Starting this fall, Uber will offer new self-identification options for passengers who are deaf or hard of hearing, blind or have low vision. The company says passengers with hearing or vision problems often worry about potential misunderstandings that could cause them to miss their flight. If a user chooses to verify their identity in the app, drivers will be notified in advance and will work with the driver to meet their needs, such as having them pick them up exactly where they are, rather than having them find a pick-up location. You can.
Uber is also moving communication settings to an Accessibility page to make it easier for riders to change their preferred contact methods. For example, if a user indicates they only want to communicate via in-app chat, drivers won’t be able to make phone calls. Over the next few weeks, the company will also begin pilot testing another self-identification option for passengers with service animals in the U.S. and Canada. Uber announced it will send drivers a new service animal education video with tips on how to transport a service animal and warn them that refusing a ride because they are traveling with a service animal is against the company’s policies.
Over the years, Uber has added features to make its rides more accessible, but it hasn’t always been plain sailing for the company. The company previously faced lawsuits for not providing wheelchair-friendly services in all U.S. markets, despite partnering with outside companies to improve accessibility for wheelchair users. In 2021, the Department of Justice sued ride-hailing platforms for charging “wait time” fees to passengers who take longer to get into a car because of a disability. And despite promises to promote inclusion and make it more accessible, it may still be up to the driver to let passengers ride.
