Serving our users with Accessibility Needs
With over one million trips per day across the world, Uber partners provide service to all types of riders, including those with disabilities. In the US, about one in five people have a disability. For people with disabilities, Uber may be their primary means of transportation, and your service gives them independence they may not have otherwise had.
We’re proud that the Uber app helps expand access to safe, reliable transportation options for all – including users with disabilities – and we are committed to continuing to build solutions that support everyone’s ability to easily move around their communities.
It is Uber’s policy that driver partners are expected to comply with local, state and federal laws.
Below, you’ll find some pro-tips and a video of best practices for providing 5-Star Service to riders with disabilities. We encourage you to review these materials and thank you for taking some time to understand this very important issue.
Riders with Service Animals
You may not recognize a service animal just by looking at it. Service animals come in all shapes and sizes, and they are not required to have any kind of identifying collars or vests. Most service animals are dogs, however they do not have to be.
If you are unsure whether a rider’s animal is a service animal, simply ask them politely! If they answer yes, you must accept the animal. In the US, the Americans With Disabilities Act prohibits asking a person for proof of their disability. Most countries in which Uber operates have similar rules. Here are some helpful tips and reminders for handling service animals:
- Many partners find it useful to carry a blanket or towel in their trunk, that can be used for an animal to sit on in your back seat.
- As with all trips, Uber will assess a cleaning fee as necessary for any incidents which result in a mess or damage to your vehicle. Simply report incidents such as these at the end of the trip by clicking the Need Help? button in your UberPartner app!
Riders with Wheelchairs and Other Assistive Devices
Our partners frequently provide service to riders using walkers, canes, folding wheelchairs or other small assistive devices.
- Asking riders how you may assist them will often enable you to easily understand how best to help riders get to their destination safely and comfortably.
- Most scooters and wheelchairs can be folded and put in the trunk of your vehicle. Ask your rider for the best approach for their particular device.
5-Star Guide for Riders with Disabilities
Accessibility Compliance Notification
Uber expects partners to comply with all state, federal and local laws governing the transportation of riders with disabilities. A transportation partner’s violation of the laws governing the accommodation of riders with disabilities, including with respect to the use of service animals, constitutes a breach of the parties’ Licensing Agreement.
Accordingly, service animals must be accommodated in compliance with accessibility laws. Additionally, partners are expected to accommodate riders using walkers, canes, folding wheelchairs or other assistive devices to the maximum extent possible.
Any report of discrimination will result in temporary account deactivation while Uber reviews the incident. Confirmed violations of the law with respect to accommodation of riders with disabilities may result in permanent loss of access to the Uber platform.