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

Sat Dec 15 18:21:04 UTC 2018

I suspect the NFB will do what they can in the short term, but the main
reason for the survey is documentation. There are, in my opinion, enough
denials of rides that they aren't fulfilling their role. As for the Lyft
Guidelines, though they might be helpful, they don't help Howard in this
current situation.
Cindy Lou Ray
cindyray at gmail.com

-----Original Message-----
From: NAGDU <nagdu-bounces at nfbnet.org> On Behalf Of Marianne Denning via
NAGDU
Sent: Saturday, December 15, 2018 10:26 AM
To: NAGDU Mailing List, the National Association of Guide Dog Users
<nagdu at nfbnet.org>
Cc: Marianne Denning <marianne at denningweb.com>
Subject: Re: [NAGDU] FW: An Excerpt from the Lyft National Users Guide for
Transportation of Service Animals

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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