U.S. Justice Department sues Uber, alleging discrimination against passengers with disabilities

The U.S. Department of Justice on Friday sued Uber Technologies Inc., accusing the ride-hailing giant of routinely discriminating against passengers with disabilities, including those traveling with service animals.

In a complaint filed in federal court in Northern California, the Justice Department alleges Uber drivers have refused to transport individuals with disabilities, charged illegal cleaning fees related to service animals, imposed cancellation fees after denying service and refused to allow disabled riders to sit in the front seat so the back seat can be used for mobility devices. The lawsuit says disabled individuals have missed appointments, experienced significant delays and been left stranded in inclement weather.

"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. The department is seeking roughly $125 million for disabled individuals who previously submitted complaints to Uber or the Justice Department.

The complaint targets practices by Uber drivers rather than the company’s stated policies. The Justice Department alleges those practices have persisted despite rules and guidance meant to protect riders with disabilities.

Uber, headquartered in San Francisco and the largest ride-hailing company in the U.S., said in a statement that all of its drivers must acknowledge and agree to comply with its service animal and accessibility policies. "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 told the Justice Department and the public that it prohibits drivers from denying service to someone with a service animal and requires drivers to provide transportation to a person with a disability as long as they get into the vehicle on their own. The company also said it prohibits drivers from refusing to assist with stowing mobility devices such as walkers, crutches and folding wheelchairs.

Uber noted that it established a hotline in 2023 for customers who report being denied a ride because of a service animal. The company said it takes action when it confirms a violation, including deactivating a driver’s account.

The suit marks a high-profile federal enforcement action focused on accessibility in the gig-economy transportation sector. The Justice Department’s Civil Rights Division enforces federal laws that prohibit discrimination on the basis of disability in public accommodations and services.

The complaint asks the court to require Uber to change its practices and to award monetary relief to the affected riders. The case is now pending before the federal court in Northern California, where further proceedings will determine whether the court will grant the department’s requested relief.

The lawsuit is part of broader scrutiny of how technology platforms and their contractors comply with civil rights obligations. The Justice Department’s action seeks to address the specific allegations of repeated denials and fees that the complaint says have harmed riders with disabilities and interfered with their access to transportation services.

Legal filings in the case and responses from Uber are expected to provide additional detail on the scope of the alleged conduct, the number of affected riders and the remedies sought by the government. For now, the litigation places accessibility and disability discrimination at the center of a legal fight with a major U.S. technology company.