Many people are aware of the high rate of ride refusals experienced by service dog handlers using ride-sharing services like Uber and Lyft. I recently experienced this firsthand, and I want to share my story to illustrate the impact these refusals have. This incident occurred on January 31, 2025, in Edmonton, Alberta, where the temperature was a frigid -20C with blowing snow.
I was leaving my union office, where I’ve been working temporarily during a school board support staff strike. Given the harsh weather and poor sidewalk conditions, I decided to book a ride instead of walking. Unfortunately, what should have been a simple ride home turned into a frustrating and disheartening experience.
I was initially matched with a driver named Fateh. Upon arrival, he refused to transport me and my guide dog, claiming a “no dogs allowed” policy. He then proceeded to spread misinformation about Lyft’s policies, his supposed lack of English proficiency, and other excuses. When I attempted to show him my service dog identification card, which clearly outlines his legal obligations under provincial law, he drove away.
The Impact of Refusal
This refusal had a ripple effect. My guide dog sensed my distress, experiencing the same negative emotions without understanding or being able to alleviate the situation. The dog was also exposed to the increasingly cold and uncomfortable weather. Passersby witnessed the incident with visible confusion and a sense of helplessness.
Personally, I experienced a range of emotions. Initially, I felt irritation at having to constantly defend my legal rights. This quickly escalated to anger—anger at the repeated refusals, the powerlessness to prevent them, and the fact that I was now stranded due to someone’s ignorance. Finally, I felt a sense of utter frustration and despair. What’s the point of fighting for change, I wondered? What’s the point of having legal protections if they aren’t enforced?
The Aftermath
This experience ruined the start of my weekend. It left me feeling psychologically drained, frustrated, and demoralized. Beyond filing complaints with Lyft (and receiving a paltry $10 credit for the inconvenience), I now face the added burden of filing a complaint with 311 for bylaw enforcement, a process that could involve a lengthy investigation and even a court appearance.
The larger question remains: what will it take to create real change? What needs to happen for these companies and their drivers to respect the law and the rights of service dog handlers? I’m exhausted, frustrated, and frankly, sick of this constant struggle.
Unapologetically Blind 