Para español, ver Programa de comprobación de Uber y Lyft.

Uber and Lyft Testing Program

In an effort to resolve allegations of Uber and Lyft driver discrimination against passengers with service animals, the National Federation of the Blind (NFB) recently entered into landmark settlement agreements with both rideshare companies. Terms of the agreements require Lyft and Uber to revise their policies and procedures to include additional training for employees and contractors, and contract termination for drivers who knowingly or repeatedly deny rides to individuals with service animals. The agreements also include requirements for data gathering and testing, so that the NFB can assess Uber and Lyft’s efforts to provide equal access to riders with service animals. On May 8, the NFB will begin conducting nationwide testing to ensure that riders with service animals are neither denied transportation nor treated disrespectfully by Lyft and Uber. Your help here is critical.

How you can help:

  • Be a tester—a tester can be an NFB member or nonmember; a tester can be an individual who uses a service animal or can be someone who travels via Uber or Lyft with someone who has a service animal.
  • Complete the online questionnaire—after ordering or completing a Lyft or Uber ride, testers should promptly complete the online questionnaire. Please remember that we are seeking feedback on both positive and negative rideshare experiences.
  • Participate as often as you can, monthly at minimum—to best assess whether Uber and Lyft are complying with their agreement terms, we need to gather monthly data nationwide for the duration of the agreements. This regular testing will help ensure NFB meets its legal obligations as per the settlements.

Important note: In addition to participating in the testing, if you do experience discrimination, you should also complain directly to the rideshare providers. The agreements require Lyft and Uber to investigate reports and, if appropriate, take action against the drivers.

Please keep in mind the following when using rideshare and submitting complaints to Uber or Lyft:

  • Help the driver know it is not a pet. Tell your driver via text, phone call, or in person that you are traveling with your service animal.
  • When filing a complaint, tell Uber or Lyft that your driver knew it was a service animal. If the incident was witnessed by another person, tell the rideshare company, and if possible provide contact information for the witness.
  • Report all forms of discrimination. If you were denied transportation, treated disrespectfully, or charged a cleaning fee because of your service animal, please report this to Uber or Lyft and to the NFB via our questionnaire.

The NFB looks forward to partnering with you, Lyft, and Uber so that, together, we can raise expectations and secure equal access to both companies’ convenient transportation services for all riders with service animals.

For more information:

Still have questions? Contact Valerie Yingling, Legal Program Coordinator, at 410-659-9314, extension 2440, or vyingling@nfb.org.