User guide for riders who are blind or have low vision
Using technology to enable access to reliable and accessible transportation solutions for riders who are blind or have low vision.
How Uber can help
Assistance animal self-ID
Riders can let us know they’re travelling with an assistance animal through the Accessibility setting in the Uber app, which unlocks features designed to improve their experience, including:
The option for riders to let the driver know they’re travelling with an assistance animal at pickup, so the driver knows how to best support them
Ongoing monitoring of driver cancellations and proactive support messages from Uber to check in with the rider and offer help if needed
Access to Uber’s dedicated customer service team by phone, available 24/7
On-trip reminders to drivers about their legal obligation to accept riders with an assistance animal
iOS VoiceOver and Android TalkBack technology
With iOS VoiceOver and Android TalkBack, Uber makes it possible to get a ride at the tap of a button.
To enable VoiceOver on iOS, go to Settings on your iOS device > General > Accessibility > VoiceOver option.
VoiceOver can be used with a compatible wireless Braille display and is available in all cities and languages where Uber operates.
Cashless payments and easy expenses
Uber’s cashless system makes paying easier, so riders don’t have to worry about carrying cash or swapping notes with the driver. Plus, every trip is recorded electronically and receipts are automatically emailed to riders.
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 cannot drive.
Equal access for all
Every trip request you make 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 solutions. For riders who are blind or low-vision and may be travelling with assistance animals, Uber’s Community Guidelines and Assistance Animal Policy clearly require drivers to comply with all applicable laws regarding the transportation of assistance animals.
GPS tracking and real-time ride sharing
Uber uses GPS to record every trip, giving riders peace of mind knowing that efficient routes are being used. Plus, blind or low-vision riders can easily share their trip details, including the specific route, estimated time of arrival and driver details with their loved ones, so they can track where you are on the map until you get to your destination.
Assistance Animal Self-ID
Riders with an assistance animal can follow these simple steps to use the feature:
Check the iOS App Store or Google Play Store to ensure you have the latest version of the Uber app installed
Select Account and go to Settings
Select Accessibility and choose Assistance animal
Select Complete eligibility form
Complete the eligibility form
Select ‘I will ride with my assistance animal’ - this information is shared with Uber only and not with the driver.
[Optional] If you want to disclose your self-ID information with the driver you can do so by selecting I want drivers to know when ‘Driver arrive to pick me up’. You can change this setting or opt-out of self-identification at any time.
For screen reader accessible text regarding Self-ID select the link here.
Uber’s Service Animal Policy
Whether or not a rider with an assistance animal chooses to use Self-ID, we understand that being refused service because of an assistance animal can be extremely distressing. Our Assistance Animal Policy and Community Guidelines are clear: refusing service to riders with assistance animals or discriminating against them because of their assistance animal is not allowed. If a driver refuses service, they must complete a knowledge check with a 100% pass rate to regain access to the platform. A second refusal may result in permanent loss of access to the Uber driver app.
Reporting an assistance animal denial complaint
Our specialised support team handles all assistance animal-related complaints to ensure that incidents are appropriately investigated, documented and resolved. These reports can be filed from our Accessibility Help Centre.
There are several ways to report an assistance animal denial complaint:
On a computer
The complaint form can be found here.
Alternatively, it can be located on the Accessibility Help Centre:
- Sign in to help.uber.com using your Uber login credentials
- Choose the ‘Rider’ support section
- Scroll down and click on ‘Accessibility’
- Click on ‘Resources for riders with disabilities’
- Select the form titled ‘Report an assistive device or assistance animal issue’
In the Uber app
- Head to ‘Account’ in the bottom left corner
- Select ‘Help’
- Scroll down and then select ‘Accessibility’
- Choose ‘Resources for riders with disabilities’
- Select the form titled ‘Report an assistive device, or assistance 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.
Have questions?
To find out more information about your Uber account, to browse through frequently asked questions or to leave feedback on a recent trip.