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

Sat Dec 15 23:10:38 UTC 2018

Uber so far has refused to remove drivers when it was a very clear violation
of refusing to transport a service animal a couple times a few months ago.
Hoping that something will or can be done about that.
Jordan

-----Original Message-----
From: NAGDU <nagdu-bounces at nfbnet.org> On Behalf Of Marianne Denning via
NAGDU
Sent: Saturday, December 15, 2018 11:26 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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