Assisting people with disability
As a driver-partner, you can help make transportation more accessible to everyone. Here are a few tips for picking up and assisting riders with disabilities from one of Uber’s accessibility partners, Open Doors Organization.
The basics: How you can help
If you’re not sure, ask
People with disabilities usually know what they need. If you’re not sure how to help a rider, just ask them what you can do to assist.
Speak respectfully
Focus on the person rather than their disability. So instead of saying “the blind man,” you can say “Felix, who is blind.”
Welcome assistance animals
Assistance animals are generally permitted everywhere their owner goes. In most cases, the law requires that transport service providers do not refuse assistance animals entry to their vehicle. State and federal law prohibit drivers using the Uber Driver app from refusing service to riders because of their assistance animals, and from otherwise discriminating against riders with assistance animals. See Uber’s Assistance Animal Policy for more information.
A helpful tip: Break down the WALL
When picking up a rider with disability, think about watching, asking, listening, and learning (WALL)
- Watch the person to understand their abilities
- Ask how you can help
- Listen to their requests and preferences carefully
- Learn from every person you assist
Tip: Communicating with riders
If you’re having trouble communicating with a rider, you can try:
- Being patient and asking yes-or-no questions, when you can
- Asking the rider to repeat instructions, if you haven’t understood them the first time
- Avoiding interrupting the rider
- Avoiding speaking to their companion or carer instead of the rider, unless directed
More tips: Serving people with different needs
Different people have different needs. You can offer great service to your riders by learning the best way to assist them.
The Uber Team