The U.S. Department of Justice (DOJ) has filed a lawsuit against Uber Technologies, accusing the company of violating the rights of passengers with disabilities. Filed in a San Francisco federal court, the case claims that Uber drivers routinely denied service, charged improper fees, and failed to provide necessary accommodations.
At the core of the complaint is the allegation that Uber drivers discriminated against riders who rely on service animals, wheelchairs, or extra time to board vehicles. According to the DOJ, such actions violate the Americans with Disabilities Act (ADA), which requires public transportation services—including ride-hailing companies—to ensure equal access for people with disabilities.
Allegations of Fees, Refusals, and Mistreatment
The DOJ outlined multiple patterns of behavior it considers unlawful. Some passengers allegedly faced cancellation penalties after drivers refused to transport them because of a visible disability. Others were charged cleaning fees for traveling with service animals—charges the DOJ argues were both unjustified and discriminatory.
The complaint also highlights situations where drivers allegedly insulted or demeaned passengers with disabilities or questioned them inappropriately. In other cases, riders with mobility challenges who requested to sit in the front seat were reportedly denied, despite the request being reasonable under the ADA.
The DOJ is seeking broad remedies, including an injunction to stop such practices, monetary compensation for those affected, civil fines against Uber, and mandated reforms to ensure greater accessibility across its services.
Uber’s Response to the Allegations
Uber has pushed back against the lawsuit, maintaining that it takes accessibility seriously and disagrees with the DOJ’s accusations. The company has stated that service animals are welcome in all Uber rides and emphasized that its drivers must agree to abide by accessibility rules before gaining access to the Uber platform.
Uber also pointed to measures it has implemented to educate drivers. In 2023, the company rolled out an instructional video created with the input of advocacy groups for the blind and service animal users. The video explains the importance of service animals, provides guidance on transporting them safely, and underscores that refusing rides due to their presence violates both company policy and federal law.
The company has stressed that drivers who violate these standards can face penalties, including permanent removal from the app.
Previous Legal Battles With the DOJ
This is not the first time Uber has faced federal legal action over disability-related concerns. In 2021, the DOJ filed a separate lawsuit against the company over its “wait time fee” policy. That policy charged riders if they took longer than two minutes to enter a vehicle—a rule that disproportionately impacted passengers with disabilities who needed more time due to wheelchairs, walkers, or visual impairments.
Uber initially defended the policy, stating that the fees were meant to compensate drivers for their time rather than to penalize disabled riders. However, the DOJ argued that the policy still unfairly burdened passengers with disabilities and violated the ADA.
The 2022 Settlement Agreement
In July 2022, Uber settled with the DOJ over the wait time fee dispute. Under the agreement, Uber committed to waiving such fees for riders who certified that they or their companions required additional boarding time due to a disability.
The settlement also required the company to issue refunds to impacted riders. Uber credited more than 65,000 users, in many cases providing double the original fee amount as compensation. In total, over $1.7 million was distributed, with an additional $500,000 set aside for individuals who may have been affected but had not filed complaints.
The agreement further required Uber to train its customer service representatives on how to handle waiver requests and refund claims effectively, aiming to prevent similar problems from recurring.
Renewed Scrutiny and Industry Implications
Despite that settlement, the DOJ’s new lawsuit suggests that significant issues remain. Federal regulators argue that Uber has not fully eliminated discriminatory practices at the driver level, and passengers with disabilities continue to face barriers when using the service.
The outcome of the case could have far-reaching consequences, not only for Uber but for the entire ride-hailing industry. A ruling in favor of the DOJ could force stricter federal oversight of accessibility measures, higher penalties for violations, and broader protections for disabled passengers across gig economy platforms.
Accessibility vs. Gig Economy Realities
Uber has long argued that, because its drivers are independent contractors, it cannot directly monitor every interaction. However, regulators maintain that the company ultimately bears responsibility for ensuring its platform complies with the law.
This tension highlights a broader challenge in the gig economy: balancing flexibility for workers while ensuring adequate protections for customers. For many disability advocates, the case underscores the urgent need for companies like Uber to bridge the gap between policy and practice.
