[Njagdu] Important: Reporting problems with Uber

[Ginger Kutsch]

All,

 

If you experience problems with Uber, be sure to submit your complaint under
"I want to report a service animal issue." Here's two ways to file a
complaint:

.           To file a complaint from the Uber Rider App, navigate to the "I
Want to Report a Service Animal Issue" complaint screen, which is available
through both the trip details screen and the account menu button under
accessibility.

.           To file a complaint from the Uber website, look for the "I want
to report a service animal issue" link  at:

https://accessibility.uber.com/service-animal-policy/

 

If you file a complaint under some other area, it may not be directed to
Uber's access department in a timely manner. This was very apparent when,
last week in NJ two guide dog handlers were denied transport by Uber drivers
because they were accompanied by their guide dogs. One handler was denied
three times in a row by three different drivers before he finally contacted
a local cab so he could get to work. The other handler was able to
successfully get a ride after the second attempt. Both handlers reported the
issue on the same day but  one handler reported it under assistive devices.
He heard nothing for several days until he resubmitted his complaint under I
want to report a service animal issue. He then received a quick response and
his $5 cancellation fee was immediately refunded. An investigation is now
being conducted. 

 

In contrast, the other complaint was reported in the service animal section
and the matter was resolved within the week. All three drivers were
deactivated from the platform.

 

So remember, submit your complaints at "I want to report a service animal
issue." Also, the NFB testing program is still being conducted so please
take afew minutes to fill out the questionnaire at www.nfb.org/rideshare

 

Thanks,

 

Ginger 

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