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Assistance animal user guide

Using technology to enable access to reliable and accessible transportation solutions for riders who are blind or have low vision.

The benefits of Uber

iOS VoiceOver and Android TalkBack technology

With iOS VoiceOver, Android TalkBack and an optional Braille display, Uber makes it possible to get a ride at the touch of a button.

To enable VoiceOver on iOS, head to Settings on your iOS device > General > Accessibility > VoiceOver option.

VoiceOver can be used in connection with a supported wireless Braille display and is available in all cities and languages where Uber is available.

Cashless payments

Uber’s cashless system simplifies the payment process, reducing the need for riders to worry about carrying cash or exchanging bills with a driver.

Easy expenses

Every trip is electronically recorded and receipts are automatically emailed to riders, making filing expense reports easy.

Available in 10,000+ cities

All around the world, millions of people are using Uber to get from point A to point B. No more street hails or waiting outside to find a ride. Riders can start the Uber app from anywhere and wait safely for their car to arrive—providing another transportation option for individuals who cannot drive.

Equal access for all

Every trip request you make is automatically matched to a nearby driver by the Uber app, reducing opportunities for unlawful discrimination to interfere with the process of securing reliable, affordable transportation solutions. For riders who are blind or low-vision and may be travelling with assistance animals, Uber’s Community Guidelines and Assistance Animal Policy clearly require drivers to comply with all applicable laws regarding the transportation of assistance animals.

Share your ETA and location

Riders who are blind or low-vision can easily share their ride details, including the specific route and estimated time of arrival, with friends or family for extra peace of mind. Loved ones will receive a link where they can find out in real time the name and photo of the driver, plus vehicle information, and track where you are on the map until you arrive at your destination—all without downloading the Uber app.

Real-time tracking

Uber uses GPS to document every trip. This gives riders peace of mind knowing that efficient routes are being used and gives them a means of following up with any questions and sharing trip progress with family or friends.

Uber’s Assistance Animal Policy

Reporting an assistance animal denial complaint

Our specialised support team handles all assistance animal-related complaints to ensure that incidents are appropriately investigated, documented and resolved. These reports can be filed from our Accessibility Help Centre.

There are several ways to report an assistance animal denial complaint:

On a computer

The complaint form can be found here.

Alternatively, it can be located on the Accessibility Help Centre:

  1. Sign in to using your Uber login credentials
  2. Choose the ‘Rider’ support section
  3. Scroll down and click on ‘Accessibility’
  4. Click on ‘Resources for riders with disabilities’
  5. Select the form titled ‘Report an assistive device or assistance animal issue’

In the Uber app

  1. Head to ‘Account’ in the bottom left corner
  2. Select ‘Help’
  3. Scroll down and then select ‘Accessibility’
  4. Choose ‘Resources for riders with disabilities’
  5. Select the form titled ‘Report an assistive device, or assistance animal issue’

Fees and refunds

Cancellation fees

If you’re charged a cancellation fee as a result of a service denial, this charge will be refunded by our support team if you report the issue to Uber. Please note that the refund may take up to 5 business days to process on your method of payment.

Assistance Animal Policy

State and federal law prohibit drivers using the Uber Driver app from denying service to riders with assistance animals because of the assistance animals, and from otherwise discriminating against riders with assistance animals. As explained in Uber’s Community Guidelines and Assistance Animal Policy, drivers who engage in discriminatory conduct in violation of this legal obligation will lose their ability to use the Driver app.

Have questions?

We're here to help you

To find out more information about your Uber account, to browse through frequently asked questions or to leave feedback on a recent trip.

Offer great service

If you’re interested in learning more about transporting riders with disabilities, check out these resources for drivers.