Last week I heard on my news podcast and it was confirmed in my ADA email newsletter that the US Department of Justice was suing Uber for disability discrimination over its wait fee policy. AS I listened to the news I was elated. It was about time but as they say, “the wheels of justice roll slow.” I was not surprised at this news because for years Uber had been charging me wait fees. It has become part of the reason I moved away from using their service and started relying more heavily on their competitor, Lyft.
Lawsuit Against Uber Explained
According to the suit, Uber was discriminating against the disabled by not giving amble time to board the vehicle upon arrival. Uber charges a wait fee two minutes after a driver arrives, and the customer is charged until the car begins its trip. This policy was added back in 2016. Now, these fees are charged to everyone as a way to compensate drivers but were never intended for riders who are ready at their designated pickup location and/or need more time to get into the car. But fees were charged even when Uber was aware the wait time was disability related. For example, a person folding up a wheelchair or a blind person with a mobility aid navigating to the car.
My Experience with Wait Fees
This is what I find so interesting and why I felt the need to say something on my blog. I don’t typically speak on lawsuits but I will today. Uber says that wait fees were not intended to be charged to customers who are ready to go or who need extra time due to a disability. But I beg to differ because of my personal experience. I can’t begin to tell you the number of times I was already standing at the curb of my location when the Uber driver pulled up and I was still charged a wait fee. The number of times I had called the driver in advance letting them know I was blind, using a white cane and how I was dressed so they could easily find me and yet still charged a wait fee. The number of times I was standing with a store representative who helped load my shopping bags in the Uber car as I got in the back and was still charged a wait fee. The one time the driver asked my permission to go inside to the bathroom before we left and I said okay. Only later to be charged a wait fee.
So, my eyebrow is raised with a smirk on my face when Uber says the following, “We fundamentally disagree that our policies violate the ADA and will keep improving our products to support everyone’s ability to easily move around their communities.”
To add insult to injury, when I would alert Uber to the wait fee charges initially they would keep quoting the policy like I didn’t know what it said. As if I didn’t know that already. At first they would refund me the difference but would never explain why I was charged in the first place after I took the time to give details. Then after a while they stop the refunds altogether stating I had requested too many adjustments to my account. The wait fee amounts would be typically under a dollar, which is not much, but it was the principle of the thing that would get my blood boiling. I would do everything in my power to be ready when the driver showed up but it didn’t matter I would get charged anyway. So, now you understand why I finally left? I even asked around to other blind friends and they shared the same story. So, I knew it wasn’t personal but a bigger problem.
Transportation is Critical
Transportation is one of the most critical issues for those of us in the disability community, especially the blind and visually impaired. We need reliable and affordable transportation. Accessing our own transportation helps us maintain our self-confidence, independence and quality of life. I remember when Uber came to my town I was so excited and happy. The ability to get up and go like my sighted peers was absolutely wonderful. To not have to wait hours on public transportation was great. When things like this happen it really is hurtful and harmful to a community that is a bit vulnerable. It diminishes trust and respect for us as disabled folks. I am passionate about this topic and plan to give my comments to the US Department of Justice. They are asking for people with disabilities to share their experiences and I will do so. If you are disabled and have had problems with Uber’s wait fees I encourage you to do the same. You can contact the Justice Department at 833-591-0425 (toll-free), 202-305-6786, or send an email to Uber.Fee@usdoj.gov.