Accessibility at Uber

Overview

Updated December 6, 2017

Our goal is to make transportation more accessible to people with disabilities. We’re committed to building solutions that support everyone’s ability to easily move around their communities.


Riders with disabilities

Uber’s technology is helping increase the mobility and independence of transportation for riders with disabilities, with features and capabilities like:
  • Cashless payments. Uber’s cashless payment option simplifies the payment process, reducing the need for riders to worry about counting out cash payments or exchanging bills with a driver.
  • On-Demand transportation. The Uber app makes it easier for riders with disabilities to get from A to B at the push of a button. With the Uber app, riders no longer have to prearrange rides through a dispatcher or resort to other, less convenient, means of hailing a ride.
  • Real-time GPS. Uber uses GPS to map and follow every trip in real time. This gives riders peace-of-mind knowing that efficient routes are being utilized, and helps eliminate the risk of fraud.
  • Equal Access for All. Every trip request you make is automatically matched to a nearby driver by the Uber app, reducing opportunities for unlawful discrimination to interfere with the process of securing reliable, affordable transportation. For riders who are blind or low-vision and may be traveling with service animals, Uber’s Code of Conduct and Service Animal Policy clearly requires driver-partners to comply with all applicable laws regarding the transportation of service animals.
  • Share your ETA and location. Riders can easily share their ride details, including the specific route and estimated time of arrival, with friends or family for extra peace of mind. Friends or family members will receive a link where they can find out in real time the name and photo of the driver, the vehicle, and track where you are on the map until you arrive at your destination — all without downloading the Uber app.

Riders who are blind or low-vision

With VoiceOver iOS, Android TalkBack, and wireless braille display compatibility, the Uber app makes it easier for riders who are blind to get from A to B at the push of a button.

Accessibility Certification

The Uber Rider app is monitored and tested regularly by internal resources and by AudioEye, Inc., a 3rd-Party provider of Accessibility testing and monitoring. The AudioEye certification process involves automatic and manual testing with the goal of meeting Web Content Accessibility Guidelines (WCAG) 2.0 Level AA Standards. Read more here.

Riders with Service Animals

We have taken various steps to provide Uber driver-partners with information regarding their obligations to transport riders with service animals. These steps include:

  • In-app notifications for new and existing drivers: All new and existing driver-partners will receive an in-app notification that requires them to acknowledge their contractual and legal obligations related to accepting service animals on trips. Drivers also receive helpful in-app information about service animals and transporting people with disabilities.
  • Updated quarterly communications: All driver-partners will receive an email once every three months with information related to transporting riders with service animals.
  • Process for reporting a service animal denial: Our specialized support team handles all service animal-related complaints to ensure that incidents are appropriately investigated, documented, and resolved. These reports can be filed in our Accessibility Help Center from within the Uber app or from a computer using this form.
  • An updated service animal policy: Uber has updated its service animal policy, which highlights driver-partners’ contractual and legal obligations to riders traveling with service animals, as well as the company’s continuing commitment to addressing rider complaints.

To learn more about our U.S. service animal policy and the process for reporting service animal denial complaints, check out this guide. Our Canada Service Animal Policy can be found in English here and in French here.

Thousands of people rely on service animals / assistance dogs to help them get around their cities and complete everyday tasks. All driver-partners have an important role to play in helping people with service animals / assistance dogs get around their cities. Find out more by watching this movie with Emily Davison and her guide Dog Unity.

“I believe Uber is the most significant advancement in independence for me and other blind people so far this century.”
— Mike May, President, Lighthouse for the Blind, Seattle

Riders who are deaf or hard of hearing

Audio is not needed for full functionality of the Uber app. Assistive technology such as visible and vibrating alerts can help riders who are deaf or hard of hearing use the Uber app easily, and in-app features, such as the ability to enter destination, can facilitate non-verbal communication between the rider and driver-partner.


Riders with mobility disabilities

London Wheelchair Accessible Vehicle Program

We’re using technology to make transportation more accessible and reliable for riders with mobility disabilities.

  • UberWAV lets riders who use non-folding, motorized wheelchairs to connect with drivers in wheelchair accessible vehicles that are equipped with ramps or lifts.
  • We are piloting several uberWAV models in cities around the world to determine which wheelchair accessible vehicle options best meet the needs of our riders and driver-partners. We are piloting several uberWAV models in cities around the world (e.g. in Toronto, Austin, Chicago, and London) to determine which models best meet the needs of our riders and driver-partners.
“By launching [uberWAV], Uber is offering people requiring wheelchair accessible vehicles the opportunity to request an on-demand ride with the touch of a button. As an organization that works to improve the quality of life for individuals with disabilities, I applaud Uber for expanding options for those of us desiring wheelchair accessible vehicles.”
—Eric Lipp, Executive Director of Open Doors Organization

 

 

“UberX has been a game changer for millions of people moving all around the world, and I’m thrilled to see Uber applying the same creative ingenuity to provide more consumer choices and opportunities for Houstonians with accessibility needs. UberWAV will empower people requiring wheelchair accessible vehicles to get a ride when they need one by simply pressing a button.”
–Tony Coelho, Co-author of the Americans with Disabilities Act

Riders with assistance needs

Uber_ASSIST

At Uber, we strive to increase access to transportation for everyone, everywhere. UberASSIST is designed to provide people who would like a helping hand with additional assistance. With UberASSIST, top-rated driver-partners may obtain independent training from third-party organizations to assist riders into vehicles. UberASSIST is currently available in more than 40 cities around the world.


Driver-partners with disabilities

Driver-partners who are deaf or hard of hearing

Uber is opening up flexible economic opportunities for driver-partners who are deaf or hard of hearing. There are now thousands of deaf and hard of hearing driver-partners on the Uber platform in the U.S. who are providing more rides per month on average than hearing driver-partners. Driver-partners who are deaf across the U.S. have collectively earned more than $10 million — all by helping people get around their communities.

In September 2016, Uber was recognized by the Ruderman Family Foundation as one of 18 companies leading the way in supporting people with disabilities. More information here.

Additionally, we recently partnered with the Communication Service for the Deaf, the largest Deaf-led nonprofit in the United States, to expand opportunities for deaf men and women. We’ve also worked with members of the deaf community including the National Association of the Deaf and Telecommunications for the Deaf and Hard of Hearing (TDI) to design and implement a series of fully optional product capabilities to improve the driver-partner experience.

These product capabilities include:

  • Enabling these features in app. We recently added the ability for partners to self-identify as deaf or hard of hearing in the partner app, which unlocks the following features for drivers and their riders.
Enabling Uber features for deaf or hard of hearing driver-partners in the app.

Enabling Uber features for deaf or hard of hearing driver-partners in the app

  • Flashing trip request. The Uber Partner app signals a new trip request with a flashing light in addition to the existing audio notification. This makes it easier for driver-partners to notice when there’s a new opportunity to give a ride and make some money.
Uber flashing trip request feature signals a new trip request with a flashing light

Uber flashing trip request feature signals a new trip request with a flashing light

  • Turns off calling and uses text-only messaging. The ability to call a deaf or hard of hearing driver-partner is turned off for the rider — instead, riders are directed to text their driver if they need to communicate with them. Driver-partners who use this setting are less likely to have rides canceled after a failed phone call.
Uber feature that turns off the ability to call a deaf or hard of hearing driver-partner.

Uber feature that turns off the ability to call a deaf or hard of hearing driver-partner

  • Adds a prompt for the rider’s destination. The app will add an extra prompt for riders to enter their destination and lets them know their driver is deaf or hard of hearing. Once a partner with this setting turned on accepts a ride, the rider will see a prominent screen asking for their destination. Uber can then provide turn-by-turn directions once the ride begins.
The Uber app will add an extra prompt for riders to enter their destination and lets them know their driver is deaf or hard of hearing. Once a partner with this setting turned on accepts a ride, the rider will see a prominent screen asking for their destination. Uber can then provide turn-by-turn directions once the ride begins.

Feature prompting riders to enter their destination in the Uber app

  • Shows a message to let riders know their driver-partner is deaf or hard of hearing. Along with the prompt for destination, a message appears letting the rider know that their driver is deaf or hard of hearing.

To enable these features, go here or watch this video.

“Uber has incorporated accessible technology for Deaf and hard of hearing people directly into their app, providing unprecedented access for the Deaf community to make money by driving with Uber. This partnership with CSD will provide more than a simple opportunity for Deaf driver-partners to give rides to people on the road — it’s an opportunity to build bridges between people and influence a new perception of the abilities and humanity of Deaf people.”
— Chris Soukup, CEO of the Communication Service for the Deaf

Driver-partners with mobility disabilities

Uber provides economic opportunities for people with mobility disabilities. Uber welcomes driver-partners who use modified vehicles and hand controls on the Uber platform. Anyone who is legally able to drive can apply to partner with Uber.


Our Policies

Accessibility Compliance Notification

  • Driver-partners must comply with all applicable state, federal and local laws governing the transportation of riders with disabilities. A partner’s violation of the laws governing the accommodation of riders with disabilities constitutes a breach of the parties’ Technology Services Agreement.
  • Accordingly, driver-partners are expected to accommodate riders using walkers, canes, folding wheelchairs or other assistive devices to the maximum extent feasible.
  • Any report of unlawful discrimination will result in the temporary deactivation of a partner’s account while Uber reviews the incident. Confirmed violations of the law with respect to riders with disabilities may result in permanent loss of a partner’s access to the Uber platform.

Service Animal Policy

State and federal law prohibit driver-partners using the Uber Driver App from denying service to riders with service animals because of the service animals, and from otherwise discriminating against riders with service animals. As explained in Uber’s Non-Discrimination Policy, driver-partners who engage in discriminatory conduct in violation of this legal obligation will lose their ability to use the Driver App. More information about Uber’s Service Animal Policy can be found here.


 

Questions?

We’re here to help.
  • For more information about Uber account, browse through frequently asked questions, or leave feedback on a recent trip, visit Help & Support.
  • If you’re interested in learning more about transporting riders with disabilities, check out these resources for driver-partners.