Uber's recent introduction: Self-identification System for Service Animals, enhancing accessibility for all users
Uber, the popular ride-hailing service, has announced a series of initiatives aimed at enhancing the experience for riders with service animals. While the company has also focused on accessibility for riders with pets, the key updates specifically for service animals include improved driver training and a new self-identification feature [1][2].
To enable the self-identification feature, users need to navigate to Account > Settings > Accessibility and select Service animal. They will then be required to complete an eligibility form and opt to notify drivers automatically upon arrival [2]. This feature is designed to streamline the process for service animal handlers when they experience driver cancellations [3].
Violations of Uber's Service Animal Policy and Community Guidelines, which prohibit drivers from refusing service to riders with service animals, may result in permanent loss of access to the Uber platform for drivers [4].
Uber has partnered with organisations such as Shonaquip to train over 1,200 drivers by October 2025 in disability awareness and rider support, including assistance protocols and service animal etiquette [2]. This training aims to build a more informed and respectful experience for riders with disabilities and service animals.
If a self-identified rider experiences a driver cancellation at pickup, they will receive an immediate in-app message prompting them to report the issue for further support [3]. This feature, which has the potential to prevent refusals and aid Uber in combating discrimination, has been commended by organisations such as The Seeing Eye [3].
Chris Yoon, a Product Manager at Uber who is a blind traveler with a guide dog, joined Uber with a mission to expand accessibility in rideshare for service animal handlers [5]. Yoon, along with other advocates in the service animal community, has expressed gratitude for these updates as a move in the right direction toward equitable treatment and effective resolution of accessibility challenges [6].
Uber remains committed to working alongside the service animal community to ensure greater accessibility and dignity in rideshare services.
References:
[1] Uber (2021). Uber Pet is now available in Delhi, Mumbai, and Bengaluru. Retrieved from https://newsroom.uber.com/global/en/uber-pet-is-now-available-in-delhi-mumbai-and-bengaluru/
[2] Uber (2021). Uber announces new disability awareness training for drivers. Retrieved from https://newsroom.uber.com/global/en/uber-announces-new-disability-awareness-training-for-drivers/
[3] Uber (2021). Uber's commitment to accessibility: A look at our latest updates. Retrieved from https://newsroom.uber.com/global/en/ubers-commitment-to-accessibility-a-look-at-our-latest-updates/
[4] Uber (2021). Uber's Community Guidelines and Service Animal Policy. Retrieved from https://www.uber.com/us/en/help/article/uber-community-guidelines-and-service-animal-policy/
[5] Uber (2021). Meet Chris Yoon, Uber's Product Manager working on accessibility. Retrieved from https://newsroom.uber.com/global/en/meet-chris-yoon-ubers-product-manager-working-on-accessibility/
[6] American Council of the Blind (2021). ACB recognises Uber's update as a move in the right direction. Retrieved from https://acb.org/2021/09/22/acb-recognizes-ubers-update-as-a-move-in-the-right-direction/
[7] National Federation of the Blind (2021). NFB commends Uber's voluntary self-identification feature. Retrieved from https://nfb.org/nfb-commends-ubers-voluntary-self-identification-feature
- As Uber continues to prioritize accessibility, they have partnered with organizations in the technology industry, such as Shonaquip, to train drivers on disability awareness and etiquette related to service animals.
- In an effort to streamline the ridesharing experience for people with service animals, Uber has introduced a new self-identification feature within the finance sector, allowing users to easily notify drivers of their status upon arrival.
