Skip to Content

Service animal policy

Both Lyft's service animal policy and the law requires drivers to accommodate riders with service animals. You can read on for the answers to some frequently asked questions (FAQ), or watch a 3-minute video tutorial for more info.
Page overview:
Three-minute video tutorial
Watch this short video to learn about Lyft's Service Animal policy. You can find the video transcript here.
Service animal policy: What you need to know
When it comes to transporting riders with service animals, drivers on the Lyft platform should remember one thing: Always Say Yes. You’re required by the law and Lyft’s policy to always accommodate service animals, even if you have an allergy, religious or cultural objections, or a fear of them.
We know service animals can raise some questions for Lyft drivers, but they’re essential for many people. Lyft drivers like you are in a unique position to help riders with service animals get around effortlessly in their community — thanks for taking this seriously, and being there when people need your rides the most.
For advice on picking up rides, check out our 5-star driving tips in the Learning Center. To visit our Learning Center in the Lyft Driver app, open the main menu and tap 'Support and Safety,' then tap ‘Learning Center.'
Policy info and guides for users
You can download a copy of our policy and FAQs below.
Select your preferred language to view each document:
FAQ for riders
Reporting a service animal issue for riders
Riders can report any problems they have taking a ride with a service animal using:
  1. Our Service Animal Hotline: 1-844-554-1297
  2. The ‘Contact us’ button below. 
  3. The Lyft app.
Driver canceled my ride
Riders can easily report drivers even if they didn’t complete the ride request. Just include the ride's estimated start time in the report and note if a different driver completed the ride.
Reporting in the app
Riders can submit a service animal complaint using the ‘Help’ tab or the ‘Ride history’ tab in the Lyft app.
Note: Riders can still report drivers who didn’t complete the ride request. Include the ride's estimated start time in the report if a different driver completed it.
To submit a service animal complaint by clicking the ‘Help’ button:
  1. Open the Lyft app menu, then tap the ‘Help’ button.
  2. Under the ‘All Help’ section, tap ‘Lyft ride and payment issues.’
  3. Tap ‘Service animal denied’ under the ‘Ride issues’ heading.
  4. Tap ‘Call Service Animal Help Line’ or ‘Chat with Support.’
After submitting a support message, you can find the response in the ‘Support Inbox’ button on the ‘Help’ page.
To submit a service animal complaint using the ‘Ride history’ button:
  1. Open the Lyft app main menu, then tap ‘Ride history.’
  2. Tap the ride you want to report under the date the ride occurred, then navigate to the ‘Help’ heading.
  3. Tap ‘Get help with another issue.’
  4. Under ‘More help topics’ heading, tap ‘Service animal denied.’
  5. Tap ‘Call Service Animal Help Line’ or ‘Chat with Support.’
After submitting a support message, you can find the response in the ‘Support Inbox’ button on the ‘Help’ page. ’
FAQ for drivers
What is a service animal?
Service animals are working animals, not pets. Service animals undergo extensive training to assist individuals with disabilities. They help blind people travel, alert deaf people to sounds, protect persons who are having a seizure, and perform many other tasks to help individuals with disabilities.
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.
Your rights as an independent contractor
We created Lyft for people who love flexibility and freedom, and that’s still the case. But even independent contractors have to follow the law. For example, it’s Lyft policy and the law that you and your riders wear a seatbelt while driving with Lyft. Similarly, it’s Lyft policy and the law that you accommodate service animals.
Consequences for refusing to take a rider with a service animal
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.
How to identify a service animal as a true service animal
The good news is that cases of service-animal fraud are rare in our community and will put passengers at risk of deactivation.
But if you want, you may ask two questions of riders who report their animals are service animals:
  1. Is the animal required because of a disability?
  2. What work or task has the animal been trained to perform?
Some passengers use service animals for reasons that aren’t obvious, like epilepsy or heart conditions. Not all service animals wear tags, and they come in all shapes and sizes. For these reasons, it’s best that you accommodate animals when they’re reported to you by riders as being service animals.
If you have a question about the policy, or would like to report a rider who you suspect is abusing the policy, you should contact Lyft Support and the Service Animal Hotline after you’ve completed the ride.
Info for drivers with service animals
It’s 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’s advised that you call the passenger in advance to notify them of the service animal. If they’re 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 1-844-554-1297 or select 'Contact Us' at the bottom of this page.
Passengers with non-service animals
Passengers are able to request a Pet ride for an additional fee. Learn more about Pet rides.
What’s the best way to transport a service animal?
Riders must be permitted to have their service animal with them at all times. They should not be asked to place their service animals in the back or trunk of a vehicle.
Many service animals are trained to ride in vehicles, or sit on the floor of the rear seat.
Some drivers like to carry a towel or blanket in their vehicle. These items can be placed on top of the seats to protect the vehicle's interior.
How to report a service animal problem
Call the Service Animal Hotline at 1-844-554-1297 and we’ll assist you. Passengers and drivers who prefer to report a problem in writing may select 'Contact Us' below.
Related articles:

Report a Service Animal Problem