An independent arbitrator found out about a blind rider who had her Uber rides denied 14 times. As a consequence, Lisa took Uber to court. Forcing the brand to pay $1.1 million.

Lisa Irving is a citizen of the San Francisco Bay Area. She sued Uber in 2018. Irving was denied a ride entirely or threatened by Uber drivers, who declined to transport her with her guide dog.

Irving said that drivers left her stranded late at night. Which led to her being late for work and ultimately getting fired. Her lawyers claim that their client had gone through physical harassment and threats, which continued after she complained to Uber.

“Of all Americans who should be freed by the rideshare revolution, the blind and visually impaired stand to benefit the most.” This statement was for BBC by Catherine Cabalo, one of Irving’s lawyers. “However, big rideshare providers have a spotty track record at best and blatantly biased at worst.”

“The bottom line is that a guide dog should be allowed to go wherever a blind individual can go under the Americans with Disabilities Act,” she said.

Uber denied Irving’s complaints. The company claimed that its employees are “required to support riders with service animals and comply with accessibility.”

Still, the arbitrator disagreed.

Businesses cannot refuse to transport a person with a guide dog under the AD Act.

What will Uber do to avoid future complaints?

Uber slammed the ruling, claiming that its staff reviewed each complaint and took necessary action. However, the brand has since had an appropriate form on the web and its app for riders to report service animals’ issues. It reviews each complaint “and takes suitable action.”

“I’m sorry it came to this,” said Irving. “I would have preferred that my civil rights be respected. It sends a strong message that this is not acceptable. People that discriminate will be accountable for their actions until they change.”