Uber has rolled out a new feature that allows customers to inform drivers that they will be traveling with a service animal. Additionally, drivers who cancel a ride will be notified that doing so because of a service animal is against the law.
The latest update was developed in collaboration with leading advocacy organizations and service animal handlers. It aims to “help expand accessibility in rideshare” and “foster clearer communication and greater confidence for both riders and drivers throughout their journey,” Uber’s product manager, Chris Yoon, said in a blog post.
Since this feature is optional, riders must take a few steps to self-identify as service animal handlers in the Uber app. They can go to Account > Settings > Accessibility > Service Animal and complete an eligibility form. Thereafter, they will have to enable the toggle for “I will ride with my service animal” and choose whether to notify the driver upon arrival or not. Users can change the settings or opt-out whenever they wish.
(Credit: Uber)
As The Verges notes, Uber has allowed riders to bring one pet per trip since 2021. However, Uber Pet charges a small fee for furry companions. It also allows drivers to cancel rides if the customers bring animals other than dogs and cats or any animals that seem unsafe or uncontrolled. Drivers can also charge a cleaning fee if the pet leaves waste, excessive hair, or damages. (Lyft added something similar in August.)
For service animals, the policies are different. There will be no extra onboarding or cleaning fees. Riders can request a refund if they are improperly charged extra. Additionally, drivers who violate Uber’s Service Animal policy and community guidelines “may permanently lose access to the platform,” Yoon said.
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To ensure no one is misusing the new feature, in accordance with the Americans with Disabilities Act (ADA), drivers are allowed to ask if it is a service animal and what tasks the animal is trained to perform, an Uber spokesperson tells The Verge.
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