Today, ride share is the most significant independence tool for individuals who are blind and visually impaired but can be a challenge for individuals with guide dogs.
In an episode from our Accessible Toolbox Podcast, you’ll learn tips and techniques for using Uber with a guide dog from Mike May, a frequent traveler and Uber user.
Featured in this episode
What is required of your Uber driver?
Drivers receive pop-ups that notify them that they are required to allow services dogs within their vehicle. They must agree to the pop-up, and they also receive quarterly reminders. Some drivers may not pay attention to these pop-ups, so some may be uninformed. As of this recording, Uber has a “two strikes and you’re out” policy in regard to rejecting rides with guide dogs. The driver receives a warning, and if they reject a service dog a second time, they will be removed from the Uber platform.
Uber ride rejections
There are a few types of typical driver rejections:
- They believe that they do not have to allow animals in their private car
- They, or a family member, have an allergy
- They may be genuinely afraid of dogs
Likely, if the driver rejects your ride request, he or she has not paid attention to the Uber policy information. The reasons listed above are not adequate to deny a service dog to ride in his or her vehicle.
Strategies to reduce likelihood of dog rejection
Strategy #1
When choosing your vehicle category, check to see if Uber Assist or VIP are app options. They are not available in all cities. If available, choose the option and compare the estimated time of arrival (ETA) with Uber X.
Be aware: If you choose the Uber Pool option, this is a shared ride and your dog will account for one of the spots in that carpool unless the dog is able to fit on the floor. If your dog takes up a seat, you can contact Uber to get a refund on the additional seat. Choosing Uber X means that you will be the only rider in that vehicle.
Strategy #2
When the Uber ETA is about two minutes, use the Contact Driver option to text the following message: "I am blind and have a trained guide dog. Please call out my name when you see me.”
Calling the driver may not work well because they may not hear and understand the difference between a pet dog and a guide dog. If the message is in writing, they have more time to think about it and you are on record giving them the information. They can’t claim that they didn’t understand.
You can create a shortcut for this text clip on an iPhone under Settings, General, Keyboard.
Strategy #3
Consider carrying a laminated card with the word ‘UBER’ in large letters to hold up in situations where it may be difficult to be seen, like in a grocery store parking lot.
Strategy #4
If you are at a hotel, stay in the lobby while the hotel staff finds the Uber, and then go outside. If you are with another person, you can do the same thing and stay in the background. Once the Uber driver pulls up, it’s harder for them to cancel without at least hearing your explanation. It is best to stay calm, explain that this is a service dog. Depending on their language skills, they may still not understand that the dog is not a pet. Be patient and find other ways to explain. Only result to explaining legal ramifications if all else fails.
Strategy #5
Hold the harness up when the driver approaches so they don’t think it’s a pet dog. It is still sometimes necessary to say to the driver, “I am blind. I cannot see. This is my trained guide dog who is very calm and clean.”
Strategy #6
Many drivers are terrified of dogs or may have a cultural objection to dogs. It is in our best interest as riders to bear this in mind and find workarounds. It is useful to keep the dog on a short leash when getting in the car, so they don’t sniff the driver or get on the seat. It can work best for you to enter first and have the dog follow. If the dog is quiet and on the floor of the car, the driver can relax and proceed with the ride. Having the dog on the floor also reduces the amount of dog hair the driver will have to clean up.
Grooming your dog before the trip is a good idea. Some drivers may have a sheet or towel to put on the seat or floor. You may wish to carry your own small sheet or sticky roller. Simply offering to use the rollers lets the drivers know that you are considerate. Remember: They rate us, just as we rate them.
Strategy #7
Tipping the driver in the app can show your appreciation of their accommodation. They don’t know who tips them.
Strategy #8
In the rare case that a driver cancels because of a guide dog, that trip will not show up in the list. Choose the trip that you’re on and make sure to explain when prompted that your issues are with the driver who canceled, and not your current trip. Uber customer service has records of cancelations and they can see the text you sent to the driver. If you have a concern that a ride may be canceled, take a screenshot.
It is easy to report an infraction from within the app. Go to the menu and then “Your Trips” and “Current Trips.” Select “Service Animal” on that screen. Fill in the text field with “Yes” if your service animal was denied. There is a second text box for additional details. When those two boxes are filled in, select the submit button. This can also be found from the help button under the main menu.
Note: These exact app details may change over time.
Most drivers are courteous and professional, are on time, and have nice vehicles. Many go above and beyond the call of duty. A five-star rating is very important to the drivers, just as praise is to our dogs. Any comments you enter are passed along to the driver anonymously.
How to contact the Uber accessibility team
For the latest information, go to accessibility.uber.com.
Listen to the episode