Accepting riders with service animals
One of the most rewarding aspects of driving with Uber is helping make transportation more accessible for everyone, including people with disabilities. You can help riders with service animals by welcoming their companions into your car.
Uber partners have a legal obligation to provide service to riders with service animals. If a driver refuses to transport a rider with a service animal because of the service animal, they are in violation of the law and in breach of their agreement with Uber.
What is a service animal?
A service animal is an animal that helps a person with their disability, both visible and non-visible.
There are two ways for an animal to qualify as a service animal.
First, an animal is a service animal if it can be easily identified as one. Service animals often wear a harness or a vest, or are obviously helping the person with their disability.
Second, the individual may have a document confirming the animal is a service animal, like a health professional’s letter that the animal is needed due to a disability, a government-issued service-animal card, or, in Quebec, a certificate from a service-animal training school.
Understanding the Service Animal Policy
Legal obligations of driver-partners
Canadian laws prohibit Uber driver-partners using the Driver App from discriminating against riders with service animals, including denying them service. As explained in Uber’s Non-Discrimination Policy, driver-partners who engage in discriminatory conduct in violation of their legal obligations will lose their ability to use the Driver App.
Welcoming service animals
If you're unsure, ask
If you don’t know how to assist a rider, you can ask about what you can do to help. Listen to their requests and preferences carefully.
Interacting with service animals
Open the door for the animal to enter your car first as they're trained, and avoid petting them. You may also consider carrying a towel for the animal to lay on.
Put the person first
Nobody wants to be described by their disability. Instead of saying “the blind man,” you could say “Felix, who is blind.”
Communicating with riders
If you're having trouble communicating with a rider, you can try asking yes-or-no questions when you can. Don’t be shy to ask the rider to repeat instructions if you haven’t understood them the first time. Be patient and avoid interrupting.
Rights of riders with service animals
Riders cannot be denied service because they travel with a service animal. It’s the law in Canada.
As part of our policy, a rider will be refunded any trip cancellation fee or other charges imposed if a driver denied a rider service because of a service animal.
Similarly, riders cannot be charged cleaning fees if their service animal sheds. Riders will be refunded any cleaning fees charged for shedding by their service animals.