More Uber Accessibility with New Service Animal Self-Identification

As a blind traveler, Chris Yoon, Product Manager, Equity at Uber, has experienced firsthand how the company’s convenience and accessibility features have transformed mobility. However, when traveling with his guide dog, Sadie, he occasionally faced challenges securing a ride, a concern shared by other service animal handlers.

With both a technical background and lived experience navigating the world with a service animal, Yoon joined Uber with a clear mission: to help expand accessibility in rideshare, including for those who rely on service animals.

Now, Uber is unveiling new optional features, developed over the past two years in collaboration with leading advocacy organizations and service animal handlers, aimed at improving the experience for these riders.

Self-Identification for Service Animal Handlers

Many service animal handlers message drivers in advance to inform them they are traveling with a service animal. With this new feature, riders now have the option to self-identify as service animal handlers within the Uber app and can choose to automatically notify drivers upon arrival at the pickup location. This eliminates the need for manual messaging, fostering clearer communication and greater confidence for both riders and drivers.

Steps to enable the feature:

  1. Tap Account > Settings
  2. Tap Accessibility and select Service animal
  3. Tap Complete eligibility form
  4. Complete the form
  5. Select I will ride with my service animal
  6. Choose whether to notify drivers automatically (this setting can be changed or opted out of at any time)

Uber’s Service Animal Policy

Regardless of whether a service animal handler opts to use self-identification, Uber’s Service Animal Policy and Community Guidelines strictly prohibit drivers from refusing service to riders with service animals. Any driver who violates this policy may permanently lose access to the platform.

If a rider who has enabled self-identification experiences a driver attempting to cancel the trip due to their service animal, the driver will receive an in-app notification reminding them that refusing service is against the law.

Proactive Rider Support

Uber is introducing measures to streamline the reporting process for service animal handlers. If a self-identified rider experiences a driver cancellation at pickup, they will receive an immediate in-app message prompting them to report the issue for further support.

For riders who prefer not to use the feature but need assistance, Uber’s support remains available through the app or phone.

Partnering with the Service Animal Community

Service animals provide essential independence, safety, and companionship in daily life. Uber remains committed to working alongside the service animal community to ensure greater accessibility and dignity in rideshare services.

Industry leaders have praised the initiative:

  • Mark Riccobono, President of the National Federation of the Blind, commended Uber’s voluntary self-identification feature, calling it a meaningful step toward identifying and addressing service denials for guide dog users.
  • Karen Leies, President and CEO of The Seeing Eye, highlighted the feature’s potential to prevent refusals and aid Uber in combating discrimination.
  • Scott Thornhill, Executive Director of the American Council of the Blind, recognized the update as a move in the right direction toward equitable treatment and effective resolution of accessibility challenges.

Uber expresses deep gratitude to its partners in the service animal community for their ongoing advocacy and contributions. With these updates, the company continues its commitment to making transportation more accessible for service animal handlers everywhere.