Uber introduces new features for service animal handlers in the US
Uber has rolled out new accessibility features designed to improve the experience for service animal handlers using its platform. The updates, which have been in development for two years, aim to enhance communication between riders and drivers while reinforcing Uber’s commitment to accessibility.
One key feature now available in the Uber app is the option for riders to self-identify as service animal handlers. This allows them to automatically notify drivers in advance, removing the need for manual messages. Riders can enable or disable this setting at any time through the app’s accessibility options.
Uber drivers cannot refuse rides to passengers with service animals. Any driver who does so risks being permanently removed from the platform. If a driver attempts to cancel a trip due to a service animal, they will receive an in-app notification reminding them that such refusals are against the law.
To support riders further, Uber is introducing proactive assistance. If a service animal handler’s trip is cancelled at pickup, they will receive an immediate in-app message to report the incident. This aims to streamline the reporting process and ensure riders get the support they need.
Uber says it developed these features in collaboration with advocacy groups and service animal handlers. The company remains committed to working with the community to improve accessibility across its platform.
Mark Riccobono, President of the National Federation of the Blind, said: “We appreciate Uber’s willingness to engage with our feedback and create a fully voluntary self-identification feature that will help identify drivers who deny service to blind people who use guide dogs.
“We remain committed to collaboration that implements meaningful solutions that uphold the rights and dignity of all blind people.”
Scott Thornhill, Executive Director of the American Council of the Blind, said: “While we understand there are many factors involved and this new policy for self-identification will take some time to evaluate, it is certainly a move in the right direction to ensure people who are blind or with low vision are not treated differently just because they have a service animal, and that they can access more effective resolutions if they experience discrimination.”
