Uber has introduced a new optional feature designed to enhance the experience for riders across the United Kingdom who travel with assistance dogs.

People with assistance dogs now have the option to self-identify within the Uber app, which can automatically inform drivers that they are traveling with their assistance dog.

This supports a smoother experience from pickup to drop-off by enabling clearer communication for both riders and drivers throughout their journey. It will also offer riders proactive support if something goes wrong along the way.  This feature has been developed over the past two years in collaboration with leading advocacy organisations and assistance dog users. 

People who have assistance dogs can follow these steps to use the feature:

  1. In the Uber app, tap Account > Settings
  2. Tap Accessibility and select Assistance dog
  3. Tap Complete eligibility form
  4. Complete the eligibility form
  5. Select I will ride with my assistance dog
  6. Choose whether to have drivers notified of this information. This setting can be changed or opted out of self-identification at any time.

Andrew Brem, General Manager, Uber UK said: “We’re hopeful this new feature will help create a smoother experience for people who travel with assistance dogs. We’re always looking for ways we can improve the Uber app and we’ve carefully considered feedback as we’ve developed this update.” 

Uber has also invested in new measures to help create a more seamless reporting process for riders with assistance dogs, understanding that stressful situations can arise. For riders who have enabled the feature, Uber will proactively send an in-app message to the rider immediately if there is a cancellation, asking what happened in order to provide additional support. If a driver requests to cancel their trip at pickup, the driver will receive an in-app notification reminding them it is against the law to refuse to transport someone because of their assistance dog.

Regardless of whether someone with an assistance dog chooses to use this feature, Uber’s Assistance Dog Policy and Community Guidelines are clear: drivers are prohibited from refusing service to riders with assistance dogs or discriminating against them due to their assistance dog.

Any driver who violates this policy may permanently lose access to the platform. Any rider with an assistance dog who prefers not to use the feature but needs support can still contact Uber through the app or over the phone, as has always been the case.  

Eleanor Briggs, Head of Policy, Public Affairs and Campaigns, Guide Dogs UK said: “We welcome any initiative from Uber that could help reduce the possibility of assistance dog owners, including guide dog owners, experiencing access refusals, which are almost always illegal. Being refused a ride because you are accompanied by your guide dog is humiliating, frustrating and can leave you feeling vulnerable. This is an industry-wide issue and needs to stop.”

This feature is the latest in a series of updates from Uber to enable more people to get where they need to go. Earlier this year, Uber launched Simple Mode and Senior Accounts, designed to make the Uber app easier and more accessible for users.