Uber Introduces New Features to Support Riders with Service Animals

Uber has announced a significant update aimed at improving accessibility for riders who travel with service animals. The latest features, developed in collaboration with leading advocacy organizations and service animal handlers, aim to enhance communication and support while reinforcing Uber’s policies on accessibility.

Self-Identification for Service Animal Handlers

One of the key updates is the option for riders to self-identify as service animal handlers within the Uber app. Previously, many riders would message drivers in advance to inform them about their service animals. Now, this process is streamlined, allowing riders to automatically notify drivers when they arrive at the pickup location, eliminating the need for pre-trip messaging.

To enable this feature, riders can follow these steps:

1. Tap Account > Settings
2. Tap Accessibility and select Service animal
3. Tap Complete eligibility form
4. Complete the form and select I will ride with my service animal
5. Choose whether to notify drivers automatically
6. Change this setting or opt out at any time

This update fosters clearer communication between riders and drivers, ensuring a smoother experience for those who rely on service animals.

Uber’s Service Animal Policy Remains Clear

Regardless of whether a rider opts into self-identification, Uber’s Service Animal Policy and Community Guidelines explicitly prohibit drivers from refusing service to passengers with service animals. Drivers who violate this policy risk permanent removal from the platform.

Additionally, if a rider has chosen to notify drivers about their service animal and a driver attempts to cancel upon pickup, the driver will receive an in-app notification reminding them that refusing service due to a service animal is against the law.

Proactive Rider Support

Uber is also introducing proactive support measures for service animal handlers. If a self-identified rider experiences a cancellation at pickup, Uber will immediately send an in-app message asking what happened to offer additional assistance.

For riders who prefer not to use the self-identification feature but still need support, Uber’s customer service remains available via the app or phone.

Collaboration with the Service Animal Community

Uber developed these updates with input from leading service animal advocacy groups. Organizations such as the National Federation of the Blind, The Seeing Eye, and the American Council of the Blind have acknowledged Uber’s efforts in enhancing accessibility.

Mark Riccobono, President of the National Federation of the Blind, emphasized the importance of holding drivers accountable for denying service to blind passengers with guide dogs. Karen Leies, President and CEO of The Seeing Eye, expressed optimism that the feature will help prevent refusals and provide Uber with valuable data to address discrimination. Scott Thornhill, Executive Director of the American Council of the Blind, recognized the update as a step in the right direction toward equal treatment for service animal handlers.

A Step Forward in Accessibility

With these new features, Uber continues its commitment to making rideshare more inclusive for all riders. By improving communication, strengthening policy enforcement, and offering proactive support, the company is taking meaningful steps to ensure that service animal handlers can travel with dignity and confidence.

Source: Uber