Uber has introduced new features aimed at improving the experience for riders who travel with service animals. These developments, two years in the making, were crafted in collaboration with advocacy organizations and service animal handlers.
Riders can now self-identify as service animal handlers within the Uber app. This allows them to automatically notify drivers of their status when arriving at a pickup location, removing the need to message drivers beforehand. The company aims to enhance communication and build confidence for both riders and drivers through this feature.
The process for using this feature involves navigating to Account > Settings, selecting Accessibility, choosing Service Animal, completing an eligibility form, and deciding whether or not to notify drivers of their status. Riders can change this setting or opt-out of self-identification at any time.
Despite the new self-ID option, Uber's policy remains firm: drivers cannot refuse service to riders with service animals. Drivers violating this policy may face permanent removal from the platform. If a driver attempts to cancel a ride upon learning about a service animal, they will receive an in-app notification reminding them of legal obligations.
To further support riders with service animals, Uber is implementing measures for a smoother reporting process in cases of cancellations by drivers. An immediate in-app message will be sent to affected riders seeking additional information and offering support.
The initiative has garnered positive feedback from various organizations within the community. Mark Riccobono of the National Federation of the Blind stated that "we appreciate Uber’s willingness to engage with our feedback and create a fully voluntary self-identification feature." Karen Leies from The Seeing Eye acknowledged that "this feature is a positive step toward identifying drivers who deny people with service animals." Scott Thornhill from the American Council of the Blind commented on its potential impact by saying it "is certainly a move in the right direction."
Uber continues its commitment to working alongside the community, aiming for greater accessibility for all service animal handlers.