Accessibility at Uber

Service Animal User Guide

Updated August 29, 2017

UBER ACCESSIBILITY

Using technology to enable access to accessible and reliable transportation for riders who are blind and low-vision.

BENEFITS OF UBER

  • VoiceOver iOS and Android TalkBack Technology. With VoiceOver iOS, Android TalkBack, and an optional braille display, Uber makes it possible to get a ride at the touch of a button.
  • Cashless payments. Uber’s cashless system simplifies the payment process, reducing the need for riders to worry about carrying cash or exchanging bills with a driver.
  • Easy expenses. Every trip is electronically recorded and receipts are automatically emailed to riders making filing expense reports easy.
  • Availability in over 600 cities. All around the world, millions of people are using Uber to get from point A to point B.
    No more street hails or waiting outside to find a ride. You can start the Uber app from anywhere and wait safely for your car to arrive — providing another transportation option for individuals who cannot drive.
    Real-time tracking. Uber uses GPS to document every trip. This allows riders peace-of-mind in knowing that efficient routes are being used, a means of following up if there is any question, and the ability to share one’s trip progress with family or friends.
  • 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 who are blind or low vision 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.

To Enable VoiceOver on iOS: Use the triple-tap or Siri shortcuts by tapping through to the General > Settings > Accessibility > VoiceOver option. VoiceOver can be used in connection with a supported wireless braille display, and is available in all Uber cities and languages.

GUIDE TO LOCATING UBER’S SERVICE ANIMAL POLICY

ON A COMPUTER

> Accessibility Help Center:

– Navigate- The service animal policy is located at:  https://help.uber.com/h/f7e32beb-af83-4977-8a45-b172ef99b4e5

– Alternatively, navigate to help.uber.com

– Near the top of the webpage, select “select a city” if that link is presented and use the search box to find your city.  If a city is already selected, a button with the city’s name will appear near the top of the webpage.

– Scroll to the “Accessibility” section

– Select “U.S. Service Animal Policy”.”  If “U.S. Service Animal Policy” is not listed, select the “More” button to see additional options including this link.

IN THE UBER APP

> Accessibility Help Center:

– Click on the menu button (upper left hand corner)

– Select “Help”

– Select “Accessibility”

– Select “U.S. Service Animal Policy”

GUIDE TO REPORTING A SERVICE ANIMAL DENIAL COMPLAINT

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 from our Accessibility Help Center.

There are several ways to report a service animal denial complaint:

ON A COMPUTER

For users with Uber accounts:

> Accessibility Help Center:

– Sign into help.uber.com using your Uber login credentials

– Scroll to the Accessibility section

– Select “I want to report a service animal issue”

> Completed Trips:

– Sign into help.uber.com using your Uber login credentials

– On the “Trip Issues and Refunds” page, select the relevant trip using the trip history button, which is labeled with the date of the most recent trip

– Select the “More” button below the trip details for the selected trip

– Select “I want to report a service animal issue” in the “General Issues” section.

For users without Uber accounts:

– The service animal complaint form is located at https://help.uber.com/h/5f3eac46-e977-44a0-873e-f1881d48f4cb

– Alternatively, you can navigate to it through one of the paths below.

> Accessibility Help Center:

– Navigate to help.uber.com

– Near the top of the webpage, select “select a city” if that link is presented and use the search box to find your city.  If a city is already selected, a button with the city’s name will appear near the top of the webpage.

– Scroll to the Accessibility section

– Select “I want to report a service animal issue”.”  If “I want to report a service animal issue” is not listed, Select the “More” button, which will present you with additional options including this link.

IN THE UBER APP

> Accessibility Help Center:

– Click on the menu button (upper left hand corner)

– Select “Help”

– Under “Report An Issue,” select Accessibility

– Then select “I want to report a service animal issue”

> Completed Trips:

– Click on the menu button (upper left hand corner)

– Select “Help”

– Select “Report an issue with this trip”

– Then select “I want to report a service animal issue”

CANCELLATION FEES

In the event that you are charged a cancellation fee as a result of a service denial, this charge will be refunded by our support team if you report the issue to Uber. Please note that the refund may take up to five business days to process on your method of payment.