[NAGDU] FW: An Excerpt from the Lyft National Users Guide for Transportation of Service Animals

[Mary Metzger]

Fyi.  I phoned the number listed below but was only referred back to
www.help.lyft.com.


How to Lodge a Complaint: 

If you believe you have been discriminated against because of your service
animal, or if you believe you have been assessed improper fees or charges,
let us know. We will investigate and take appropriate actions. 

You can lodge a complaint in one of two ways: 

Call Us. Lyft's Service Animal Complaint Hotline is 1-844-250-3174. 

Submit a Complaint. The form can be found here: 

(https://help.lyft.com/hc/en-us/articles/214589657-Service-Animal-Policy). 

Once we receive your complaint, we will get back to you within two weeks to
let you know of the outcome of our investigation and any actions we have
taken in response to your complaint, including whether we have removed the
driver who was involved from the Lyft platform. 

What Happens if You Report Service Animal Discrimination? 

If you report to Lyft that a driver denied you service or discriminated
against you because of your service animal, Lyft will investigate the
incident. The investigation will result in one of the following outcomes: 

. 
If Lyft determines that the driver knowingly refused you service because of
your service animal, the driver will be permanently removed from the Lyft
platform. 

 
If your report is plausible but Lyft does not have enough facts to determine
that discrimination occurred, Lyft will record your complaint against the
driver if it is the first service animal complaint against that driver. If
Lyft receives another plausible report of service animal discrimination
against the same driver the driver will be permanently removed from the Lyft
platform. 

. 
If Lyft determines that your report of service animal discrimination is
plausible and it is the second such complaint against the driver, then the
driver will be permanently removed from the Lyft platform. 

 
If Lyft determines that the driver did not discriminate against you, Lyft
will inform you of its conclusion and will not take any action to enforce
its service animal policy based on your report. 


April 13, 2017 
 

To Our Community: 

 

At Lyft, we believe everyone has the right to get a safe ride and have a
great experience. This applies to everyone, including riders with service
animals. 

Service animals are working animals, not pets. Service animals undergo
extensive training to assist individuals with disabilities. They help blind
people travel, alert deaf people to sounds, protect persons who are having a
seizure, and perform many other tasks to help individuals with disabilities.


Lyft's Service Animal Policy is simple: it's always "yes." Drivers on the
Lyft platform may not deny service or otherwise discriminate against riders
because they are accompanied by a service animal. 

. 

No exceptions. A driver may not deny service to riders with service animals.


. 
No excuses. A driver may not deny service because of allergies, religious
objections, or even a fear of animals. 

. 
No fees. Riders will not be assessed any extra fees or charges because of
their service animals. 


You can read more about our Service Animal Policy here 

(https://help.lyft.com/hc/en-us/articles/214589657-Service-Animal-Policy). 

If you a rider with a service animal and believe you were denied a ride or
discriminated against 
because of your service animal, please let us know by contacting the Service
Animal Hotline, 
1-844-250-3174. 
We will investigate your complaint and let you know the outcome of the 
investigation. If we find that you were denied a ride or discriminated
against because of your 
service animal, the driver will lose access to the Lyft platform. 


Laura Copeland 
Lyft, Inc. Head of Community