Drivers are required by law and Lyft’s policy to transport riders who use foldable mobility devices. Drivers are required to assist riders in the storage of their mobility devices, unless physically unable to do so.
Mobility devices include the following:
Canes, crutches and other smaller assistive devices
Wheelchairs and scooters that can safely and securely fit in the vehicle’s trunk or backseat, without obstructing the driver’s view, must be accommodated by drivers on the Lyft platform.
Drivers may not deny service to or otherwise discriminate against individuals with disabilities. Drivers who are found to have refused service due to a mobility device are at risk for removal from the platform for violating Lyft’s Terms of Service.
The most important thing you can do to help your passengers is to ask how to help, and listen to their answers.
We call this the Ask-Listen-Learn framework:
ASK what you can do to assist a passenger. Don't guess what their needs are.
LISTEN to the passenger's instructions. They'll tell you how you can help.
LEARN so you can ask the right questions in the future.
LEARN so you can prepare your car for stowing a mobility device.
Check the Learning Center in the Driver app for a quick tutorial on how to stow mobility devices. To visit our Learning Center, open the main menu and tap 'Account,' then tap ‘Learning Center.' If you're reading this on your phone, you can open the tutorial now.
Coordinate a safe loading zone away from any traffic that makes it hard to reach the vehicle. Many passengers with wheelchairs don’t require assistance, so consider asking the passenger with a disability, “Is there any way I can assist you?”
If their answer is yes, let them instruct you first. Assistance will never require lifting the passenger. They’ll know their needs best and will tell you whether to hold the door open or how to help.
Every device is different, so try loading a wheelchair with these tips.
Once the passenger is safely in their seat, ask for device storage instructions before disassembling a wheelchair. Most wheelchairs will fit in your trunk or backseat, so consider keeping a blanket in your vehicle to lay over your seats.
Wheelchairs are typically foldable or have a rigid frame.
A rigid frame chair can typically be broken down and stowed in three separate pieces: the frame and two wheels.
Ask the passenger where the eject button is on the bigger wheels. Tilt the chair to one side, press the button, and pull the wheel from the frame. Repeat this on the other side, but be careful to avoid getting spoke lubricant on your hands.
If the rigid frame fits in your trunk, lay it next to its wheels. Otherwise, buckle it into one of your back seats. Some rigid-frame wheelchairs may even fit on a seat with the front wheels in the foot cubby.
If you have a hatchback car, it might be possible to store a rigid-frame chair alongside two passengers without disassembling the chair. Fold down one half of your back seat, then lock the wheelchair’s back wheels. Now load the chair into your trunk on its side.
Other mobility devices
You may also have passengers who use scooters, walkers, and rollators.
We welcome all drivers and encourage drivers who use wheelchairs to take full advantage of our platform.
However, this may limit the number of passengers you can carry depending on your type of wheelchair or vehicle set-up.
It’s advised that you call the passenger in advance to notify them of the number of seats you have in your vehicle. If their party is too large to ride with you, please cancel the ride so they can request another driver.
Note: If the request came from nearby, sign out of driver mode for a minute so that you don't receive the passenger's next request.