By: Uber Canada
CNIB has been tough, and continues to be tough, on Uber Canada when it comes to standing up for the community and addressing ride denials for guide dog handlers. While we sometimes have different views on how to get there, we share the same goal: ending ride refusals.
Uber believes everyone should be able to get where they need to go safely and with dignity. We want our app to work for all riders. We’ve heard directly from people who have been denied rides because of their guide dogs. These experiences are upsetting, unfair, and unacceptable, and they matter. Listening to these stories have helped shape the changes we are making. That are painful, humiliating, and unacceptable. Those stories matter, and they have directly shaped how we move forward.
When Uber Canada began working with CNIB nearly four years ago, CNIB challenged us to look closer at the barriers, the legal obligations of drivers, and where Uber Canada needed to improve. This partnership exists because ride refusals were happening, and they should not be.
We heard from CNIB and its members that they wanted additional ways to report ride refusals when they occur. We’ve since introduced a toll-free number (833) 715-8237, and we encourage riders to report any issues directly through the Uber app and the number so our specialized teams can investigate each case and take appropriate action.
Another result of this work is Uber’s Service Animal Self-ID feature. This optional setting allows people to choose to indicate in the app that they’ll be travelling with a service animal before a trip begins. When the feature is enabled, drivers are notified ahead of time. This can help improve communications and reduce cancellations at pickup.
Self-ID was created with input from CNIB and other advocacy organizations. It is informed by lived experience and designed to be respectful and practical.
How to turn on Service Animal Self-ID:
- Tap Account, Settings
- Select Accessibility, then Service Animal
- Tap Complete eligibility form
- Complete the form and select "I will ride with my service animal"
- Choose whether you want drivers notified
If a person who has turned on Self-ID experiences a driver cancellation at pickup, Uber now proactively follows up in-app to understand what happened and provide support.
Using this feature is always your choice. Whether or not you use it, drivers are not allowed to refuse a ride because of a service animal.
There is still more work to do. Tools like Self-ID are important steps forward, but they do not solve everything. Creating a rideshare experience with zero refusals requires ongoing partnership, accountability, and learning. That work continues.
CNIB participants are encouraged to attend an upcoming fireside chat to learn more about Uber’s partnership with CNIB and methods for reporting a service animal access denial. Stay tuned for event dates and times in CNIB’s events calendar and contact advocacy@cnib.ca to learn more about these features.