Assistance dog user guide
Using technology to enable access to reliable and accessible transportation solutions for riders who are blind or have low vision.
The benefits of Uber
iOS VoiceOver and Android TalkBack technology
With iOS VoiceOver, Android TalkBack and an optional Braille display, Uber makes it possible to get a trip at the touch of a button. To enable VoiceOver on iOS: Use the triple-tap or Siri shortcuts by tapping through to the Settings > General > Accessibility > VoiceOver option. VoiceOver can be used in connection with a supported wireless Braille display and is available in all cities and languages where Uber is available.
Cashless payments
Uber’s cashless system simplifies the payment process, reducing the need for riders to worry about carrying cash or exchanging money with a driver.
Easy expenses
Every trip is recorded electronically and receipts are automatically emailed to riders, making filing expense reports easy.
Available in 10,000+ cities
All around the world, millions of people are using Uber to get from point A to point B. No more street hails or waiting outside to find a ride. Riders can start the Uber app from anywhere and wait safely for their car to arrive – providing another transportation option for individuals who can't drive.
Equal access for all
Every trip request you make is automatically matched to a nearby driver by the Uber app, reducing the possibility of unlawful discrimination interfering with the process of securing reliable, affordable transportation solutions. 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 who are blind or low-vision can easily share their trip details, including the specific route and estimated time of arrival, with friends or family for extra peace of mind. Loved ones will receive a link where they can find out in real time the name and photo of the driver, plus vehicle information, and track where you are on the map until you arrive at your destination – all without downloading the Uber app.
Real-time tracking
Uber uses GPS to document every trip. This gives riders peace of mind in knowing that efficient routes are being used and gives them a means of following up with any questions and the ability to share trip progress with family or friends.
Guide to locating Uber’s Service Animal Policy
On a computer
Accessibility Help Center
- Scroll to the bottom of this page to view our Service Animal Policy
In the Uber app
Accessibility Help Center
- Tap Account on the bottom right of your app
- Select Help on the top left of the menu
- Scroll down to Accessibility
- Select Resources for riders with disabilities
- Select Accessibility at Uber
Reporting a service animal denial complaint
Our specialized support team handles all service animal–related complaints to ensure that incidents are appropriately investigated, documented, and resolved. These reports can be filed from our Accessibility Help Center.
There are several ways to report a service animal denial complaint:
On a computer for users with Uber accounts
Accessibility Help Center
- Sign in to help.uber.com using your Uber login credentials.
- Scroll down and click on Accessibility.
- Search for “service animal policy” and select UK Service Animal Policy.
- Scroll down to I want to report a service animal issue.
Completed trips
- Sign in to help.uber.com using your Uber login credentials.
- On the Trip Issues and Refunds page, select the relevant trip using the trip history dropdown menu on the map.
- Click on More below the trip details for the selected trip.
- Select I want to report a service animal issue in the General Issues section.
On a computer for users without Uber accounts
Find the service animal complaint form here.
In the Uber app
Accessibility Help Center
- Tap the menu in the top left corner.
- Select Help.
- Then select Accessibility.
- Tap I want to report a service animal issue.
Completed trips
- Tap the menu in the top left corner.
- Select Help.
- Then select See All Issues.
- Tap I want to report a service animal issue.
Fees and refunds
Cancellation fees
If you’re charged a cancellation fee as a result of a service denial, this charge will be refunded by our support team if you report the issue to Uber. Please note that the refund may take up to 5 business days to process on your method of payment.
Uber second seat refund
If you’re travelling with a service animal on an UberPool trip and may need extra space because of the size of your service animal, you should select 2 seats to make sure you, your service animal and other riders can all fit on the shared trip. You may write to Uber here, and a refund may be provided for the additional cost of the second seat.
Service Animal Policy
The law prohibits 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. If you are traveling with a service animal, you do not have to order a ride with the Uber Pet option. According to the Assistance Animal Policy - and Equality Act 2010, drivers are required to transport passengers with service animals (unless the driver has a medical exemption), regardless of the ride option.
Got any questions?
We're here to help you
To find out more information about your Uber account, to browse through frequently asked questions or to leave feedback on a recent trip.
Offer great service
If you’re interested in learning more about transporting riders with disabilities, take a look at these resources for drivers.
*Not applicable in France.
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