Riders can self-identify as travelling with an assistance animal through the Accessibility setting in the Uber app, which unlocks features designed to enhance their experience, including: * The option for riders to disclose to the driver that they are travelling with an assistance animal at pickup, so the driver knows how to best support them * Ongoing monitoring of driver cancellations and proactive support messages from Uber to check in with the rider and offer support if needed * Access to Uber’s dedicated customer service team via phone, available 24/7 * On-trip reminders to drivers about their legal obligation to accept riders with an assistance animal
How to turn on self-ID
Riders with an assistance animal can follow these simple steps to use the feature:
What does this mean for drivers?
If a driver requests to cancel their trip at pickup for a self-identified rider with an assistance animal, regardless of their driver notification preference, the driver mayreceive an in-app notification reminding them it is against the law to refuse to transport someone because of their assistance animal.
Uber’s Assistance Animal policy
Regardless of whether a rider with an assistance animal chooses to use self-ID, the distress of being refused service because of an assistance animal is not something we take lightly at Uber and Uber’s Assistance Animal Policy and Community Guidelines are clear: drivers are prohibited from refusing service to riders with assistance animals or discriminating against them due to their assistance animal. If a driver refuses service, they must pass a knowledge check with 100% success to regain access to the platform. Outside of exceptional circumstances, a second refusal will result in permanent loss of access to the Uber driver app.
Any rider with an assistance animal who prefers not to use the feature but needs support can reach out to us through the app or over the phone as always.
I was part of the previous Service Animal Program (SAP). What does this mean for me now? Assistance animal Self-ID feature is and an optional upgrade to SAP, designed to make your Uber experience better. The self-ID provides the same support benefits as SAP, plus additional features including:
Proactive support and cancellation review: We understand that experiencing a driver cancellation can be stressful, especially when you’re riding with an assistance animal. With this in mind, for self-identified riders, we monitor cancellations and will proactively send you an in-app message after the cancellation asking what happened so we can provide additional support.
Optional driver disclosure: Self-ID riders can choose whether to disclose that they are travelling with an assistance animal. You can change this setting at any time.
No disclosure: Drivers won’t see any indication of an assistance animal in your profile or when they receive or accept your trip request. They will only see a reminder of their legal obligations regarding assistance animals if they attempt to cancel a trip for a rider who has opted into self-ID.
Disclosure at pickup: Drivers will be notified upon arrival at the pickup location, so they know how to best support you.
Being enrolled in SAP doesn’t automatically activate the new self-ID feature. You’ll need to enable self-ID separately in-app. If you’d like to opt out of SAP, please select here.
Will you automatically share my accessibility needs with driver-partners?
No. Accessibility needs of riders will not be automatically made visible to driver-partners at any time, unless you elect to share this information. As part of the new self-ID feature, you can choose whether you want to disclose your Assistance Animal information with the driver at pick-up.
Will I need to wait longer for a driver-partner to accept my request?
No. Opting into the program does not have an impact on the usual wait time or reliability of the service.
What is the support phone number? All self-ID (upgraded from SAP) riders have access to Uber’s 24/7 specialised support:
How do I report a service denial?
Tap through the below in your rider app and follow the instructions from here: Help > Accessibility > Report a service denial, assistance or assistance animal issue or by following this link.
How do I submit feedback?
For other issues or general feedback, you can reach our support team via the phone lines listed above, or in the in-app help centre.