Identify yourself as a passenger with an assistance animal

Assistance Animal self-ID (formerly Service Assistance Program)

Riders have the option to self-identify as having an assistance animal in the Uber app and can choose to automatically notify drivers of this information when they arrive at the pickup location, so drivers know how to best support you. Being part of this program unlocks other features designed to improve the experience when riding with Uber, including:

• If a rider with an assistance animal experiences a driver cancellation at pickup, we understand that can be stressful. With this in mind, for self-identified riders, we will proactively send a support message to the rider after the cancellation asking what happened so we can provide additional support where needed.
• Access to priority support by our dedicated customer service team in the event that a trip does not go to plan
• On-trip reminders for driver-partners 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:

1. Tap Account > Settings
2. Tap Accessibility and select assistance animal
3. Tap Complete eligibility form
4. Complete the eligibility form
5. Select “I will ride with my assistance animal”
6. Choose whether you want drivers to be notified of this information at pick up. You can change this setting or opt-out of self-identification at any time.

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.

Click Here

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.

FAQs: Uber’s self-ID feature (previously SAP)

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 (previously SAP) riders have access to Uber’s 24/7 specialised support:

• Australia: +611800990532
• New Zealand: +64800005374

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.