Why are so many Uber drivers refusing to pick up disabled passengers with legitimate service dogs? We believe the reason is nuanced, but the solution is simple.  In September 2025, the U.S. Department of Justice sued Uber for denying rides to people with service animals, then charging them cleaning and cancellation fees on top of it. Under the Americans with Disabilities Act, a guide dog isn't a pet a driver can turn away. It's medical equipment with a heartbeat.

We're Matthew and Paul Castle, an inter-abled couple led by our superstar of a guide dog, Mr Maple. Paul is blind, and Mr. Maple is how he gets to the grocery store, the doctor, and his own front door. Ride denials are such a common occurrence for Paul, he's lost count. Sometimes the driver just whizzes by, leaving Paul with the cancellation fee. Other times, Paul has had a chance to talk to a driver one-on-one, and every time they have the same complaint: Uber doesn't pay them to clean up the fur, and they're tired of people traveling with "fake" service animals. Both sides are frustrated. Riders with disabilities struggle with constant hostility and rejection, while the Uber drivers are overwhelmed by a process that doesn't adequately compensate them. What's the solution? Make Uber accountable. 

We're calling on Uber CEO Dara Khosrowshahi to end service dog ride denials for good by compensating drivers for necessary cleanup when taking service dogs. This compensation should not come from the disabled rider, but from Uber itself. We  believe this will dramatically reduce service animal ride denials. We don't want another public apology from Uber, nor do we want to punish the drivers who are already under stress. We want Uber to take accountability and pay up.