[Oagdu] Update: Lyft service animal denial

[Deanna Lewis]

Hi all,
Lyft had very good follow-up with my complaint and I received an email from them on Friday (the day after). They informed me that the driver has been permanently removed as  a Lyft driver and they gave me a small credit in my account. They also took off the charges for the trip that I took with the other driver. I am pleased that they take these cases seriously and act quickly. I feel kind of bad that they fired the driver, but I do know that they work hard to try to educate drivers, when they start working for Lyft, about the obligation to transport passengers with service animals. 
Deanna

-----Original Message-----

Hi all, 
I've always heard people say how much better Lyft is at accepting Service Animals... Well, I had my first access denial due to my guide dog yesterday, and it was with Lyft! Go figure!
The driver arrived and sent me a text.
Driver: U have a dog
Me: Yes, he is a service dog.
Driver: Where are you going?
Me: I told her and also let her know that I was blind and would need help locating her vehicle.
Driver: I'm sorry, I'm afraid of dogs
She then must have cancelled the trip, because I tried to send another text and it did not go through. I also had tried to call her through the app a few times and she would not answer.
Anyway, I filed a complaint by calling the Lyft hotline and they are currently investigating the case. Luckily, I did have written proof of the texts we exchanged. I will let you all know more when I hear something. 
I also filled out the survey on the NFB website for the rideshare testing project. I urge others to do so as well. Here is the info:

***

If you have a service animal and use Uber or Lyft to get around, be sure to fill out our

questionnaire: https://nfb.org/rideshare-test




Just wanted to share my experience with you all and hope that you will share yours as well.



Deanna and Mambo






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