Uber Technologies Inc. has announced the introduction of optional in-app self-identification tools and proactive support measures aimed at improving accessibility and enforcement for riders traveling with service animals. This initiative is part of a broader effort to address issues faced by riders who use guide dogs and other service animals.
According to Uber, users have long reported challenges such as trip denials, surprise cancellations at pickup, and disputes over cleaning fees. These issues persist even as app-based rides have become essential for blind and disabled travelers. The February 2025 update includes an optional self-identification flow for service animal handlers, automatic driver notifications at pickup, in-app legal reminders when a driver attempts to cancel, and proactive outreach to affected riders. These tools were developed in collaboration with organizations like the National Federation of the Blind, The Seeing Eye, and the American Council of the Blind.
CBS News has reported that the Justice Department’s 2025 lawsuit against Uber seeks $125 million in penalties over alleged discrimination against riders with disabilities. The lawsuit cites instances of denied rides, cleaning fees for service animal shedding, and cancellation fees for trips never taken. Uber maintains that all drivers must adhere to its service animal rules and applicable accessibility laws. Confirmed violations can lead to permanent account deactivation.
Uber’s updated U.S. Service Animal and Assistive Device Policy reiterates that drivers may not refuse trips due to a rider’s service animal based on allergies, religious objections, or generalized fear of animals. Additionally, cleaning fees cannot be charged for hair or shedding. Complaints are managed through dedicated in-app and web flows where a specialized team reviews each case. This system aims to support riders with disabilities while avoiding blanket mandates that might discourage drivers from remaining on the platform.
Founded in 2009 and headquartered in San Francisco, Uber describes itself as a global platform that “reimagines the way the world moves for the better.” Operating in thousands of cities across more than 70 countries, Uber connects riders, drivers, couriers, and businesses through its apps. The company aims to become a fully electric, zero-emission platform by 2040 while emphasizing safety, partnerships with cities and communities, and compliance with local laws.
