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Rideshare Denial

Addressing Rideshare Denials

In partnership with the Guiding Eyes for the Blind Graduate Council

Overview and Disclaimer

Fellow guide dog handlers have gathered the below information to counter ongoing infringements on our civil rights by rideshare drivers and companies. These best practices seek to hold drivers accountable and promote safety for guide dog teams confronted with drivers who do not understand or refuse to comply with the law. While the tips do not represent permanent or foolproof solutions, those who have implemented them have found varying degrees of success.

 

Guiding Eyes would love to hear from you regarding other ways you have improved your rideshare experience. Please contact us at mcarney@guidingeyes.org and gebgradcouncil@gmail.com 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.

Rideshare Company Contacts and Information

Lyft

 

Lyft Service Animal Hotline: 844-554-1297

 

Lyft Service Animal Policy (with Video)

Uber

Uber Safety Incident Reporting Line (used to report Service Animal denials)

833-715-8237

Uber Service Animal Policy

Any service animal related questions, comments, concerns, or overall trends with accessibility denials can be sent to:

Serviceanimals-group@uber.com

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.

Reporting a Rideshare Service Animal Denial

The following are 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.

1. Report the denial to Lyft or Uber via the app, website, or service animal denial hotline. Provide as many details as possible, including any videos that were taken.

 

2. File a complaint with the Department of Justice (DOJ), giving them as many details as possible about the rideshare denial. If you do not hear back or receive a generic response stating they will not be taking action on the complaint, do not be discouraged. Persistence is beginning to pay off, and the DOJ now has attorneys assigned to investigate service animal denials. Continuing to report your personal discrimination experiences to the DOJ will bring increased scrutiny to this critical issue and provide necessary data to justify legal action.

 

3. Complete the NFB Rideshare Discrimination Survey. The National Federation of the Blind (NFB) is seeking feedback from Uber and Lyft customers who have been discriminated against by either rideshare company because of a disability, including but not limited to a rider’s use of a service animal or white cane, or inaccessible rideshare app technology. NFB is gathering information about ongoing discrimination for legal advocacy.

Additionally, the following email address from the National association of Guide Dog Users (NAGDU) may be used to provide feedback about the Uber complaint process regarding 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

 

4. Report the denial to the American Council of the Blind (ACB) via the following email: advocacy@acb.org. The ACB is working with the Department of Justice regarding this important issue.

 

5. Report the denial to the Protection & Advocacy Agency (P&A) for the state where the denial occurred.

Find your state’s Protection and Advocacy Agency. P&As 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.

Preparation, Tips, and Considerations

  • Keep your dog well-groomed to minimize shedding.
  • Know your rights under the ADA, state law, and rideshare policies.
  • Save the Lyft Service Animal Hotline and Uber Safety Incident Reporting Line phone numbers to your contacts.
  • Build extra time into your schedule whenever possible.
  • When matched with a driver, make a note or take a screenshot of their identifying information.
  • Be ready to film any incidents. A few strategies for taking videos:
    • Aim your phone’s back camera toward the sound of the driver’s voice and then start recording video. You may be able to use your volume buttons to start/stop the recording.
    • Ask Siri/Google Assistant to take a video.
    • Use a visual interpreting app such as Aira or Be My Eyes to assist with focusing the camera. Note that they will not be able to take the video for you, and you must be in the app for the person to see where your camera is pointed.
    • Hands-free solutions can include a phone holder/lanyard, smart glasses, or a wearable camera.
  • You might choose to ask a friend, family member, or colleague to wait with you and your dog at the curb. This may not always be possible, but guide dog teams have anecdotally experienced fewer problems when waiting with someone. This individual can also help document any issues.
  • Minimize the presence of your guide dog, instead placing emphasis on accessibility and your needs. For example, though you are not obligated to, if you choose to disclose ahead of time that you have a guide dog, you might consider sending a text to the driver such as: “Hi, I’m blind. Please call my name. I’m wearing a green shirt, and my guide dog is lying next to me.” Note that there are character limits in the chat box, so keep the message short, or you may need to send multiple messages.
  • Including a picture of you with your white cane or guide dog in your rideshare profile is another way to notify your driver ahead of time that you are blind or low vision, if you choose to do so.
  • Although easier said than done, try to relax, take a deep, steadying breath, and don’t assume you will experience a denial before it happens.
  • Greet the driver with a smile and cheerful welcome.
  • Though not required, you can choose to carry a small blanket, sheet, or towel for your guide dog to lie on to minimize shedding. Some drivers carry one and might ask to put one down before your dog gets in the car.

If You Are Denied Service

  • Remain calm and explain the training your guide dog has completed, including the tasks he or she performs.
  • Describe how you will sit in the back seat of the car and your dog will lie quietly on the floor by your feet.
  • Advise the driver to refer to the Uber/Lyft service animal policy and note that this policy conforms with the Americans with Disabilities Act (ADA) as well as state laws.
  • You may mention the Lyft and Uber reporting tools and indicate to the driver that you intend to report any violation of state and federal laws.
  • Please note that canceling a ride involving a service animal denial will result in a cancelation fee and the incident not being accurately reflected in the driver’s record as a denial of service.
  • Do not put you or your dog in physical or emotional harm’s way if the driver becomes hostile.
  • Call the Uber or Lyft service animal hotlines for live assistance.
  • If you feel unsafe, call the police and give them the license plate number.
  • Report to the respective rideshare company, local state Protection and Advocacy Agency, the Department of Justice, or whatever channel you feel comfortable pursuing.
  • Share your story in the media and on social media platforms.

Additional Resources

Access Information Line for Guiding Eyes Graduates with an Active GEB Guide 800-974-4925.

 

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.

 

Service Animals – ADA.gov

 

Table of State Assistance Animal Laws – Animal Legal & Historical Center

 

Advocates for Service Animal Partners (ASAP)

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.

 

Rideshare Poster – Pine Tree Guide Dog Users

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.

To download “Addressing Rideshare Denial”, as a printable document, click here.