Uber Introduces New Features to Enhance Accessibility for Service Animal Riders

Uber has rolled out a new set of features aimed at reducing friction for people with service animals. The company now allows handlers to automatically notify drivers that they will be riding with a service animal.

Improving Accessibility for Service Animal Riders

According to Chris Yoon, an Uber Product Manager, the company’s mission is to expand accessibility in rideshare, including for those who rely on service animals. Yoon, who is also a blind traveler, notes that he and other blind travelers often message drivers in advance to inform them about their service animals. The new features can automate this process, making it easier for riders to request rides with service animals.

New Features for Riders and Drivers

The new features include:

• Riders can set up the feature through the Uber app by going to Account > Settings > Accessibility, and then tapping Service Animal. This will prompt them to fill out an eligibility form and choose which parts of the feature they want to turn on.
• Drivers who request a cancellation after learning about a service animal will receive an in-app reminder that doing so is against both company policy and the law. Uber states that drivers who refuse to transport riders with service animals may permanently lose access to the platform.
• Passengers who opt into the new features will automatically receive a message after a driver cancels, asking what happened and offering additional support. Riders who do not use the feature can contact the company through the app or over the phone.

Important Reminders for Drivers

Uber emphasizes that it is the driver’s legal obligation to transport riders with service animals. Canceling a ride because of a service animal is against the law and may result in permanent loss of access to the platform.

Additional Resources

For more information on Uber’s service animal policy, please visit the company’s website at https://help.uber.com/en/driving-and-delivering/article/service-animal-policy-?nodeId=33e691ac-f423-4e99-a425-76835549527e.