[NJAGDU] another probable dog refusal from a rideshare company

Wed Jan 8 20:43:37 UTC 2020

Hi Tracy,

I had a helpful conversation with Melissa Allman, Access specialist at the Seeing eye. After reviewing the NFB settlement agreement with Lyft and Uber, she told me that they are supposed to let go of drivers who knowingly deny a ride to a service dog user. She suggested that I text each driver, telling them that I have a service dog. If they deny after reading the text, they have knowingly violated the agreement. This may help. I’ve started doing this.

Rick fox  

From: NJAGDU <njagdu-bounces at nfbnet.org> On Behalf Of Tracy Carcione via NJAGDU
Sent: Wednesday, January 8, 2020 2:55 PM
To: 'New Jersey Association of Guide Dog Users' <njagdu at nfbnet.org>
Cc: Tracy Carcione <carcione at access.net>
Subject: Re: [NJAGDU] another probable dog refusal from a rideshare company

Hi Rick.

This is exactly the same response I got when I reported a recent incident to Uber.  They refunded my cancellation fee, but that was it.  

My guess is, if the driver sees my address again, he won’t come.  So, unless he happens to pick up another guide dog user, or get me from some other address, no one will ever know if his “re-education” was effective. He was really adamant about “no dog!”, so I have my doubts.

Tracy

From: NJAGDU [mailto:njagdu-bounces at nfbnet.org] On Behalf Of Richard Fox via NJAGDU
Sent: Sunday, January 05, 2020 10:20 PM
To: 'New Jersey Association of Guide Dog Users'
Cc: Richard Fox; 'Yingling, Valerie'
Subject: [NJAGDU] another probable dog refusal from a rideshare company

Hello listers,

Below, please find Uber’s decision on my latest problem being refused by a driver because of my guide dog. The driver has apparently been re-educated as to his obligations. I think Uber’s and Lyft’s original education process must be toughened.

Unlike Lyft, Uber has not yet given me the courtesy of a refund. I hope that changes after my request you’ll see below.

Rick fox 

From: Richard Fox <richardfox1 at comcast.net> 
Sent: Sunday, January 5, 2020 9:09 PM
To: 'Uber Support' <contact_0673c22d-516f-4b0d-a061-38003fbc2252 at email-support.uber.com>
Cc: 'Yingling, Valerie' <Vyingling at nfb.org>
Subject: RE: I want to report a service animal issue

Dear Nicolette,

Thank you for undertaking this investigation, and for re-educated the driver. I’m writing to ask you to refund the cost of my trip from XXX to YYY. Since I was late for my engagement, and suffered the indignity and humiliation of discrimination, I think it is the least Uber can do. Thank you very much.

Sincerely,

Richard fox 

From: Uber Support <contact_0673c22d-516f-4b0d-a061-38003fbc2252 at email-support.uber.com <mailto:contact_0673c22d-516f-4b0d-a061-38003fbc2252 at email-support.uber.com> > 
Sent: Sunday, January 5, 2020 6:34 PM
To: richardfox1 at comcast.net <mailto:richardfox1 at comcast.net> 
Subject: I want to report a service animal issue

/// Please enter your reply above this line. Replies below this line will not be received. \\\\\\

|   Support 

NO RESPONSE NEEDED 

I want to report a service animal issue 

Saturday, January 4, 2020 at 1:10:00 PM · UberX

Thank you for your patience.

At the conclusion of our investigation, the partner you reported on 1/4/20 has been provided with additional information regarding legal obligations, and their Uber account has been reactivated. They have confirmed that they understand their legal obligations. Should we receive a second report of this nature, their account may be subject to permanent deactivation.

To read more about our Service Animal Policy, please click here.

Please let us know if you need more help with this.

Sent by Nicolette on Sunday, January 5, 2020 at 11:33:17 PM

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