A wheelchair user is seen staring out the front door of her home. Overlayed on the image is a series of text message notifications from rideshare companies Uber and Lyft noting that all Wheelchair Accessible Vehicles are busy.
Today I want to address the ongoing discrimination faced by individuals with disabilities in the rideshare industry, specifically companies like Uber and Lyft. Despite the progress we've made in advocating for equal rights and accessibility, these platforms continue to fall short in providing equal service to all.
Last year, I wrote about Lyft's stance in a private federal court filing: "Lyft is not a government institution. It is a private company that has no obligation to provide WAVs on its platform." This statement is a stark reminder of the systemic barriers that people with disabilities face daily. It's a disheartening sentiment that underscores the need for change.
Recently, the U.S. Department of Justice has taken significant steps toward holding these companies accountable. Landmark lawsuits have been brought against Uber and Lyft, focusing on their obligations to provide equal access to all users. These lawsuits are a step in the right direction, but we must ask ourselves: Have they brought about any significant changes in the companies' practices?
The answer, unfortunately, is not as positive as we'd hope. A recent study by the San Francisco County Transportation Authority found Uber and Lyft provided wheelchair accessible vehicles for less than half the requests they received in 2019. This data is a bleak reminder of the discrimination disabled people face when trying to access these services.
Moreover, my personal experiences echo these findings. Since being matched with Canine Companions® Pico in 2014, I've faced numerous instances of discrimination, even when I’m not using my wheelchair. From drivers refusing to pick us up to being charged exorbitant cleaning fees for Pico's incidental shedding or worse, manufactured claims of bodily misbehavior, the discrimination is pervasive and systemic.
As a wheelchair user, I've often found myself stranded, unable to secure a ride due to the lack of Wheelchair Accessible Vehicles (WAVs). In one instance, I waited for over an hour to successfully hail a WAV. This is not the on-demand service that these platforms promise.
All of this has effectively led me to leaving all my medical equipment at home simply to secure a ride on par with my non-disabled peers. This is not a choice any disabled person should have to make.
These experiences are not isolated incidents but part of a broader pattern of discrimination. Despite having policies that publicly align with the Americans with Disabilities Act (ADA), both platforms routinely refuse passengers with service animals and fail to provide adequate services for wheelchair users.
As we move forward, we must continue to hold these companies accountable. We must push for more transparency, better services, and true on-demand rides for those in a wheelchair. It's time for Uber and Lyft to live up to their promise of providing accessible and convenient transportation for all.
Data shows about half of calls for wheelchair rideshares go unanswered, stranding disabled users