The Department of Justice (DOJ) sued Uber on Friday, accusing the ride-sharing platform of discriminating against riders with disabilities by “routinely” denying service to wheelchair users and passengers with service dogs.
The government alleges that drivers frequently refuse to provide rides to blind passengers with service dogs, cancelling trips upon learning they are traveling with an animal. Occasionally, users have been forced to pay cancellation or cleaning fees as well, according to the complaint.
Some passengers with disabilities have been rejected by drivers who say they cannot store their wheelchairs, while others have encountered drivers who “insult and demean people with disabilities or ask them inappropriate questions,” DOJ alleges.
“For too long, blind riders have suffered repeated ride denials by Uber because they are traveling with a service dog,” Harmeet Dhillon, assistant attorney general of the agency’s civil rights division, said in a statement.
“This lawsuit seeks to end this persistent discrimination and allow riders with disabilities to use Uber,” she added.
The complaint detailed the experiences of more than a dozen riders who have encountered issues, arguing this conduct “flows directly from and is exacerbated by Uber’s broader failures to prevent discrimination against individuals with disabilities.” The DOJ is seeking $125 million, according to a press release.
Uber said in a statement that it “fundamentally” disagrees with the allegations in the case, underscoring that it has a “clear zero-tolerance policy for confirmed service denials.”
“Riders who use guide dogs or other assistive devices deserve a safe, respectful, and welcoming experience on Uber — full stop,” it said.
The company noted that every driver must acknowledge and agree to comply with its service animal policy and accessibility laws, adding it takes “decisive action” after confirming violations, including permanently deactivating accounts.
“We continue to invest in technology, training, and dedicated reporting channels — such as a 24/7 service animal denial hotline — to ensure riders can quickly alert us so we can investigate and address issues,” Uber said. “We remain deeply committed to expanding access and continuously improving the experience for riders with disabilities.”
