[NJAGDU] Article in my local paper about Uber and guide dogs

[carcione at access.net]

This article appeared in my local paper, the Bergen Record, based in north
New Jersey.  Thanks, NFB Newsline.

Tracy

 

https://www.northjersey.com/story/news/new-jersey/2025/10/01/blind-nj-couple
-guide-dog-denials-doj-lawsuit-uber/86336419007/

 

Uber rides denied for NJ couple with guide dogs. Now the state and feds want
changes

Portrait of Gene MyersGene Myers

NorthJersey.com

 

Jeff Clark and his wife were standing outside the Kimmel Center in
Philadelphia in May when the ride refusals began.

 

The Mount Laurel couple, who are both blind and use guide dogs, had just
exited a Kristin Chenoweth show. They called an Uber to take them home.

 

Then they called again. And again. Four drivers later, they were still
waiting.

 

"I messaged each driver to say I'm blind, I use a service animal, and please
call my name when you arrive," Clark said.

 

One by one, Uber drivers accepted the request - then vanished. Two canceled
immediately after reading Clark's message. Two pulled up, saw the dogs, told
the couple they wouldn't take them and drove away, he said.

 

Mount Laurel's Jeff Clark stands with his guide dog, Jette, who he says has
been refused by Uber drivers multiple times despite federal protections.

Clark is among 17 people whose alleged mistreatment formed the basis of a
federal civil rights lawsuit filed Sept. 11 by the U.S. Justice Department
against Uber Technologies Inc. The suit accuses the ride-sharing company and
its drivers of violating the Americans with Disabilities Act.

 

New Jersey legislators have also taken up the cause, proposing legislation
to increase penalties for businesses that refuse access to people with
service animals.

 

The stranding in Philadelphia wasn't a one-time experience, Clark, 55, said
in an interview. Over the years, he said, he and his wife, Sharon, have
faced denials because of their animals on a monthly basis. Sometimes a
driver slows down, sees the dog and keeps going. Sometimes, Clark and his
wife are charged a cancellation or cleaning fee for a ride they never got.

 

"There was a point last year where I seriously considered not getting
another dog," said Clark, a supervisor with a New Jersey state agency that
provides career counseling for people with disabilities.

 

"It's just easier with the cane, even though it's more dangerous," he said.
"I was tired of the stress."

 

The federal complaint, filed in California, alleges that Uber drivers across
the country have routinely denied rides to people with disabilities, charged
illegal fees and refused to accommodate riders with service animals or
"mobility devices" such as wheelchairs.

 

The lawsuit seeks $125 million for individuals who have been subject to
discrimination and previously submitted complaints to Uber or the
government, said a Justice Department statement.

 

"My dream would be just one month of hassle-free trips," Clark said.
"Drivers who treat us like anyone else, no drama, no denial."

 

Uber, in an emailed statement, said it "fundamentally disagrees with the
DOJ's allegations" and added that it has a "clear zero-tolerance policy for
confirmed service denials."

 

The company said riders who use guide dogs or other assistive devices
"deserve a safe, respectful, and welcoming experience on Uber - full stop."
Riders who believe they were denied service due to age or disability can
report it to the company online, via its app or using a hotline that Uber
launched in 2023, the company added.

 

"Every driver must acknowledge and agree to comply with our U.S. Service
Animal Policy and all applicable accessibility laws before using the Uber
Driver app, and we regularly remind drivers of these obligations," the
statement continued.

 

While the federal lawsuit plays out in court, New Jersey lawmakers are
trying to tackle the issue closer to home. A pair of bills introduced last
year - S3596 in the Senate and A5140 in the Assembly - would make it a
criminal offense to deny access to someone with a service animal.

 

The proposed legislation would treat a first incident as a petty disorderly
persons offense, punishible by up to 30 days in jail and a $500 fine. Repeat
offenders would face up to a $1,000 penalfy and a year behind bars.

 

"New Jersey is one of about 15 states where it's not a criminal offense to
deny access to someone with a guide dog," said Melissa Allman, senior
specialist of advocacy and government relations at The Seeing Eye, a guide
dog training center in Morristown. "That needs to change."

 

More: 'It's humiliating:' NJ's Seeing Eye pushes back as more businesses
turn away service dogs

Allman, who is also a guide dog user, said that although Uber's official
policies prohibit such behavior, they are not consistently followed.

 

A survey conducted by The Seeing Eye found that more than 80% of guide-dog
users had been denied ride-sharing service at least once, and nearly four in
10 said it happened frequently. The organization's 2024 Access Barriers
Report documents those experiences and supports the state legislation.

 

Clark said guide dogs provide a level of safety and confidence that he can't
replace with a white cane.

 

Service dogs "help us avoid obstacles, hear oncoming traffic, cross safely,"
he said. "You can't hear electric cars anymore. People don't understand
that."

 

Uber said it's in the middle of ongoing efforts to improve service for
riders with disabilities, including a 24/7 phone line for reporting service
animal denials, in-app features that allow riders to identify as traveling
with a service animal, and a national driver education campaign conducted in
partnership with The Seeing Eye and other organizations.

 

The Justice Department's case against Uber seeks a court order requiring new
policies and training for drivers.

 

Clark said he hopes the lawsuit leads to a better understanding of guide
dogs and the people who rely on them.

 

"Some drivers are great," he said. "But there are too many who still say no,
or act like they're doing us a favor by letting us in. I just want a ride,
same as anyone else."

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