[NAGDU] Creating a more welcoming community together

Mon Jan 17 16:06:14 UTC 2022

Dear Elizabeth,

I have had a similar experience about six months ago. However, after 
asking to speak with a supervisor, the supervisor was able to see the 
cancelled ride/driver etc. Lyft may have changed its practices since 
then, but I suspect that the front-line support staff are unequally 
trained so that ssome of them know where to find canceled rides and 
others do not. I will raise this with Lyft when the NFB next speaks with 
them.

On 16 Jan 2022, at 11:09, Elizabeth Campbell wrote:

> Hello all,
>
> Here is an interesting email from Uber all about building a sense of
> community that I'm forwarding to the list. I also wanted to relate a 
> recent
> denial experience
> Note, I usually take Lyft, and the company has a shady practice that I
> wanted to alert you about.
> When I was in Houston recently, I requested a Lyft from the airport to 
> the
> hotel where I was staying. In hindsight, I should have taken a
> screenshot once my request was accepted and the driver was en route, 
> but I
> was anxious to get to the hotel so as to begin my activities for an 
> NFB
> career mentoring event.
> Anyway, the driver pulled up and told me that it is against Lyft's 
> policy
> to take dogs in cars and that I needed to request an SUV. I explained 
> that
> there is no such policy and that I would file a complaint if the 
> driver
> didn't obey the law and transport me and my guide dog.
> He said he didn't care if I filed a complaint, and that he already 
> canceled
> the trip.
> A couple of minutes later, another driver showed up in an SUV as it 
> turns
> out, and he was very apologetic about the previous driver's behavior 
> and
> confirmed that there is no such policy on transporting service dogs in 
> cars.
> While en route to the hotel, I called the number for Lyft to report 
> the
> service animal denial, but there was no record of the previous ride 
> being
> canceled in my app or through Lyft. There was no record of the driver
> accepting the trip or anything. It was as if the original request and 
> trip
> never existed. Lyft apologized and said there was nothing that could 
> be
> done since there was no record that the previous driver canceled. In 
> other
> words, the company did not take my word when I described what 
> happened.
> So, always always take a screenshot and try to get video if you can 
> when a
> driver is denying you access.
>
> Take care all, and I'm hoping to attend the upcoming town hall if work
> doesn't get  in the way.
>
> Best regards,
>
> Elizabeth Campbell,
> President, Texas Association of Guide Dog Users.
>
> ---------- Forwarded message ---------
> From: Uber <uber at uber.com>
> Date: Sat, Jan 15, 2022 at 12:42 PM
> Subject: Creating a more welcoming community together
> To: <batescampbell at gmail.com>
>
>
> Recommit to our Community Guidelines; help us make trips safer and 
> more
> respectful.
>
> [image: Uber]
> <http://email.uber.com/ss/c/lKT8ccCkHTtPXRlUdr2M3PhCIHj2GuOe7-1V9UjTYUI/3iq/Oov6yWQCRLi9MdBc8R60Dg/h0/tdNYvGIvK40RtizcuSTrhzbnJcNH3sUwT38iyqiWDfo>
> [image: Alt text]
> Building a better community together
>
> In the next few weeks, we’ll be asking all riders, drivers, and 
> couriers to
> recommit to our Community Guidelines in the Uber app.
> Accept guidelines
> <http://email.uber.com/ss/c/X0uVcmL8IRlRgMph3AW1s1dRSr_cwei1QT8tvg5xZU8pV0fFwgy3ptLxkaa5DuPWE864zDHZoFpX1TvXNwhKXCHvXnfktZVUW13Ms27RJAEhnQCvI2w7chmJ7Im9_0G-/3iq/Oov6yWQCRLi9MdBc8R60Dg/h1/doT_wIn1AWYe57C7FDPUraffSChXQ5m0CAIAbhNLTiI>
> [image: Alt text]
> [image: Alt text]
> Safety and respect for all
>
> At Uber, we believe everyone has the right to move freely—no matter 
> who
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> • Treat others with respect
>
> Everyone deserves dignity—regardless of characteristics like race, 
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> These guidelines help us move Uber forward together. By using the Uber 
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> See guidelines ❯
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> See guidelines ❯
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> Safety is up to all of us
>
> We all share a responsibility to help protect each other. That’s why 
> we’ve
> created a Door-to-Door Safety Standard that includes a mandatory mask
> policy for all riders, drivers, and couriers—even if you’re 
> vaccinated.
> Learn more ❯
> <http://email.uber.com/ss/c/lKT8ccCkHTtPXRlUdr2M3FOBJhiaxlgojfwuuBiq8EzCki6awd3YbYr74fBQ-wx3/3iq/Oov6yWQCRLi9MdBc8R60Dg/h5/3sMSbR6B7v9DYfm1zJtFVXn4j_dma5cwL17Er_B6SiY>
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> -- 
> Elizabeth Campbell