U.S. Government Sues Uber, Alleging Widespread Discrimination Against Riders with Disabilities

The U.S. Department of Justice on Friday sued Uber Technologies Inc., alleging that the ride-hailing company’s drivers routinely discriminate against passengers with disabilities, including people who travel with service animals.

The complaint, filed in federal court in Northern California, accuses drivers of refusing service to riders with service animals, charging unlawful cleaning fees for shedding by service animals, imposing cancellation fees after denying service, and denying requests by some riders to sit in the front seat so they can use the rear seat for mobility devices. The DOJ said disabled passengers have missed appointments, experienced significant delays and have been stranded in inclement weather as a result.

"For too long, blind riders have suffered repeated ride denials by Uber because they are traveling with a service dog," said Assistant Attorney General Harmeet Dhillon of the Justice Department’s Civil Rights Division, according to the complaint. The DOJ is seeking $125 million for disabled individuals who previously submitted complaints to Uber or to the department.

The lawsuit contends that the conduct is widespread and systemic rather than isolated incidents involving a few drivers. It alleges that some drivers have refused to allow passengers to sit in certain seats or assist in handling mobility devices, and that the company’s platform and policies have not adequately prevented or redressed those practices.

Uber, based in San Francisco and the largest ride-hailing company in the United States, said in a statement Friday that it requires all drivers to acknowledge and agree to its service animal and accessibility policies. The company said it prohibits drivers from denying service to riders with service animals and requires drivers to provide transportation to passengers with disabilities "as long as they get into the vehicle on their own." Uber also said it prohibits drivers from refusing to assist with the stowing of devices such as walkers, crutches and folding wheelchairs.

"Riders who use guide dogs or other assistive devices deserve a safe, respectful and welcoming experience on Uber — full stop," the company said, adding that it disagrees with the allegations in the lawsuit. Uber noted it established a hotline in 2023 for customers who were denied a ride because of a service animal and that the company takes action when violations are confirmed, including deactivating driver accounts.

The filing asks the court to hold Uber liable for discriminatory practices and to award monetary relief to affected riders. The DOJ’s Civil Rights Division enforces federal civil-rights laws, and the suit is part of its effort to address alleged barriers that prevent people with disabilities from accessing transportation services.

Legal experts said the case could test how responsibilities are assigned between a platform company and the independent drivers who provide transportation, though the lawsuit itself focuses on allegations that drivers’ conduct and the company’s response to complaints amount to unlawful discrimination. The complaint did not lay out a timetable for court proceedings.

Uber will be required to respond to the complaint in federal court, where the parties and the court will determine the next steps. The company said it will continue to work to ensure riders with disabilities receive appropriate service and that it will defend itself against the DOJ’s claims.