BLIND WOMAN DENIED UBER RIDES 12 TIMES BECAUSE OF SERVICE DOG, DOJ LAWSUIT SAYS

Fort Worth Star-Telegram

 

Blind woman denied Uber rides 12 times because of service dog, DOJ lawsuit says

By Julia Marnin

September 15, 2025 3:15 PM

 

A woman who is blind has been repeatedly denied rides by Uber drivers because of her service dogs, including 12 times since April, when she got a new guide dog following the retirement of her former service animal, a federal lawsuit filed by the Justice Department says.

 

On multiple occasions, drivers have refused to give the Garland, Texas, resident rides on days reaching more than 110-degrees, forcing her to wait outside in the heat with her guide dog, according to the lawsuit.

 

“Drivers have also asked her to muzzle her guide dog or to place her in the trunk,” a complaint filed Sept. 11 says.

 

After a series of ride refusals and negative experiences related to her service animal, she “often feels unsafe when requesting a ride with Uber because she is unsure of how drivers will react,” the complaint states.

 

Additional Uber customers who are blind or have other disabilities and use devices like wheelchairs have experienced similar ride refusals, according to the Justice Department, which announced it is suing Uber on Sept. 12.

 

The agency’s lawsuit also says “Uber’s drivers insult and demean people with disabilities or ask them inappropriate questions.” The complaint, filed in San Francisco federal court in California on behalf of 17 people, including the Texas woman, accuses Uber of disability discrimination and seeks $125 million in damages.

 

In an emailed statement to McClatchy News on Sept. 15, Uber said “we fundamentally disagree with the DOJ’s allegations.”

 

“Riders who use guide dogs or other assistive devices deserve a safe, respectful, and welcoming experience on Uber — full stop,” the company said, adding that Uber has a zero-tolerance policy for when a ride denial is confirmed.

 

All drivers must agree to the company’s U.S. Service Animal Policy, according to Uber. Drivers accused of violating the policy could have their account permanently deactivated.

 

But a man from Nevada, who is represented by the Justice Department, says that he is still continuously denied rides after having filed multiple complaints with Uber.

 

The Reno resident is blind, uses a cane, has a service dog and “uses Uber multiple times a week and experiences frequent ride denials because of his guide dog,” the complaint says.

 

He regularly worries he will be late for flights and has been late to work meetings as a result, according to the Justice Department.

 

“Uber’s discrimination and (his) interactions with drivers who are reluctant or unwilling to take his service dog cause him anxiety, emotional distress, and make him feel degraded,” the complaint says.

 

Riders charged cleaning fees

 

In addition to passengers with disabilities being denied rides, the Justice Department’s lawsuit says “Uber and its drivers also impose impermissible surcharges by charging cleaning fees related to service animals and cancellation fees to riders they have unlawfully denied service.”

 

One of the plaintiffs, a man with cerebral palsy who recently moved to Seattle from Alexandria, Virginia, has been regularly refused rides and charged cleaning fees by Uber drivers due to his service dog, according to the complaint.

 

The dog helps him with different physical tasks, such as opening doors, the filing says.

 

On one occasion, the man was charged a $150 cleaning fee following a ride with his service dog, according to the complaint, which includes a screenshot of the cleaning charge.

 

“An incident during this trip resulted in a mess. Your driver’s vehicle required cleaning,” reads a message below the charge.

 

He later received a refund from Uber after disputing the fee, the filing says.

 

The man, Ryan Honick, said in a statement to CBS News that “this lawsuit underscores a longstanding pattern that people with disabilities have called out for years, often at great personal and emotional cost, only to be met with automated responses and institutional inaction.”

 

In its statement to McClatchy News, Uber said “We continue to invest in technology, training, and dedicated reporting channels — such as a 24/7 service animal denial hotline — to ensure riders can quickly alert us so we can investigate and address issues.”

 

The Justice Department’s lawsuit, in addition to $125 million in damages, asks for a court order that will prevent Uber from future disability discrimination, require it to change company policies to adhere to the Americans with Disabilities Act and to train employees on the ADA, according to the Justice Department.