User guide for riders who are blind or have low vision
Using technology to enable access to reliable and accessible transportation solutions for riders who are blind or have low vision.
How Uber can help
Assistance animal self-ID
Riders can let us know they’re travelling with an assistance animal through the Accessibility setting in the Uber app, which unlocks features designed to improve their experience, including:
The option for riders to let the driver know they’re travelling with an assistance animal at pickup, so the driver knows how to best support them
Ongoing monitoring of driver cancellations and proactive support messages from Uber to check in with the rider and offer help if needed
Access to Uber’s dedicated customer service team by phone, available 24/7
On-trip reminders to drivers about their legal obligation to accept riders with an assistance animal
iOS VoiceOver and Android TalkBack technology
With iOS VoiceOver and Android TalkBack, Uber makes it possible to get a ride at the tap of a button.
To enable VoiceOver on iOS, go to Settings on your iOS device > General > Accessibility > VoiceOver option.
VoiceOver can be used with a compatible wireless Braille display and is available in all cities and languages where Uber operates.
Cashless payments and easy expenses
Uber’s cashless system makes paying easier, so riders don’t have to worry about carrying cash or swapping notes with the driver. Plus, every trip is recorded electronically and receipts are automatically emailed to riders.
Available in 10,000+ cities
All over the world, millions of people are using Uber to get from point A to point B. No more hailing cabs on the street or waiting outside for a ride. Riders can open the Uber app from anywhere and wait safely for their car to arrive—offering another transport option for people who can't 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.
GPS tracking and real-time ride sharing
Uber uses GPS to record every trip, giving riders peace of mind knowing that efficient routes are being used. Plus, blind or low-vision riders can easily share their trip details, including the specific route, estimated time of arrival and driver details with their loved ones, so they can track where you are on the map until you get to your destination.
Assistance Animal Self-ID
Riders with an assistance animal can follow these simple steps to use the feature:
Check the iOS App Store or Google Play Store to make sure you have the latest version of the Uber app installed
Select Account and go to Settings
Select Accessibility and choose Assistance animal
Select Complete eligibility form
Fill out the eligibility form
Select ‘I will ride with my assistance animal’ – this information is shared only with Uber and not with the driver.
[Optional] If you want to share your self-ID information with the driver, you can do so by selecting I want drivers to know when ‘Driver arrive to pick me up’. You can change this setting or opt out of self-identification at any time.
For screen reader accessible text about Self-ID, select the link here.
Proactive rider support
We’re putting resources into making it easier for riders with assistance animals to report issues, including the following:
Proactive support & cancellation reviews
If a rider with an assistance animal has their trip cancelled by a driver at pickup, we understand that can be stressful. With this in mind, for riders who have identified themselves, we monitor cancellations and will proactively send a support message to the rider after the cancellation asking what happened so we can provide extra support if needed.
Dedicated Phone Support
Self-ID riders have access to an exclusive 24/7 phone support number, available through the Help section in the Uber app, to address any issues or questions.
Real-time driver reminders
If a rider has chosen to self-identify as ‘I will ride with my service animal’, regardless of their driver disclosure preference, drivers who try to cancel at pickup may receive an in-app reminder that refusing transport because of an assistance animal is against the law and Uber’s policy. A driver must acknowledge this reminder before a trip can be cancelled.
Uber’s Assistance Animal Policy
Regardless of whether a rider who has an assistance animal chooses to use Self-ID, we understand that being refused service because of an assistance animal can be deeply distressing. Our Assistance Animal Policy and Community Guidelines are clear: refusing service to riders with assistance animals or discriminating against them because of their assistance animal is unacceptable. If a driver refuses service, it may result in fines from the local transport regulator and the driver losing access to the Uber app.
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:
- Sign in to help.uber.com using your Uber login credentials
- Choose the ‘Rider’ support section
- Scroll down and click on ‘Accessibility’
- Click on ‘Resources for riders with disabilities’
- Select the form titled ‘Report an assistive device or assistance animal issue’
In the Uber app
- Head to ‘Account’ in the bottom left corner
- Select ‘Help’
- Scroll down and then select ‘Accessibility’
- Choose ‘Resources for riders with disabilities’
- 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.
Have questions?
To find out more information about your Uber account, to browse through frequently asked questions or to leave feedback on a recent trip.
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