Denied Service Animal

At Uber, we’re committed to supporting our partners by providing them the feedback needed to improve their star ratings. In recent driver surveys, rider feedback was the #1 item drivers requested from us, and we listened! In the past week, we received the below feedback from your riders.

Denied Service Animal

What does Denied Service Animal mean?

A rider wrote to us stating that you refused their trip based on the Service Animal that was accompanying them. Under the Americans with Disabilities Act, service animals must be permitted to accompany riders with disabilities to any business that serves the public. Uber’s goal is to provide a 5 star experience to riders, and when a rider gets their trip canceled, they do not get this 5 star level of service. As such, we closely monitor these complaints.

How can I improve?

The best way to avoid the ‘Denied Service Animal’ complaint is to accept all trips if you are online and comply with the Americans with Disabilities Act. If you are not certain that an animal is a service animal, feel free to ask the rider. If they say it is a service animal, you must abide by the law and accept it unless you have been granted an exception from Uber in advance for medical reasons (and have corresponding medical support and documentation). Uber will end its partnership with any driver who refuses a service animal. As always, riders are responsible for cleanup fees for damage to the interior or exterior of the vehicle that may occur during a ride. Please take and send us pictures of such damage if clean-up is required.

What’s next?

To refresh your knowledge on Uber’s best practices, check out this refresher video:


If we continue to receive negative feedback from riders regarding your performance, your account will be reviewed and may be deactivated.

Note: we expect some negative feedback over time for all our partners as this is the nature of the business! If you believe you received this complaint unfairly, please don’t worry, we’ll only take action if we see a pattern of undesirable behavior. Again, the purpose of this message is to provide you constructive feedback to help you improve.