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This is an email thread from Lyft. Read bottom to top. Thanks for any help.

Hello Olivia,

Thank you for your response. I appreciate you informing me of the reason behind your investigation. I completely understand and am aware of ADA regulations regarding service animals and other handicaps. Not only have I watched your training videos, but as a hotel manger, have trained numerous employees on these processes as well. I am more then willing to offer reasonable accommodations for all passengers that fall within this category. However, in this situation I was not informed that this was a service animal. The passenger asked if she could bring her dog which I replied " I will not be able to take the fare, I am so sorry" and left. If the passenger would have called me prior to explain her situation I would have gladly accepted her request.

I am a fairly new driver and have maintained an impeccable rating and have very much enjoyed partnering with your organization.

I understand that this is a "he said,she said" situation. I hope that you can consider my statement as well. I would hope that there is some type of process that can "document" this on my account as opposed to removing me from the platform. I assure you that I am an excellent representation of your company and an extremely professional driver. I am only looking for a fair chance here to tell my side of the story.

Again, I completely understand the stance that you must take with your drivers regarding this topic, but I consider it to be unfair to take only one side of this story.

Please let me continue to be a great asset to the LYFT team

Chris

On Sep 26, 2015, at 3:39 PM, Lyft Support wrote:



SEP 26, 2015 | 02:38PM PDT
Olivia replied:

Hi Chris,

I am following up a report we received which alleged that you refused to accommodate a service animal on the Lyft platform. It is Lyft's policy that passengers with service animals should be reasonably accommodated by drivers on the Lyft platform. Refusing a service animal is a violation of Lyft's Terms of Service and will result in the immediate deactivation of your driver status.

Should you have a legitimate, medically documented reason, you must contact Lyft's Critical Response Line immediately so we can speak with the passenger and to ensure that they are able to get where they need to go with their animal. Information on Lyft's Service Animal policy can be found at the following Help Center article: We encourage you to familiarize yourself with this policy moving forward.

Please know that at no point does a person with a service animal have to produce documentation for you or any driver.

Your Lyft account is currently deactivated due to this alleged violation of Lyft's community guidelines and Terms of Service.

Please respond to this email in order to acknowledge that you've read and understood this message. To ensure that I receive your response, please reply directly to this email.

Best,

Olivia
Trust and Safety Specialist | Hours: Tues - Sat, 9am-5pm

SEP 25, 2015 | 02:35PM PDT
Chris replied:
What is this regarding? I appreciate your partnership and would like to understand the situation prior to you revoking my access to the platform.

Chris

SEP 25, 2015 | 12:30PM PDT
Melissa replied:

Hi Chris,

Lyft is investigating a potential violation of our community guidelines and Terms of Service that occurred during a recent Lyft. The safety of our community is our highest priority.

During this time, you will be unable to drive on the Lyft platform. One of our Trust and Safety team members may be in touch with you regarding this investigation in the near future.

Thank you for your patience and understanding.

Melissa
Critical Response Representative
That's a bummer. Wonder if Lyft is requiring documentation from the rider...

You've done all you can do. Your email is very professional and clear. Hope they don't deactivate you...good luck to you!
 

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It seems to me that anyone with a legitimate service dog would make that information readily available up front, and would tell you right away. Maybe she came up with that after the fact when you declined her dog. I agree that you were professional in your contacts with the Lyft folks, and they should consider your side of the story. Good luck.
 

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This is an email thread from Lyft. Read bottom to top. Thanks for any help.

Hello Olivia,

Thank you for your response. I appreciate you informing me of the reason behind your investigation. I completely understand and am aware of ADA regulations regarding service animals and other handicaps. Not only have I watched your training videos, but as a hotel manger, have trained numerous employees on these processes as well. I am more then willing to offer reasonable accommodations for all passengers that fall within this category. However, in this situation I was not informed that this was a service animal. The passenger asked if she could bring her dog which I replied " I will not be able to take the fare, I am so sorry" and left. If the passenger would have called me prior to explain her situation I would have gladly accepted her request.

I am a fairly new driver and have maintained an impeccable rating and have very much enjoyed partnering with your organization.

I understand that this is a "he said,she said" situation. I hope that you can consider my statement as well. I would hope that there is some type of process that can "document" this on my account as opposed to removing me from the platform. I assure you that I am an excellent representation of your company and an extremely professional driver. I am only looking for a fair chance here to tell my side of the story.

Again, I completely understand the stance that you must take with your drivers regarding this topic, but I consider it to be unfair to take only one side of this story.

Please let me continue to be a great asset to the LYFT team

Chris

On Sep 26, 2015, at 3:39 PM, Lyft Support wrote:



SEP 26, 2015 | 02:38PM PDT
Olivia replied:

Hi Chris,

I am following up a report we received which alleged that you refused to accommodate a service animal on the Lyft platform. It is Lyft's policy that passengers with service animals should be reasonably accommodated by drivers on the Lyft platform. Refusing a service animal is a violation of Lyft's Terms of Service and will result in the immediate deactivation of your driver status.

Should you have a legitimate, medically documented reason, you must contact Lyft's Critical Response Line immediately so we can speak with the passenger and to ensure that they are able to get where they need to go with their animal. Information on Lyft's Service Animal policy can be found at the following Help Center article: We encourage you to familiarize yourself with this policy moving forward.

Please know that at no point does a person with a service animal have to produce documentation for you or any driver.

Your Lyft account is currently deactivated due to this alleged violation of Lyft's community guidelines and Terms of Service.

Please respond to this email in order to acknowledge that you've read and understood this message. To ensure that I receive your response, please reply directly to this email.

Best,

Olivia
Trust and Safety Specialist | Hours: Tues - Sat, 9am-5pm

SEP 25, 2015 | 02:35PM PDT
Chris replied:
What is this regarding? I appreciate your partnership and would like to understand the situation prior to you revoking my access to the platform.

Chris

SEP 25, 2015 | 12:30PM PDT
Melissa replied:

Hi Chris,

Lyft is investigating a potential violation of our community guidelines and Terms of Service that occurred during a recent Lyft. The safety of our community is our highest priority.

During this time, you will be unable to drive on the Lyft platform. One of our Trust and Safety team members may be in touch with you regarding this investigation in the near future.

Thank you for your patience and understanding.

Melissa
Critical Response Representative
POST # 1/@ denverxdriver: Purchase a
F&R Facing Dashcam,
immediately, if not sooner. This will
"take back " the control from the
Squirrelly PAX. Nuff said.

Mentoring Bison Abides.
 

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Well being Lyft, you could Have done the trip and 1-3* them. During, you could have assessed more so if in fact the dog was a service animal. Unless you knew right away that it was or not.

Yorkies in an over size purse does not constitute a service animal.
 

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I think some people are claiming that even a small dog can be considered a service animal if it has a calming effect on the owner. Is there any monitoring of this issue like there is with doctors signing off on handicapped parking placards?

Edit: found this explanation of what legally constitutes a "service animal" under ADA regulations. Emotional support pets do not qualify because they are not trained to perform tasks to aid a person with disabilities. Of course, we don't know what this pax claimed as a disability, or just what it is the dog does for her.
Short article, and probably good to know if you are driving Uber or Lyft.
https://adata.org/publication/service-animals-booklet
 
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Go to any doctor and tell them you need a doctors note for work, that clearly states you are allergic to dogs.
 

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So I also train employees on ADA regulations. Here's what I can offer you. Federal law allows you to challenge riders in two ways: First, you can state "I'm sorry but I do not allow pets in my vehicle." If the rider responds, "It's not a pet; it's a service animal." The only other challenge you can legally make is exactly, "what service is the animal trained to provide?" Now, how you react to the answer to that last question can be problematic. For instance, one customer once said, "he helps me know where the crack-heads are" and I allowed the animal to ride (public transit) because the owner could've claimed that I violated his rights to have a service animal who protects him from his ... um ... crack-head-ophobia or whatever ailment he might have legitimately had. However, if the owner replies by saying "well, he's a comfort animal," know these two things: #1 federal law excludes comfort or emotional support animals as "service animals," and are not protected by the ADA laws for obligatory transport. #2 There are only two types of animal who qualify to be service animals and one is not a kangaroo .... dogs and miniature horses. Miniature horses because some cultures regard dogs as unclean animals. Hope this helps.
 

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Good for you! Did they explain whether the pax actually had a legitimate need for a service animal?
 
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