Tired of being left in the dust? In the rain? In the dark? By the side of the road?
Don’t tolerate discrimination from drivers for Uber or Lyft!
Drivers are obligated, by law, to transport you and your guide dog. If a driver fails to pick you and your guide dog up, file a complaint.
When a rideshare driver refuses or fails to pick you up,
First file a complaint with the rideshare company whose driver discriminated against you.
Lyft now has a dedicated Service Dog Hotline:
Call 844.554.1297.
Some people have called this number when their driver is 2 or 3 minutes away to assist them in identifying the driver and, if a denial happens, assuring that there is a record of the denial. Or, when you call the LYFT service dog number immediately after the denial occurs, LYFT can track the driver and follow up with them.
Uber doesn’t have a dedicated phone line. You can file a complaint in the app under the section “safety.”
Many people use the audio-recording and video capabilities of smart phones to create a record of their negative experiences with the rideshare providers. GDUI members suggest that if you are an iPhone user, you can ask Siri to begin recording when you know your driver is a minute or two away. You may even be able to create A siri routine to begin recording immediately as soon as you know your driver is at the curb or the end of your driveway. Share the video with the company, or anyone else you want to inform.
Recently, the rideshare companies have been reimbursing guide and service dog users for illegal and discriminatory trip denials.
The companies may regard reimbursement as a settlement of the matter. GDUI does not agree. Reimbursement for denied service does not equate to acknowledgment of illegal behavior, nor does it imply an intention on behalf of rideshare companies to assure that drivers will stop denying rides to guide dog users, or that reimbursement for a ride denial is adequate compensation for missed appointments, lost time, or extreme stress. No reimbursement should be used to jeopardize any legal action you may want to take. Therefore, GDUI recommends that, when you file a complaint with Uber or LYFT, you should include the following language, to preclude any misunderstanding on behalf of Uber Technologies or Lyft, Inc regarding your right to pursue legal action that responds to the discriminatory treatment you have received.
I am filing this complaint to advise you that by denying my legal right to travel with my service animal, ***company name*** has violated my civil rights
under the Americans with Disabilities Act (ADA) and may also be in violation of state laws, local ordinances and other regulatory requirements. By advising ***company name*** of these violations, I am not requesting or seeking any financial payment, reimbursement or credit from ***company name***. Furthermore, please be advised that should ***company name*** elect to credit my ***service name*** account or make an adjustment to my credit card payment, ***company name*** is doing so without my permission, and I reserve the right to pursue all legal and administrative remedies available to me under any and all applicable federal, state and local laws, ordinances and regulations.
After you file a complaint with Uber or LYFT, file a complaint with the U. S. Department of Justice. File here.
File a complaint with the U. S. Department of Justice every single time a driver for a rideshare company denies service to you because you travel with a guide dog.
GDUI Community Call on Rideshare Advocacy
Listen to Stranded at the Curbfor this and other helpful information on the topic of rideshare denial advocacy. this presentation, from May 8, 2023 can also be found in the ACB Community podcast via youur favorite podcast app.