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.*
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:
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.
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 rides through a dispatcher or resort to other, less convenient, means of finding a ride.
Uber uses upfront pricing to let riders know the cost of their trip before they request a ride. This gives them peace of mind and helps eliminate the risk of fraud.
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.
Share your ETA and location
Riders can easily share their ride 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).
Uber’s WAV lets riders who use non-folding motorized 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 an on-demand ride with the touch of a button. As an organization that works to improve the 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 ride 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 Uber driver-partners with information 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 specialized 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 from within 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 traveling 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, check out this guide.
Thousands of people rely on service animals/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 organizations 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 person.
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 rides 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 recognized by the Ruderman Family Foundation as one of 18 companies leading the way in supporting people with disabilities.
“Uber has incorporated accessible technology for Deaf and hard of hearing people directly into their 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 give rides to people on the road—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
Additionally, we 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 give a ride 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 rides canceled 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 with this setting turned on accepts a ride, the rider will see a prominent screen asking for their destination. Uber can then provide turn-by-turn directions once the ride begins.
To learn more about these features, watch this video.
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 walkers, 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.
*Not applicable in France.