Uber takes steps on service dogs

Rideshare companies are required by law to accept service dogs, but Dr Sally Britnell and her fourlegged assistant Sienna are no stranger to being left on the side of the road.

The senior lecturer at Auckland University of Technology, who has low vision, said half the time an Uber or taxi driver would cancel or refuse to take a person with a service dog.

Public transport and taxi and rideshare companies must accept service dogs under the Human Rights Act and the Dog Control Act.

Britnell ordered an Uber last weekend and the driver was aware she had a dog with her.

His reluctance to accept the fare included messages inviting her to cancel because of ‘‘traffic’’ even though he was not far away, wanting the dog to go in the boot and then cleaning the car immediately Britnell got out.

‘‘There are multiple people in the blind community who have similar issues, but I don’t say much.’’

If a driver cancelled a ride, a new car was automatically dispatched, but people could be left waiting to be picked up for up to 90 minutes, especially during the busy times in Auckland, she said.

Epileptic woman Nina Gellert was verbally abused and refused by an Uber driver because of her service dog, Val, in July.

Blind Low Vision NZ head of access and awareness, Dan Shepherd, said it knew of an increasing number of people with guide dogs being refused rides with Uber.

An Uber spokesperson said the company was aware of service animal refusal in its company.

‘‘Uber continues to develop strong policies to prevent this from happening, but for these policies to be effective, and so we can continually improve them, it’s important that riders report instances of service animal refusals to us,’’ she said.

Its aim was to always educate driver-partners in relation to assistance animals when they sign up to the app, through specific education modules, and then on a regular, ongoing basis.

It had also developed the service assistance programme, to improve the experience for people with a service animal, including an exclusive phone number for programme participants and specially trained Uber agents who will recognise that the caller has a service animal.

Britnell is a member of the programme and informs the company about every ride refusal she has and said it was ‘‘very responsive’’.

However, she wondered if the issue was broader than a policy around service animals, but related to everyday exposure and knowledge of disability and access needs in society.

‘‘The majority of people I encounter do not know about disability or access needs,’’ Britnell said.