Uber launches optional in-app feature to improve experience for assistance dog users
- Perry Richardson
- Oct 23
- 2 min read
Updated: Oct 24
Uber has introduced a new optional feature to improve journeys for riders across the UK who travel with assistance dogs.
The new function allows users to self-identify within the Uber app, automatically notifying drivers that the rider will be travelling with an assistance dog. The aim is to provide smoother, clearer communication from pickup to drop-off, while also offering additional support if any issues occur during the journey.
The development of the feature has taken two years, created in collaboration with assistance dog users and leading advocacy organisations. Users can activate the feature by navigating to their Account settings in the Uber app, selecting Accessibility, completing an eligibility form, and opting to have drivers informed when travelling with their assistance dog. The setting can be changed or disabled at any time.
Alongside this update, Uber has strengthened its reporting process for riders with assistance dogs. If a driver cancels a trip involving an assistance dog, the rider will receive an immediate in-app message asking what happened, allowing Uber’s support team to respond quickly. Drivers who attempt to cancel such trips will also be reminded via notification that it is unlawful to refuse transport to anyone because of an assistance dog.
Uber’s Assistance Dog Policy and Community Guidelines clearly prohibit any discrimination against riders with assistance dogs. Any driver who breaches this rule risks permanent removal from the platform.
Riders who prefer not to use the new self-identification feature can continue to report any issues through the app or by phone, as usual.
Andrew Brem, General Manager, Uber UK said: “We’re hopeful this new feature will help create a smoother experience for people who travel with assistance dogs. We’re always looking for ways we can improve the Uber app and we’ve carefully considered feedback as we’ve developed this update.”
Eleanor Briggs, Head of Policy, Public Affairs and Campaigns, Guide Dogs UK, said: “We welcome any initiative from Uber that could help reduce the possibility of assistance dog owners, including guide dog owners, experiencing access refusals, which are almost always illegal. Being refused a ride because you are accompanied by your guide dog is humiliating, frustrating and can leave you feeling vulnerable. This is an industry-wide issue and needs to stop.”
