[NAGDU] Lyft policy on service animal denial

[Melissa Allman]

I use Lift more often than Uber  and have had this happen approximately 3 times. Each time I have found the customer support specialists to be responsive and each time my account has been credited in varying amounts. In my experience, the amount of the credit seemed to be proportional to the cost of the ride I was taking when it happened. This is just anecdotal information based on my own experiences and I have no explanation for why it happened that way.

Melissa R. Allman, Esq.
Senior Specialist, Advocacy and Government Relations
The Seeing Eye, Inc.
P.O. Box 375, Morristown, NJ 07963-0375 (mail)
10 Washington Valley Road, Morristown, NJ 07960-3412 (deliveries)
973-539-4425 ext. 1724,     Fax:  973-525-1081 mallman at SeeingEye.org  


-----Original Message-----
From: NAGDU [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Jordan Gallacher via NAGDU
Sent: Tuesday, June 05, 2018 12:44 PM
To: 'NAGDU Mailing List, the National Association of Guide Dog Users'
Cc: Jordan Gallacher
Subject: Re: [NAGDU] Lyft policy on service animal denial

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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