Serving people with disabilities
As an Uber driver-partner, you can help make transportation more accessible to everyone, including people with disabilities. Here are a few tips for picking up and assisting riders with disabilities from one of our accessibility partners, Open Doors Organization.
Top ways you can help
Ask if you're unsure
If you don’t know how to assist a rider, you can ask about what you can do to help.
Nobody wants to be described by their disability. So instead of saying “the blind man,” you can say “Felix, who is blind.”
Welcome service animals
Service animals are generally allowed everywhere that their owner goes. They can look just like any other animal or pet, and there is no official certification required.
Please note: The Americans with Disabilities Act, or ADA, prohibits discrimination of any kind against people with disabilities and their service animals. In accordance with this law and Uber’s policies, refusal to transport service animals, even once, will result in permanent removal from the platform.
A helpful tip
"Breakdown the WALL"
When picking up a rider with a disability, you can 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
Watch the video to learn more about "breaking down the WALL."
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
- Avoiding speaking to the person's companion or attendant instead of the rider, unless directed