Uber and Lyft Testing Program

Frequently Asked Questions

 

  • Who can be a tester?

    • Any Uber or Lyft customer who has a service animal or travels with someone who has a service animal can be a tester. Testers can be NFB members or nonmembers.
  • What is needed from testers?

    • After ordering or completing a ride, the tester would promptly complete the online questionnaire. Testers would repeat this process as often as possible, monthly at minimum.

  • What is the link to the testing tool?

  • How do I know if Uber or Lyft is available where I live?

  • What questions does the testing tool ask?

    • The online questionnaire will prompt you to enter your name and email address, the date and time of your Lyft or Uber ride, whether that ride was canceled because of your service animal, whether the driver treated you disrespectfully, and whether you were charged a cleaning fee because of your service animal, among other information.

  • What will happen with the testing data?

    • The NFB and counsel will use your testing feedback to assess whether Uber and Lyft are meeting their settlement agreement terms and to urge greater compliance where needed.

  • What are the dates for the testing program?

    • The NFB’s Uber and Lyft testing program begins on May 8, 2017, and will continue for the three- to five-year duration of the agreements.

  • Is testing nationwide?

    • The NFB’s Uber and Lyft testing program will be administered nationwide, including in Puerto Rico. There will be a special push to gather Lyft data from targeted municipalities: Baltimore, Seattle, Dallas-Fort Worth, Boston, New York, Nashville, Phoenix, Philadelphia, Chicago, Denver, Los Angeles, San Francisco, Sacramento, and the District of Columbia.

  • Can I report on a Lyft or Uber ride in a state other than where I live?

    • Yes, testers are encouraged to complete the online questionnaire for any Lyft and Uber experience, regardless of the location.

  • If I’m denied transportation by Uber or Lyft because of a service animal, should I also register a complaint with the company?

    • Yes, in addition to filling out the NFB’s online questionnaire, we also ask that you report discrimination to the rideshare company via the company’s website or app or by phone.

  • Who can I contact with questions?

    • For more information, contact Valerie Yingling, NFB Legal Program Coordinator, at [email protected] or (410) 659-9314, extension 2440.