Uber cracks down on drivers refusing passengers with assistance animals

Uber drivers have less than two months to comply with new measures, after the rideshare app found Aussie passengers were being rejected for one reason.

Uber is introducing new measures and harsher penalties to crack down on drivers refusing service to passengers with assistance animals.

Drivers will now need to complete a compulsory assistance animal training course, developed with Vision Australia, to continue working via the rideshare app.

Under Commonwealth law, it is illegal for a transport service to deny a passenger because of an assistance animal.

Uber’s service animal policy makes it clear that drivers are required to comply with “all applicable laws” and “accept riders with assistance animals”.

However, that hasn’t stopped Uber seeing an increase in drivers rejecting a rider with an assistance animal.

“In the past few years, we know that some riders with assistance animals have felt disheartened with their experience on the Uber platform, after being refused trips by drivers because they’re travelling with an assistance animal,” Uber’s director of mobility operations Emma Foley said.

Uber’s director of mobility operations Emma Foley said the rideshare service was committed to cracking down on discrimination.

“This is simply unacceptable. Riders with assistance animals have the same rights as any rider to access the services they need, including being able to book any kind of Uber trip, and travel with their assistance animal from A to B.

“By implementing new measures focused on ensuring all drivers are aware of their obligations, and consequences for those that ignore them, we hope to prevent this happening as much as possible.”

Uber said there will be a no tolerance approach, with drivers expected to complete the training course by the end of the week to retain access to the Uber platform.

For drivers that knowingly refuse service, they will need to complete a knowledge check with 100% success to regain access to the Uber platform. If this is not achieved, they will lose their access to the Uber platform permanently.The move has been welcomed by Vision Australia’s manager of government relations Chris Edwards, who knows first-hand about having a ride rejected because of his guide dog Eva.

Chris Edwards has experienced issues with his dog and getting an Uber driver. Picture: Supplied

“Often drivers see Eva when they pull up to collect me, and try to argue that I should order an Uber Pet or refuse my ride entirely. When I inform them that by law - Eva can travel in any Uber ride, be that Uber X, Uber Comfort or Uber Green, they simply don’t understand and try to get me to cancel and rebook,” Mr Edwards said.

“I would however say that this is not an issue unique to Uber. This happens all the time across all modes of transport, because drivers are not aware of the laws around assistance animals.

“The only difference is that Uber tracks this proactively, which makes it possible to educate drivers who are unaware of the law and takes action on drivers who refuse service, which has certainly made a huge difference in improving the ride experience for people with seeing eye dogs.”

Uber drivers must complete the online training course by May 30, 2024.

Mr Edwards also hopes others across the transport industry follow suit to allow “more help available” to people with disabilities.

“It’s vital for drivers to understand that assistance animals are not pets. They’re accredited animals that are highly trained, vaccinated, clean and not aggressive,” he said.

“They play many different roles for people with disabilities, and are a lifeline in helping them to move around the community safely and with confidence.

“The law is very clear that assistance animals are allowed in all modes of transport, yet time and time again members of the assistance animal community are treated poorly when taking public transport.”