Uber is expanding its accessibility features to provide a more inclusive experience for riders with disabilities. This fall, the company will introduce new self-identification options for riders who are deaf or hard-of-hearing and blind or have low vision. By selecting one of these options in the app, riders can alert their drivers to their needs, ensuring a smoother pickup and ride experience.
For example, if a rider with a hearing or vision impairment chooses to self-identify, their driver will be notified in advance and can take steps to accommodate their needs, such as ensuring they are picked up at the correct location. Additionally, Uber is moving its communication preferences settings to the Accessibility page, making it easier for passengers to change their preferred contact method. Riders who prefer to communicate via in-app chat, for instance, can disable calls from their drivers.
Uber is also testing a new self-identification option for riders with service animals in the US and Canada. The company will send its drivers a video education module, providing tips on how to transport service animals safely and reminding them that it’s against company policy to deny a ride to someone traveling with a service animal. This initiative builds on Uber’s existing efforts to improve accessibility, which have not been without challenge.
The company has faced criticism and lawsuits in the past for its accessibility features, including a 2021 lawsuit from the Department of Justice over “wait time” fees charged to passengers with disabilities. Uber has also faced scrutiny for not providing wheelchair-accessible service in every US market, despite partnering with an external company to improve accessibility for wheelchair users. Despite these challenges, Uber is committed to fostering inclusion and providing a more accessible experience for all riders. But even then, whether or not a passenger gets a ride may still depend on the driver.
