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
乘客可以通过以下方式报告他们在乘坐行程时遇到的任何服务性动物问题：
  1. 我们的服务性动物热线：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. 打开Lyft app菜单，然后轻触“帮助”按钮。
  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.’
提交支持消息后，您可以在‘帮助’页面的‘支持收件箱’按钮中找到回复。
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?
服务性动物是工作动物，并非宠物。服务性动物接受过全面培训，能够为残疾人士提供帮助。它们帮助失明人士出行，提醒失聪人士注意声音，保护发病的患者，并执行许多为残疾人士提供帮助的其他任务。
服务性动物无需佩戴标签或身穿背心，也无需登记。携带服务性动物的乘客无需出示任何能证明其动物是服务性动物的证据。换句话说，如果乘客说他/她携带的狗是服务性动物，司机就应该接送该乘客。
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. 该动物是否为残疾人服务？
  2. 它是被训练来完成什么工作或任务的？
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.
如果您对政策有任何疑问，或想举报怀疑滥用政策的骑行者，请在完成行程 之后，联系Lyft支持和 Service Animal Hotline。
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?
乘客必须被允许随时携带他们的服务性动物。不能要求他们将服务性动物放在车辆的后座或后备厢。
许多服务动物接受过训练，可以乘坐车内，或坐在后排座位的地板上。
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:

报告服务性动物问题