Uber criticised by service dog users over ride rejections

People in Canada who use service dogs report repeated ride denials by Uber drivers, sometimes captured on video, while Uber says it has mandatory driver education, new app features and is investigating complaints.

Several Canadian riders who rely on service dogs say they have repeatedly been refused service by Uber drivers. Some incidents were recorded and several users filed complaints with the company. Uber states its policy requires drivers to accommodate service animals, and says it provides driver education, app reminders and is investigating recent reports. Disability advocates say the problem persists despite those measures. Key facts: - Multiple riders in Ontario and elsewhere reported being denied rides with service dogs, and some recorded the refusals on video. - Uber's stated policy requires drivers to accept passengers with service animals and the company says drivers must complete training content and receive reminders. - The company launched an in‑app self-identify feature that notifies drivers at pickup and says drivers who violate rules can be barred. - Uber says it is investigating recent complaints and has issued credits or reimbursements in some cases. - Advocates and affected riders report continued rejections and say the experience causes distress and practical disruption. Summary: Rideshare denials with service dogs are reported to be recurring and affect users' access to transportation while Uber says it is taking steps such as training, app features and investigations. Undetermined at this time.