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Service animal policy

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Riders with service animals

When it comes to transporting riders with service animals, drivers on the Lyft platform should remember one thing: Always Say Yes. That's because drivers must comply with applicable laws and Lyft’s Service Animal Policy. The law and Lyft's Service Animal Policy state that drivers may not deny service or otherwise discriminate against passengers with service animals. This means that drivers must transport a rider with a service animal regardless of whether a driver is allergic or afraid of these animals, or has a religious or cultural objection to them.

A service animal is an animal, usually a dog, that is trained to perform tasks for an individual with a disability, like blindness or deafness. Service animals are not required to wear a tag or vest or be registered. Riders with service animals do not need to display any kind of proof that their animal is a service animal. In other words, if a rider with a dog says it is a service animal, the driver should transport the rider.

A driver may ask two questions to verify that a rider's animal is a service animal:

  1. Is the animal required because of a disability?
  2. What work or task has the animal been trained to perform?

If a driver has a question or concern about the policy, or would like to report a rider who they suspect is abusing the policy, they should call the Service Animal Hotline after they transport the rider and their service animal to their desired destination.

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Consequences for denying service to a rider with a service animal

Lyft strives to ensure that people who need rides most are able to get them.

If a driver refuses a rider with a service animal, the driver could face immediate and permanent deactivation if an investigation into the alleged denial verifies a wrongful denial.

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Drivers with service animals

It is Lyft’s policy that drivers are permitted to ride with their service animals. However, this may limit the number of passengers you can carry, and some passengers may be uncomfortable or allergic around your service animal and will ask you to cancel their request. It is advised that you call the passenger in advance to notify them of the service animal. If they are unable to ride with your service animal, you must cancel the ride so they can request another driver. Pro- tip: 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.

To report a Service Animal Policy violation, call 1-844-250-3174 or select 'Contact Support' at the bottom of this page.

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Report a service animal problem

To report a problem, call the Service Animal Hotline at 1-844-250-3174.

Passengers and drivers who prefer to report a problem in writing may select 'Contact Support' below.

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See also:

 

Report a Service Animal Problem

Contact Support
115013080048 en-ca