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The
Department of Justice said Uber drivers routinely refuse to
serve individuals with disabilities, including those with
service dogs. Uber is the largest ride-hailing company in the
U.S.
The lawsuit alleges that Uber drivers have charged illegal
cleaning fees for service animal shedding and imposed
cancellation fees after denying service. The lawsuit also
alleges that drivers have refused to allow disabled individuals
to sit in the front seat so they can use the back seat for
mobility devices.
Disabled individuals have missed appointments, experienced
significant delays and have been stranded in inclement weather,
the lawsuit said.
“For too long, blind riders have suffered repeated ride denials
by Uber because they are traveling with a service dog,” said
Assistant Attorney General Harmeet Dhillon of the Justice
Department’s Civil Rights Division. “This lawsuit seeks to end
this persistent discrimination and allow riders with
disabilities to use Uber.”
In a statement Friday, Uber said all of its drivers must
acknowledge and agree to comply with its service animal and
accessibility policies.
Uber said it prohibits drivers from denying service to someone
with a service animal and it requires drivers to provide
transportation to a person with a disability as long as they get
into the vehicle on their own. It also prohibits drivers from
refusing to assist with the stowing of devices like walkers,
crutches and folding wheelchairs.
“Riders who use guide dogs or other assistive devices deserve a
safe, respectful and welcoming experience on Uber — full stop,”
the company said. Uber said it disagrees with the allegations in
the lawsuit.
Uber said it established a hotline in 2023 for customers who
were denied a ride because of a service animal. Uber said when
it confirms that a violation has occurred, it takes action,
including deactivating a driver’s account.
The Department of Justice is seeking $125 million for disabled
individuals who have previously submitted complaints to Uber or
the Department of Justice.
The case was filed in federal court in Northern California. Uber
Technologies is based in San Francisco.
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