Service Assistance Program (SAP) information page
You may choose to identify yourself as a person who travels with an assistance animal. This unlocks certain features designed to improve your experience when riding with Uber, including: * Tracking of driver-partner initiated cancellations involving assistance animals * Getting priority support by our dedicated customer service team in the event that your trip does not go to plan * Reminding driver-partners of their legal obligation to accept riders with an assistance animal
If in the future you no longer wish to be identified, you may opt-out at any time via this Help Article. If you do this, Uber will no longer involve you in the program and the above features will no longer apply to your Uber profile. You may opt in again at any time.
Once you’ve toggled one of the options below and clicked “Submit”, your Uber account will be updated. You’ll also receive a confirmation email when program features are live and active on your account.
For more information about Uber’s privacy practices, please visit this website.
Our team has received some questions about the program, so we thought we’d collate the frequently asked questions below.
FAQs: Uber’s Service Assistance Program
Will you share my accessibility needs with driver-partners?
No. Accessibility needs of program participants will not be published onto any public forums or made visible to driver-partners at any time.
Will I need to wait longer for a driver-partner to accept my request?
No. None of the program features will impact wait times or reliability of the service.
We’ve received some feedback around trip experiences involving longer wait times or increased cancellations since opting in to SAP. The launch of the program in October 2021 coincided with higher demand traditionally seen over the end of year period, and so it was observed that riders in general across Australia/New Zealand experienced longer wait times and higher levels of trip cancellations. To date therefore, we’ve confirmed that this experience was not isolated to SAP participants. We understand that this can be frustrating and can assure you that we’re consistently working hard to improve the rider experience more broadly as well as for SAP participants.
What is the support phone number?
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.
How do I submit feedback?
You can write in to our support team by following this link.