Uber Drivers Refuse Service to Blind Riders with Service Dogs

Individuals with disabilities, like blind rider Salome Solomon, are facing repeated rejections from Uber drivers who refuse to transport their service animals. This contradicts Canadian human rights legislation, which guarantees the right to travel with a service animal. Solomon reported being denied rides approximately 20 times in the past year, causing significant emotional distress. Videos document these refusals, showing drivers leaving passengers stranded.

Uber has implemented measures such as an educational video for drivers launched in 2024 and periodic email reminders about legal obligations. A new app feature, launched in February 2025, allows riders to self-identify as having a service animal. However, some users, including James Wilkinson, report continued rejections even after using this feature. This suggests that while Uber acknowledges the problem and is working towards a zero-refusal goal, its execution is still falling short for many.

Disability advocates and affected individuals express frustration, with some questioning the effectiveness of Uber's current solutions. Despite paid partnerships with organizations like the Canadian Institute for the Blind, which has seen some improvement with the new feature, instances of rejection still occur. Larissa Proctor, from CNIB, noted only one rejection since March 2025 after weekly trips, but emphasizes that equitable access for all guide dog users remains the ultimate goal.