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

[Marianne Denning]

In October I had 3  Denials over two trips. I did report this to Uber and to the NFB. The NFB has been, to some degree, helping me. As of yet, I have never received any type of response from Uber.

Sent from my iPhone

> On Dec 14, 2018, at 7:28 PM, Michael Hingson via NAGDU <nagdu at nfbnet.org> wrote:
> 
> Again,
> 
> Anyone using and/or experiencing problems with Lyft should visit the NFB
> page, www.nfb.org/rideshare-test. The agreement that I mentioned in my email
> concerning Uber also applies to Lyft. 
> 
> 
> Best Regards,
> 
> 
> Michael Hingson
> 
> -----Original Message-----
> From: NAGDU <nagdu-bounces at nfbnet.org> On Behalf Of Mary Metzger via NAGDU
> Sent: Friday, December 14, 2018 1:12 PM
> To: 'NAGDU Mailing List, the National Association of Guide Dog Users'
> <nagdu at nfbnet.org>
> Cc: Mary Metzger <mmetzger1 at nycap.rr.com>
> Subject: [NAGDU] FW: An Excerpt from the Lyft National Users Guide for
> Transportation of Service Animals
> 
> 
> 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 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
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