Hello,
I don't have a guide dog, but uber's customer service has always been
very good for me. At university, I live in a large block of
accommodation so it has a large car park, which is difficult for a
totally-blind person to negotiate. For this reason, I just...don't; I
ask the driver to come out of his vehicle and to the door, where I
meet him and he takes me to the car. When the driver doesn't do that I
get my cancelation fee refunded usually within the hour.<div
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On 2/15/19, Deidre Muccio <[email protected]> wrote:
> Excellent post. Thank you for sharing it.
>
> Deidre
>
>
>> On Feb 15, 2019, at 4:09 PM, Sieghard Weitzel <[email protected]> wrote:
>>
>> Hi,
>>
>> Just thought I share this experience to encourage others who run into
>> problems to take the time to report this via the app.
>> My wife and I are currently in Calgary (that’s in Canada for all of you
>> who don’t know) and Uber is available here.
>> This morning I scheduled a ride from our hotel to the nearby Foothills
>> Medical Centre where my wife had an appointment for an MRI.
>> When the driver arrived he made a little bit of fuss and argued regarding
>> my guide dog, told me I am supposed to let him know that I had a service
>> dog and so on. I told him that in fact I did not have to let him know and
>> that he was a properly certified guide dog and that I had government Id in
>> case he wanted to see it. He did not and he took us and all was OK, but
>> after we arrived and I was waiting for my wife to come out of the tube I
>> was going to let Uber know about this. I saw that there was actually the
>> option “Report an issue with a service animal” so I selected that.
>> A new screen opened where I was asked if the driver refused the ride and
>> another field to leave further comments. I typed “No” in the first field
>> and in the comment field told them that he put up a little resistance and
>> argued with me, in the end all was fine but I thought I’d like to let Uber
>> know so they can maybe educate him further about accepting service
>> animals.
>>
>> 55 minutes later I received the below reply by email:
>>
>> I want to report a service animal issue
>> Friday, February 15, 2019 at 10:35:28 AM · UberX
>> Thanks for letting us know about this, Sieghard. We understand this
>> experience with your driver's display of poor attitude after seeing your
>> service animal has been frustrating.
>> We’ve noted your concerns, and we are further reviewing this driver’s
>> account. We have also refunded the fare associated with this trip. You
>> should see that reflect on your account within 3-5 business days.
>> As independent businesspeople, drivers agree to maintain a high standard
>> of professionalism, which should include respectful language, as outlined
>> in our Community Guidelines.
>> Your feedback is important and will help maintain a safe, respectful, and
>> comfortable experience for everyone. Please let us know for any other
>> concerns. We're here to help.
>>
>> Sent by Joel on Friday, February 15, 2019 at 7:37:15 PM
>>
>> It did also say I could reply to this message if I wanted to make any
>> further comments which I did. I told Uber that I was hoping the driver
>> would not face any serious consequences because he had an otherwise very
>> good rating and through all of it he was not angry or mean in any way. I
>> pointed out I simply wanted to see if he could receive further training on
>> his obligation to accept rides where a service animal is present and that
>> was that. In the end I still gave the driver a 3 Star rating a $1 tip
>> (the fare was only $8.80), I assume that he gets the tip even though I
>> already received a receipt from Uber letting me know my $8.80 was being
>> refunded.
>> Hopefully this option to “Report a service animal issue” is also present
>> in the Uber app in the US since it seems certainly the best way to let
>> Uber know if there really was an issue. And in case a driver refuses a
>> ride and drives away this should still work fine because if somebody
>> accepted the ride Uber should at least know who the driver was.
>>
>> Best regards,
>> Sieghard
>>
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