[NAGDU] Lyft policy on service animal denial

[Jordan Gallacher]

I had the same problem with Lyft or was it Uber.  I don't recall which one
it was.  Personally, I do not think they are training their people in
customer support well at all.
Jordan

-----Original Message-----
From: NAGDU <nagdu-bounces at nfbnet.org> On Behalf Of Deanna Lewis via NAGDU
Sent: Tuesday, June 5, 2018 10:24 AM
To: NAGDU Mailing List, the National Association of Guide Dog Users
(nagdu at nfbnet.org) <nagdu at nfbnet.org>
Cc: Deanna Lewis <DLewis at clovernook.org>
Subject: [NAGDU] Lyft policy on service animal denial

Hi all,

I hope everyone is doing well. Sorry it's been so long since I have posted
on here. But I have a few questions.
I requested a Lyft vehicle yesterday morning to get to work, and the driver
denied me access because of my guide dog, Mambo. Unfortunately, this wasn't
the first time this has happened. But, this guy was probably one of the
rudest people so far. He started out by shouting, "You aren't bringing that
dog with you, are you!"
As soon as he left, I called the Lyft Service Animal Hotline: 1-844-250-3174
to report him. A little while later a representative from Lyft Trust and
Safety called me back and we discussed what had happened. She also told me
that they would be contacting the driver. She said that Lyft has a
two-strike policy. On the first strike the driver is educated and reminded
of their obligation to transport passengers with disabiliities who use
service animals. And on the second strike they are permanently deactivated
from the Lyft platform. I thought that the drivers were immediately
deactived on their first offense, because they are well-educated before they
even start driving for Lyft. Has it always been like this, or is this a new
policy???
Oh, and to top it off, Lyft only issued a $5 credit to my account for "my
troubles". I don't want to sound ungrateful, but $5 seems pretty pathetic to
me. With all the stress and inconvenience this incident caused me, I think
that's pretty lousy. I mentioned this on the NFB Rideshare Test Survey as
well.
So, if Lyft has a two-strike policy, I also wonder if Uber has switched to
something similar?

Deanna

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