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Accessibility at Uber

Our technology has transformed mobility for many people with disabilities, and we’re committed to continuing to develop solutions that support everyone’s ability to easily move around their communities.*

Accessibility certification

The Uber app and Uber Eats app are monitored and tested regularly by internal resources and by AudioEye Inc., a third-party provider of accessibility testing and monitoring. The AudioEye certification process involves automatic and manual testing with the goal of meeting Web Content Accessibility Guidelines (WCAG) 2.0 Level AA Standards.

Riders with disabilities

Uber’s technology is helping to increase mobility and independence for riders with disabilities, with features and capabilities like these:

Cashless payments

Uber’s cashless payment option simplifies the payment process, reducing the need for riders to worry about counting out cash or exchanging bills with a driver.

On-demand transportation

The Uber app makes it easier for riders with disabilities to get from A to B at the touch of a button. They no longer have to arrange trips through a dispatcher or resort to other, less convenient, means of finding a driver.

Upfront pricing

Uber uses upfront pricing to let riders know the cost of their trip before they request it. This gives them peace of mind and helps eliminate the risk of fraud.

Anti-discrimination policies

Every trip request a rider makes 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.

Service animal policies

For riders who are blind or low-vision and may be travelling with service animals, Uber’s Community Guidelines and Service Animal Policy clearly require drivers to comply with all applicable laws regarding the transportation of service animals.

Share your ETA and location

Riders can easily share their trip details, including the specific route and estimated time of arrival, with loved ones for extra peace of mind. Friends or family members will receive a link where they can see the driver’s name, photo and vehicle information, and track where the rider is on the map in real time until they arrive at their destination – all without downloading the Uber app.

Riders with mobility disabilities

We’re using technology to make transportation more accessible and reliable for riders with mobility disabilities, including through WAV (wheelchair-accessible vehicles).

Equipped vehicles

Uber’s WAV lets riders who use non-folding motorised wheelchairs connect with drivers in wheelchair-accessible vehicles equipped with ramps or lifts.

Available around the world

We’re using several WAV models in cities around the world (including Bangalore, Boston, Chicago, London, Los Angeles, New York, Philadelphia, San Francisco, Toronto and Washington DC) to determine which wheelchair-accessible vehicle options best meet the needs of riders and drivers.

“By launching [WAV], Uber is offering people requiring wheelchair-accessible vehicles the opportunity to request a trip on-demand with the touch of a button. As an organisation that works to improve quality of life for individuals with disabilities, I applaud Uber for expanding options for those of us desiring wheelchair-accessible vehicles.”

—Eric Lipp, Executive Director, Open Doors Organization

“UberX has been a game changer for millions of people moving all around the world, and I’m thrilled to see Uber applying the same creative ingenuity to provide more consumer choices and opportunities… WAV will empower people requiring wheelchair-accessible vehicles to get a driver when they need one, by simply pressing a button.”

—Tony Coelho, Co-author, Americans with Disabilities Act

Riders who are blind or low-vision

With iOS VoiceOver, Android TalkBack and wireless Braille display compatibility, the Uber app makes it easier for riders who are blind or low-vision to get where they need to go.

Riders with service animals

In the United States and Canada, we have taken various steps to provide information to partner-drivers with Uber regarding their obligations to transport riders with service animals. These steps include:

In-app notifications for new and existing drivers

All new and existing drivers will receive an in-app notification that requires them to acknowledge their contractual and legal obligations related to accepting service animals on trips.

Updated quarterly communications

All drivers will receive an email once every 3 months with information related to transporting riders with service animals.

Process for reporting a service animal denial

Our specialised support team handles all service animal-related complaints to ensure that incidents are appropriately investigated, documented and resolved. These reports can be filed in our Accessibility Help Center in the Uber app, or from a computer using this form.

An updated Service Animal Policy

Uber has updated its Service Animal Policy, which highlights drivers’ contractual and legal obligations to riders travelling with service animals, as well as the company’s continuing commitment to addressing rider complaints.

To learn more about our US Service Animal Policy and the process for reporting service animal denial complaints, have a look at this guide.

Thousands of people rely on service animals or assistance dogs to help them get around their cities and complete everyday tasks. Find out more by watching the video below with Emily Davison and her guide dog, Unity.

“I believe Uber is the most significant advancement in independence for me and other blind people so far this century.”

—Mike May, former Executive Director, BVI Workforce Innovation Center, Envision Inc.

Riders who are deaf or hard of hearing

Audio isn’t needed for full functionality of the Uber app. Assistive technology such as visible and vibrating alerts can help riders who are deaf or hard of hearing use the Uber app easily, and in-app features, such as the ability to enter a destination, can facilitate non-verbal communication between the rider and driver.

Riders with assistance needs

At Uber, we strive to increase access to transportation solutions for everyone, everywhere. Assist is designed to provide people who would like a helping hand with additional assistance. With Assist, top-rated drivers may obtain independent training from third-party organisations to help riders into vehicles. Assist is currently available in more than 40 cities around the world.

Uber Eats customers with disabilities

Customers who are blind or low-vision

With iOS VoiceOver and Android TalkBack, the Uber Eats app makes it easier for customers who are blind or low-vision to order food from restaurants at the touch of a button. Check out how to use the Uber Eats app with these accessibility features.

Customers who are deaf or hard of hearing

Audio isn’t needed for full functionality of the Uber Eats app. Assistive technology such as visible and vibrating alerts can help customers who are deaf or hard of hearing use the Uber Eats app easily. In-app features, such as the ability to enter a delivery destination, can facilitate non-verbal communication between the customer and delivery partner.

Drivers with disabilities

Drivers with mobility disabilities

Uber provides economic opportunities for people with mobility disabilities. Uber welcomes drivers who use modified vehicles and hand controls on the Uber platform. Anyone who is legally able to drive can apply to drive with Uber.

Drivers who are deaf or hard of hearing

Uber opens up flexible economic opportunities for drivers who are deaf or hard of hearing. Thousands of deaf and hard-of-hearing drivers on the Uber platform in the US provide more trips per month on average than hearing drivers. Drivers across the US who are deaf have collectively earned tens of millions of dollars – all by helping people get around their communities.

In September 2016, Uber was recognised by the Ruderman Family Foundation as one of 18 companies leading the way in supporting people with disabilities.

“Uber has incorporated accessible technology for people who are deaf and hard of hearing directly into its app, providing unprecedented access for the deaf community to make money by driving with Uber. This partnership with CSD will provide more than a simple opportunity for deaf drivers to provide people with trips – it’s an opportunity to build bridges between people and influence a new perception of the abilities and humanity of deaf people.”

—Chris Soukup, CEO, Communication Service for the Deaf

Product features for deaf or hard-of-hearing drivers

In addition, we have partnered with the Communication Service for the Deaf, the largest deaf-led nonprofit in the United States, to expand opportunities for deaf men and women. We’ve also worked with members of the deaf community, including the National Association of the Deaf and Telecommunications for the Deaf and Hard of Hearing (TDI), to design and implement a series of fully optional product capabilities to improve the driver experience, including these:

Enabling these features in the app

Drivers can self-identify as deaf or hard of hearing in the Driver app, which unlocks the following features for drivers and their riders.

Flashing trip request

The Uber Driver app signals a new trip request with a flashing light and an audio notification. This makes it easier for drivers to notice when there’s a new opportunity to drive with Uber and make some money.

Text-only messaging, rather than calling

The ability to call a deaf or hard of hearing driver is turned off for the rider. Instead, riders are directed to message their driver if they need to communicate with them. Drivers who use this setting are less likely to have trips cancelled after a failed phone call.

A prompt for the rider’s destination

The app adds an extra prompt for riders to enter their destination and lets them know their driver is deaf or hard of hearing. Once a partner-driver with this setting turned on confirms a trip, the rider will see a prominent screen asking for their destination. Uber can then provide turn-by-turn directions once the trip begins.

To find out more about these features, watch this video.

Our policies

Accessibility compliance notification

  • Drivers must comply with all applicable state, federal and local laws governing the transportation of riders with disabilities. Violating those laws constitutes a breach of the parties’ Technology Services Agreement.

  • Accordingly, drivers are expected to accommodate riders using walking frames, canes, folding wheelchairs, or other assistive devices to the maximum extent feasible.

  • Any report of unlawful discrimination will result in the temporary deactivation of a driver’s account while Uber reviews the incident. Confirmed violations of the law with respect to riders with disabilities may result in permanent loss of a driver’s access to the Uber platform.

Service Animal Policy

State and federal law prohibit drivers using the Uber Driver app from denying service to riders with service animals because of the service animals, and from otherwise discriminating against riders with service animals. As explained in Uber’s Community Guidelines and Service Animal Policy, drivers who engage in discriminatory conduct in violation of this legal obligation will lose their ability to use the Driver app.

We’re here to help

Help and support

Visit our Help Center to find out more information about your Uber account, to browse frequently asked questions, or to leave feedback on a recent trip.

Driver resources

Check out our resources for drivers if you’re interested in learning more about transporting riders with disabilities.

*Not applicable in France.