Rideshare Apps Promise Changes as Disabled Users Continue to Face Access Barriers

Despite being essential transportation options for many people with disabilities, rideshare services like Uber and Lyft continue to present significant accessibility challenges. Recent reports highlight ongoing issues with service denials and discrimination, particularly affecting wheelchair users and those with service animals.

Both major rideshare companies are rolling out app updates to address these concerns, but disability advocates argue these changes may not be enough to solve deep-rooted problems.

Lynn Dubinsky, who works at a guide-dog training school in San Rafael, California, characterizes the new features as "window dressing," noting they place the responsibility on users rather than holding companies accountable for driver compliance with the Americans with Disabilities Act (ADA).

The challenges are real and personal for many users. Amber Sherrard, a 32-year-old Denver resident who is blind, shares her experiences with drivers refusing to transport her guide dog, Della. In one instance, she had to accept a ride from strangers at Denver's airport after being denied service. Despite proactively informing drivers about her service animal and noting her visual impairment in her profile, she continues to face cancellations.

Similar frustrations exist for wheelchair users like Robert Silva from Alameda, California. Silva, who uses a folding wheelchair, once had to attempt booking five times over 90 minutes before finding a driver willing to transport him to Disneyland. He believes drivers often assume accommodating a wheelchair user will require more effort than it actually does.

Both Uber and Lyft have responded to these concerns by:

• Implementing new app features allowing users to identify as blind or deaf

• Adding options to notify drivers about service animals

• Maintaining hotlines for discrimination reporting

• Including ADA compliance in driver training

• Threatening potential bans for drivers who wrongfully deny service

Some cities are exploring alternative solutions. Portland, Oregon, for example, has partnered with Uzurv, a specialized rideshare company focused on serving people with disabilities. The company takes a strict stance on discrimination, immediately banning drivers who deny service to disabled riders.

While traditional paratransit services remain available, they often require advance scheduling and can involve lengthy wait times. Cathy Johnston, a 70-year-old power wheelchair user in Atlanta, notes that while paratransit better accommodates her needs, she sometimes faces waits up to 45 minutes even with 24-hour advance booking.

These ongoing challenges highlight the need for continued improvements in transportation accessibility. As Eileen Collins Turvey, director of accessibility programs at Portland's TriMet, emphasizes, "We need to get beyond the floor of the ADA."

This article was adapted from reporting by the Associated Press. AP contributed to this report.

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