UPDATE • MARCH 1, 2017
As part of Uber’s settlement with the National Federation of the Blind (NFB), we have taken steps to provide driver-partners with additional information regarding their contractual and legal obligations to transport riders with service animals. These steps include:
An updated service animal policy: Uber has updated its service animal policy, which highlights driver-partners’ contractual and legal obligations to riders traveling with service animals, as well as the company’s continuing commitment to addressing rider complaints.
In-app notifications for new and existing drivers: All new driver-partners receive an in-app notification that requires them to acknowledge their contractual and legal obligations related to accepting service animals on trips. Existing driver-partners received that in-app notification earlier this year.
Updated quarterly communications: All driver-partners receive an email once every three months with information related to transporting riders with service animals.
Process for reporting a service animal denial: Our specialized support team handles all service animal-related complaints to ensure that alleged incidents are appropriately investigated, documented, and resolved. These reports can be filed in our Accessibility Help Center from within the Uber app or from a computer using this form.
Today we have asked for approval from the U.S. District Court for the Northern District of California to settle a lawsuit brought by the local chapter of the National Federation of the Blind.
As part of this settlement, we have agreed to take steps to make clear to drivers using Uber that they are obligated to transport to any passenger with a service animal. If the settlement is approved, drivers will see a pop-up in the Uber app reminding them of this obligation. We will also send periodic email reminders to drivers.
We have also agreed to publish a service animal policy which, in addition to our code of conduct and new deactivation policy, makes clear that any driver found to have refused someone with a service animal will be barred from using the Uber platform.
We will also pay the National Federation of the Blind $225,000 over three years, and the Federation will run a testing program to evaluate the effectiveness of the settlement by having blind riders request and take trips on Uber.
Our goal at Uber is to make transportation options more accessible to all individuals, including those who are blind, low-vision or have other disabilities. We are committed to continuing to build technological solutions that support everyone’s ability to easily move around their communities.
Here is a link to the Notice of Proposed Settlement.