Disabled users of popular rideshare apps like Uber and Lyft say they regularly face barriers that go beyond pressing a button to book a ride. Issues such as ride cancellations, refusal to accommodate service animals, and prejudices against wheelchair users highlight gaps in compliance with the Americans with Disabilities Act (ADA).
Rideshare Challenges for Disabled Riders
Users who rely on wheelchairs or guide dogs report frequent discrimination. Amber Sherrard, a Denver resident who is blind, shared her experiences of drivers refusing to transport her and her guide dog, Della. “I don’t have the time to keep dealing with this,” she said.
Similarly, Robert Silva from California said he struggles with drivers who assume his folding wheelchair would be a burden. “They see the chair and assume the worst,” Silva said.
New App Features Fall Short, Say Critics
In response to ongoing issues, Uber and Lyft plan updates aimed at improving accessibility. Uber will allow users to identify as blind or deaf, while Lyft is introducing an option to notify drivers of service animals. Both companies already have hotlines for complaints and policies that warn drivers of potential bans for ADA violations.
Despite these efforts, advocates like Lynn Dubinsky call the updates insufficient. “The burden falls on disabled riders instead of the companies addressing driver behavior directly,” Dubinsky said.
Past Legal Actions and Current Gaps
Both rideshare giants have faced federal lawsuits over alleged ADA violations. Uber settled a lawsuit in 2022, and Lyft resolved a similar case in 2020. However, disabled riders say issues persist despite these settlements.
Critics point out that while drivers are informed of disability policies during onboarding, enforcement is inconsistent.
Alternatives to Rideshare: Paratransit Solutions
Public transportation offers paratransit services under the ADA, but many users report long wait times and limited availability. Cathy Johnston, who uses Atlanta’s MARTA Mobility program, said, “It’s better than rideshare, but still frustrating.”
In some areas, innovative solutions are emerging. Uzurv, a rideshare service specializing in accessible rides, has partnered with public transit programs in 15 states and Washington, D.C., to provide reliable, door-to-door options for disabled riders.
Portland, Oregon’s transit agency TriMet contracted Uzurv after losing much of its cab fleet during the pandemic. The program has been successful, with plans to expand on-demand wheelchair services.
