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Serving people with disabilities

As someone who drives with Uber, you can help make transportation more accessible to everyone, including people with disabilities. Find information below about picking up and assisting riders with disabilities.

Breaking down the WALL

When picking up a rider with a disability, you can think about watching, asking, listening, and learning (WALL).

Tips from Open Doors Organization

  • Watch the person to understand their abilities
  • Ask how you can help
  • Listen to their requests and preferences carefully
  • Learn from every person you assist

How you can communicate with riders

  • Being patient and asking yes-or-no questions when you can
  • Asking the rider to repeat instructions if you haven't understood them the first time
  • Avoiding interrupting
  • Avoiding speaking to the person's companion or attendant instead of the rider, unless directed

Top ways you can help

Asking if you're unsure

If you don't know how to assist a rider, you can ask about what you can do to help.

Speaking respectfully

Nobody wants to be described by their disability. So instead of saying, "the blind man," you can say, "Felix, who is blind."

Welcoming service animals

Service animals are generally allowed everywhere that their owner goes. They can look just like any other animal or pet, and official certification is not required.

Please note: State and federal law prohibit drivers using the 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 policies, drivers who engage in discriminatory conduct in violation of this legal obligation may lose their ability to use the Driver app.

Guiding a rider who has vision loss

You can usually help people with low vision by offering to guide them to your car. Some people may not need or want that assistance.

Try offering your arm to guide the person to the car. Be descriptive about what you're doing and what's around you, including obstacles like curbs or stairs. Service animals must be transported in accordance with the law and Uber's Service Animal Policy.

Welcoming service animals

Service animals help people with a variety of disabilities, both visible and invisible. You can help people with disabilities by welcoming their service animals into your car.

Service animals are trained to enter the car before their owner and may sit near their owner to perform the task for which they have been trained. To avoid interrupting their work, you should never touch or interact with the animal. If there is damage or mess as a result of a service animal, you can reach out to Uber through the Help section in your Driver app for a repayment.

Communicating with riders who have hearing loss

If necessary, you can get the rider's attention by positioning yourself in front of them and/or waving your hand. Try using visual communication, and address the person, not their interpreter, if they have one.

Folding a wheelchair

Start by asking the rider how you can help. Follow their directions and be careful handling their wheelchair or scooter.

You can usually collapse the chair by pulling up from the middle of the seat and removing the foot rests. Learn more in the video.

Storing a wheelchair

Depending on the type of wheelchair, you may be able to fold it or disassemble it. Lifting the chair by the frame may make it easier to fold. See more in the video.

Storing a scooter

Small scooters can often be disassembled for storage. Lifting by the base can help you transfer it to and from your vehicle. Learn more in the video.