Legally Blind Passengers Face Service Denials from Ride-Sharing Companies
PORTLAND, Oregon — Despite federal and state laws prohibiting discrimination against individuals with disabilities, many legally blind passengers in Oregon report being denied service by Uber and Lyft drivers upon arrival with their guide dogs. Erica Daniels, a Fairview resident reliant on her guide dog Wynn, recounted, “I’ve had times when I had two drivers back-to-back deny us.”
Daniels recorded an interaction with an Uber driver who claimed no dogs were allowed in the vehicle, despite her explanations that Wynn is a service animal. Often, drivers cite concerns over vehicle cleanliness or even alleged allergies as reasons for canceling rides. “It was humiliating,” expressed Patricia Kepler of Aloha, who has faced multiple cancellations herself with her guide dog Gus.
Sharon Zenger from Gresham also shared her distressing experiences, stating that she has been physically blocked from riding while holding onto a vehicle door handle as a driver refused her entry. “It makes me feel like I don’t have the same rights as everyone else,” Zenger lamented.
Both Uber and Lyft have policies in place that require the acceptance of service animals, reinforced by the Americans with Disabilities Act. However, reports show that discrimination remains prevalent. Following lawsuits settled in 2016 and 2017, the companies promised enhanced driver education and easier complaint processes.
In response to ongoing challenges, Lyft acknowledged that “discrimination has no place” in their community, while Uber urged users to report refusals for potential driver account deactivation. The Justice Department is currently investigating these issues further.
Recently, both companies introduced features allowing riders to inform drivers of their service animals in advance, though advocates argue that this may not resolve cancellations effectively. As passengers continue to face emotional and practical barriers, the quest for equal service remains a pressing concern.
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