Uber Sued Again Over Disability Access Issues
It's the second time in four years the Department of Justice (DOJ) has targeted Uber for its treatment of passengers with disabilities. According to the lawsuit, a copy of which was posted online by TechCrunch, the company is alleged to routinely refuse service to individuals with disabilities, including those who travel with service animals or use stowable wheelchairs.
The suit also accuses Uber of imposing cleaning surcharges related to service animals and charging cancellation fees to disabled riders who have been denied service. Additionally, it states that Uber's drivers sometimes insult and demean people with disabilities or ask them inappropriate questions.
In response, Uber provided a statement to CNET, saying: "Riders who use guide dogs or other assistive devices deserve a safe, respectful, and welcoming experience on Uber -- full stop. We have a clear zero-tolerance policy for confirmed service denials, and we fundamentally disagree with the DOJ's allegations."
The company highlighted its US Service Animal policy, which all drivers must agree to, and emphasized that it takes decisive action, including permanent account deactivation, for violations. Uber also mentioned investments in technology, training, and a 24/7 service animal denial hotline for reporting issues, along with a complaint page for passengers.
This isn't the first time Uber has faced legal action from the DOJ. In 2021, the company was sued for charging wait-time fees to disabled customers, a case that was settled in 2022. The DOJ's efforts aim to raise awareness of violations of the Americans with Disabilities Act (ADA) and enforce its provisions.
Shira Wakschlag, general counsel at The Arc of the United States, a nonprofit advocating for people with disabilities, emphasized the importance of such enforcement: "On-the-ground enforcement of the ADA by DOJ and private parties is critically important... to ensure that the law's promise of creating a more accessible and inclusive world for people with disabilities is realized."
Customers can report discrimination directly to the DOJ or through organizations like The Arc. Media coverage also plays a key role in highlighting these issues to the public.
In a separate legal matter, Uber is facing a suit from the Federal Trade Commission over deceptive pricing practices related to its Uber One subscription service.
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