your service animal (e.g., excessive length) or where a service animal is not under proper control (e.g., biting or attempting to bite, urination or defecation, etc.), these situations are unlikely to arise for a well-trained service animal.
Invalid excuses for denial may include, but are not limited to:
Remember: While you are always entitled to calmly, but firmly insist on your rights, your safety and the safety your service animal are paramount. Be guided by the specific circumstances and trust your own instincts. When in doubt, err on the side of caution.
No situation should require you to go outside your comfort zone or put yourself in danger. There are many options to bring your complaints to the attention of rideshare companies, and there are many third-party organizations and government agencies standing ready to help and assist.
Your complaints will be carefully and thoroughly considered and addressed; and bringing such situations to the attention of rideshare companies, third-party advocates and appropriate agencies will help you and others experience fewer issues in the future.
Here are some avenues you may wish to use for reporting a rideshare service animal denial. This can include a denial that happened to you personally or to someone traveling with you.
Additionally, the following email address from the National Association of Guide Dog Users (NAGDU) may be used to provide feedback on a service animal denial, regardless of whether the outcome was satisfactory. It should not be used to submit the complaint itself. Uber-feedback@nagdu.org
The ACB is working with the Department of Justice regarding this important issue.
P&A’s provide legal advocacy services for people with disabilities. They have the authority to pursue litigation and all other appropriate remedies under federal, state, and local law.
Lyft Policy: Lyft Service Animal Policy (with Video)
Reporting Problems:
Uber Policy: Uber Service Animal Policy
Reporting Problems:
Note: Service animal denials should still be reported for investigation via the Uber app, website, or the safety incident reporting line.
Briana Gilmore, Head of Public Policy, Accessibility & Underserved Communities at Uber: briana.gilmore@uber.com
Note: This email is not for the purpose of reporting rideshare denials.
This line provides real-time assistance and/or follow-up support in resolving situations where access is being denied by establishments, transportation, or other services. The hotline is also available for questions about access laws or advice on individual situations.
This US government website is a comprehensive introductory reference summarizing laws and requirements concerning service animals.
This table compares all 50 states’ service animal laws for several categories. Included are public accommodation, criminal interference, licensing, disabled pedestrian, and service animal misrepresentation laws. Links to the text of the various laws are provided.
ASAP 24/7 Toll-Free Advocacy Hotline – For Assistance with Access Issues 855-ASAP211 (855-272-7211)
ASAP is a network of service animal advocates across the United States whose mission is to encourage, educate, and support service animal handlers through informational webinars, educational materials, direct advocacy support, intervention, and mediation.
This informative, fun, and easy-to-read poster, written from the perspective of a guide dog, is intended to help rideshare drivers learn more about guide dogs and what to expect when transporting these highly trained animals in their vehicles. The rideshare poster is available to print or download in three formats: handout, poster, and image, each obtainable in English, French, and Spanish.
