News24 recently released an article detailing my experience, and I would like to share it with you all while addressing the remarks made by Uber’s spokesperson.
Without further ado, here’s the article.
Blind Pretoria man claims Uber driver refused to drive him because of guide dog
accreditation Tshepiso Motloung
Hanif Kruger, a manager at the Assistive Technology Centre at the SA National Council for the Blind, said he requested a ride on 30 March from his home to attend the Africa Conference/Career Expo in Johannesburg.
“As a 100% blind individual, I rely on my trained guide dog, Brooke, to navigate the world around me.
“When the driver, Nuur, arrived, he refused to take us, claiming Brooke was a threat to his life.
“Despite explaining her role and training, he stubbornly refused to understand or accommodate us. What followed was an unsettling experience that left me alone in a dangerous location, where I was robbed just last year,” added Kruger.
Feeling frustrated and vulnerable, he asked the man to end his trip so he could request another one, but the driver allegedly drove for a few kilometres and charged him R25, claiming he did not arrive on time.
Kruger said the driver eventually ended the trip, and he was able to request another driver.
When I requested my next ride, I told the driver I have a dog, and he declined. The third driver also said he was scared of dogs, but after assuring him that Brooke is well trained and behaved, he agreed to take my ride.
“This experience is not only about the money but the principle. Too many blind people and those with disabilities face similar challenges with e-hailing services like Uber. Our concerns are often dismissed, and we’re left with empty promises.
“It’s time for Uber_RSA and other re-hailing services to wake up and address these issues. As a united community, we can push for change and hold these companies accountable.”
Kruger said blind people deserved better policies and support that ensured safe and reliable transportation for all, regardless of their abilities.
“Brooke [the dog] and I, along with many others in similar situations, refuse to be doormats.
“We urge you to share our story and join us in the fight for accessibility, understanding, and inclusion in e-hailing services. Together, we can create a better, safer world for everyone,” he added.
Uber’s spokesperson, Mpho Mutuwa, said the company continuously strived to create products and experiences that gave equal opportunities and access to everyone.
Mutuwa added South Africa had community guidelines that all users on the platform were required to adhere to.
“We believe that everyone that uses the platform should always feel respected.
“These guidelines clearly state that it is unacceptable to discriminate against someone or engage disparagingly toward someone based on traits such as a person’s age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views, sex, sexual orientation, or any other characteristic protected under the relevant law,” she said.
Mutuwa added Uber encouraged people with disabilities to choose UberAssist when requesting a trip.
She said drivers registered to this product have specifically opted to assist people with additional requirements and have been sensitised to better cater to their needs through programmes designed for this purpose.
“UberAssist, a first in the market, was developed with the purpose of ensuring that riders with disabilities can get to where they need, hassle-free.
“Should there be any issues with the trip, like cancellations due to the presence of a guide dog, it’s important that riders report this using the Help button on the app. This feature has a built-in voice-over function for the visually impaired.”
However, Mutuwa added Kruger did not lodge a complaint against the driver.
“The driver lodged a complaint against the rider due to a verbal altercation. We have not been able to get hold of the rider since 5 April; therefore, we have been unsuccessful in getting his side of the story.
“Unfortunately, the rider did not opt for the UberAssist product when requesting the ride.
“It, therefore, makes it challenging for drivers who are not sensitised to accommodate people with disabilities to transport them, especially in situations where drivers have a real fear of dogs,” she said.
Source url: https://www.news24.com/news24/southafrica/news/blind-pretoria-man-claims-uber-driver-refused-to-drive-him-because-of-guide-dog-20230413
End of the quoted article. Here’s my response:
My response to the article:
Firstly, let us clarify what UberASSIST is. According to Uber’s website, UberASSIST is designed to offer additional assistance to senior riders and riders with access needs. Driver-partners receive specific training to help riders when getting in and out of vehicles and can accommodate folding wheelchairs, walkers, and service animals (1).
Now that we have established this, let us revisit the incident that occurred on that Thursday morning, 30 March 2023, shortly after 05:42 AM.
On Thursday, 30 March 2023, at 5:42 AM, I ordered an Uber to attend the second day of the Africa Conference/Career Expo in Johannesburg. Being a 100% blind individual, I depend on my trained guide dog, Brooke, to navigate the world around me. When the driver, Nuur, arrived, he refused to take us, asserting that Brooke posed a threat to his life. Despite explaining her role and training, he stubbornly refused to understand or accommodate us. This resulted in a distressing experience that left me stranded in a dangerous location, where I was robbed just last year. Nuur refused to cancel the trip and drove off, forcing me to frantically follow and plead for him to cancel the ride. After five minutes, he finally cancelled but charged me R25.00, claiming I didn’t arrive on time. During the encounter, he also spoke to someone on the phone who supported his decision, stating that dogs are dirty (2).
I indeed ordered another trip after he cancelled, and he took his pound of flesh. The second driver also cancelled but, at least, he didn’t try to steal R25 from me. The third time, I was fortunate; however, by the time I arrived at my destination, I was so upset and debilitated that I was beside myself with anger and indignation. I posted my concerns on Facebook, recounting exactly what happened, as I have been involved in past discussions around the same issue (4). Yes, Uber, we have spoken face-to-face in various meetings in the past, where I represented the blind and other disability groups.
After sending my Facebook post, I found an email from Uber stating that Nuur, the (considerate) driver, complained about a verbal altercation. I was warned that my Uber account would be suspended if I continued with this behaviour. I immediately responded to this email (4). Uber replied, stating that they were not interested in my report and that if I genuinely wanted to log a case, I should write a separate email. They concluded by stating that no further response was needed (4). I must reiterate that I informed them of the Facebook post and my blog entry in the very same ticket (4).
Now, to address the statements made by Uber’s spokesperson, Mpho Mutuwa:
Mutuwa claims that Uber believes “that everyone that uses the platform should always feel respected” (6). However, considering the dismissive tone of the ticket sent to me and the subsequent interaction, it is evident that this is far from the truth. Her comments are, at best, ignorant and, at worst, malicious.
According to the article, Mutuwa further stated that “The Uber guidelines clearly indicate that it is unacceptable to discriminate against someone or engage disparagingly toward someone based on traits such as a person’s age, colour, disability, gender identity, marital or civil partnership status, pregnancy or maternity, national origin, appearance, race, religion or belief, political views, sex, sexual orientation, or any other characteristic protected under the relevant law” (6). When Nuur’s vehicle pulled up, I greeted him and provided my Uber pin (7). The Uber pin, for those who may not know, is an added safety feature used to ensure you are getting into the correct vehicle you requested. It’s easy to make a mistake and enter the wrong car, especially if you are blind like me.
Nuur entered the pin and then informed me that he refused to take my dog. If he truly respected me as much as Mutuwa claims in her comments, why did he wait for me to give him the pin? Why did he hold the trip hostage, refusing to release it so that I could order another ride? Why did he drive away? Why did he cancel the trip, claiming that I didn’t show up? (8) Why did he then lodge a complaint, after stealing from me, simply because I objected to his unacceptable behaviour? (4)
Why did Uber defend him without obtaining the full story and then threaten to suspend my account if I don’t adhere to their guidelines? (4) If these actions represent the values Mutuwa is striving to instil, I can now understand why all these engagements with Uber have been fruitless over the years.
The least decent thing Nuur could have done was to simply refuse the trip, at the very least, and not take advantage of my vulnerability by holding my trip hostage to extort money from me. That was the most disrespectful thing that Uber has ever done to me.
Additionally, it’s important to consider the broader implications of this incident. As a blind individual, I depend on transportation services like Uber to maintain my independence and mobility. By disregarding my rights and the role my guide dog plays in my life, Nuur and Uber not only disrespected me personally but also set a concerning precedent for other disabled individuals who rely on such services.
This incident raises questions about Uber’s commitment to enforcing their own guidelines and ensuring that their driver-partners comply with anti-discrimination policies. It is crucial for Uber to take responsibility for these actions, as they directly affect the lives and well-being of countless vulnerable individuals who trust and depend on their platform.
Mutuwa also mentioned that “Uber encourages people with disabilities to choose UberASSIST when requesting a trip.” (6) I am glad that the word ‘encourage’ was used, as it simply implies that they promote or recommend it, but it does not absolve them from training all their drivers to follow the guidelines she referred to earlier.
I also want to emphasise that UberASSIST vehicles are not always available at all times, particularly late at night and early in the mornings. Thus, it remains my choice to make use of the service they provide, and I find it unreasonable that I be excluded based on a personal preference of the driver, or a policy endorsed by Mutuwa.
Islam is not against the use of service dogs, and it is only the ignorant who hide behind the fiction that service dogs are dangerous, dirty, and a risk to one’s life. It is disappointing and frustrating that such misconceptions continue to be perpetuated, leading to discriminatory behaviour against those who rely on these essential companions.
Moreover, it is crucial to understand that service dogs undergo extensive and rigorous training to ensure they are well-behaved, clean, and effective in their roles. These dogs provide invaluable support and independence to people with disabilities, helping them navigate their daily lives more efficiently and confidently. By denying access to those who rely on service dogs, it further marginalises an already vulnerable population and perpetuates negative stereotypes and stigmas.
Mutuwa also asserted that Uber “continuously strives to create products and experiences that provide equal opportunities and access to everyone.” (6) However, the Consumer Protection Act clearly states that I am entitled to use any service provided within South Africa. Furthermore, I would like to remind Mutuwa that Section 9 of the Equality Act prohibits discrimination against people with disabilities. This includes denying or removing from any person who has a disability, any supporting or enabling facility necessary for their functioning in society, and taking steps to reasonably accommodate the needs of such individuals. (9)
Yet, it is apparent from this experience that this courtesy is not extended to disabled persons who rely on guide dogs. It is Uber’s prerogative if they wish to create another service, but I still retain the right to access services according to the Consumer Protection Act. (10)
Mutuwa clearly has limited understanding when it comes to VoiceOver as a screen reader. She stated the following: “Should there be any issues with the trip, like cancellations due to the presence of a guide dog, it’s important that riders report this using the Help button on the app. This feature has a built-in voice-over function for the visually impaired.” (6)
In reality, VoiceOver is a gesture-based screen reader that can be used with an iPhone, even if one cannot see the screen. VoiceOver provides audible descriptions of what’s on the screen—from battery level, to who’s calling, to which app one’s finger is on. Users can also adjust the speaking rate and pitch to suit their needs. (11) Contrary to what Mutuwa claims, VoiceOver is not a built-in feature of the Uber app itself, but rather a functionality provided by the iPhone’s operating system. Her misinformation only adds to the frustration and indignation experienced by those who rely on accessibility features to navigate the world around them.
Furthermore, it is essential to note that the reporting feature in the Uber app is quite cumbersome and, by extension, inaccessible, especially when a disabled person is under tremendous stress and in an unsafe situation. Mutuwa’s lack of understanding regarding the mental toll that such incidents have on disabled individuals is evident. Instead of providing a convenient and efficient method for reporting issues, the app’s reporting process only adds to the distress and anxiety experienced by those who already face numerous challenges in their daily lives. Her ignorance highlights the need for a more empathetic and informed approach when dealing with accessibility and the needs of disabled individuals.
The article further mentions that Mutuwa claimed I “did not lodge a complaint against the driver” and that “the driver lodged a complaint against the rider due to a verbal altercation”.
As previously mentioned, it is utterly incorrect to assert that I did not express my utter disgust with Uber. Refer to my communications with Uber, (6) and (12). It is outrageous to think that someone would try to rip me off, hold my trip hostage, insult my intelligence, drive away, and still expect me not to respond passionately. Such a situation warrants a strong reaction, and the dismissal of my concerns only adds to my disappointment, fury and indignation.
Mutuwa has the audacity to assert that they “have not been able to get hold of the rider since 5 April; therefore, we have been unsuccessful in getting his side of the story.”
I have not received any official communication from Uber on 5 April 2023. This is a blatant lie coming from the Uber Spokesperson. However, I did receive a communication from Uber on 6 April 2023, which stated: “We tried reaching out to you at the number associated with your Uber account, but unfortunately were unable to connect. We are eager to speak with you in relation to the feedback you have provided.”
I responded without delay to their message: “Dear Uber Support, I am writing to express my profound disappointment and dissatisfaction with the manner in which your company has been handling my case. Your team has consistently disrespected me, a disabled customer, and demonstrated a total lack of commitment to resolving the issue at hand. I am offended by your company’s use of ghost numbers to contact me, as it is both unprofessional and disingenuous. The numbers in question are +27310652601 and +27217537933, both of which are invalid when attempting to return the call. Your recent attempt to contact me by phone is not only disrespectful but also shows a lack of consideration for my preference to keep all communication in writing. I am well aware that Uber does not entertain phone calls, and I expect the same courtesy in return. Moreover, it is evident that your sudden interest in engaging with me is solely due to the media’s involvement in this case, which is both unacceptable and insincere. In the past, I have provided detailed information about my experiences with discrimination against disabled passengers and the challenges I have encountered using your service. Despite this, your team has failed to take the necessary steps to resolve the issue. Instead, you have threatened to close my account for speaking out, which only serves to undermine your commitment to creating a safe and inclusive environment for all users. I have documented the entire conversation between us in the message threads provided below. I urge you to refer to these references and stop pretending that you are unaware of the situation.” (12)
I then provided these message threads. (12)
Uber retorted on April 11 with an infuriating semblance of concern: “We’re sorry to hear about what you described. What you shared is very concerning. We’ve tried to call you a few moments ago to discuss the matter further and couldn’t reach you. Could you please provide us with a suitable time to call you? Alternatively, if you would like to continue the conversation through this thread could you please elaborate a little further on what happened? And were there any other concerning behaviors that need to be mentioned?”
Exasperated, I replied once more on April 12, 2023, essentially reiterating everything I had already said. (12)
And all I received from Uber was the utter nonsense Mutuwa spewed in the article as their response. (6)
Uber, through their spokesperson, essentially had the nerve to place the blame on me for my own harrowing experience, all because I dared to choose a regular Uber option instead of the “special” UberASSIST. The spokesperson arrogantly stated, “Unfortunately, the rider did not opt for the UberAssist product when requesting the ride.”
My breaking point came when Mutuwa conceded that Uber drivers do not receive any sensitization training on how to deal with persons with disabilities. She revealed, “It, therefore, makes it challenging for drivers who are not sensitized to accommodate people with disabilities to transport them, especially in situations where drivers have a real fear of dogs.”
Oh, absolutely! We, the disabled, should be eternally grateful that we’re “blessed” with the privilege of using only Uber’s UberASSIST. How dare we even consider the possibility of choosing from Uber Go, UberX, Comfort, Black, or Van, with their various fares and options? No, no, we are simply the disabled consumers, unworthy of choice and agency. Who really cares about our needs, right?
It’s truly enlightening to see such a narrow-minded perspective from a representative of a company that claims to be forward-looking. I can’t help but feel relieved that I don’t have to interact with such a person in my personal life. Praise be for the small mercies we are granted in this ever-challenging world!
My suspicions were confirmed. Uber doesn’t train their regular drivers. They are actively sidelining us from accessing their full range of services by pushing and promoting the exclusive use of UberASSIST. This abysmal response from Uber has left me deeply disheartened, but rest assured, I will not give up the fight.
I implore each of you to take a moment and consider the significance of this fight against discrimination. Imagine if one day, you or someone you deeply care for—a daughter, an uncle, your partner, a dear friend or even you — faced such an unjust and hurtful situation. Your support can make a world of difference in creating a more inclusive and accessible environment for everyone. If you haven’t already, please sign my petition titled “Demand Equal Access and Fair Treatment in Uber Services for People with Disabilities!” at the following link: https://change.org/accessibleuber
For those who have already signed, thank you. I kindly ask you to share the petition once more, spreading the message far and wide. Let us come together and build a world that embraces the unique needs of each individual, ensuring that everyone is treated with the respect and dignity they deserve.
References:
(1) Uber blog – https://www.uber.com/en-ZA/blog/uberassist-making-johannesburg-accessible/
(2) My Guide Dog, Brooke, and I Deserve Better – A Call for Change in Ride-Hailing Services – HANIF.CO https://hanif.co/2023/03/30/my-guide-dog-brooke-and-i-deserve-better-a-call-for-change-in-ride-hailing-services/
(3) The original Facebook post, documenting what happened to me on 30 March 2023 with regards to Uber: https://facebook.com/story.php?story_fbid=pfbid0YSqFtmVDKYB3gLHYKPZkXFjHHKUG3SvUzRvsPxWA3JeVBZ5iqx4t9irqihmTnqWJl&id=622361916&eav=Afa-SmYr9m27yxs_94gVM48Q1LmzUqlit3ceIfAbxyitClUwQM1ANQjaDnDRKzw2F8A&paipv=0#comment_form_622361916_10159426439181917
(4) Conversation 1 with Uber started by Nuur complaining about me (PDF format): https://hanif.co/dl/uber001.pdf
(5) Accessible Uber Petition: https://change.com/AccessibleUber
(6) News24 Article – Blind Pretoria man claims Uber driver refused to drive him because of guide dog – https://www.news24.com/news24/southafrica/news/blind-pretoria-man-claims-uber-driver-refused-to-drive-him-because-of-guide-dog-20230413
(7) PIN verification: Uber’s safety feature that lets you know you’re in the right car. | Uber Blog – https://www.uber.com/en-PL/blog/pin-number/#:~:text=Once%20you’ve%20been%20matched,unable%20to%20start%20the%20trip.
(8) Screenshot of Uber trip that Nuur cancelled: https://hanif.co/dl/Screenshot%202023-04-13%20at%2018.31.00.png
(9) Equality Act https://www.justice.gov.za/legislation/acts/2000-004.pdf
(10) Consumer Protection Act – http://www.thedtic.gov.za/wp-content/uploads/Consumer_Protection_Act.pdf
(11) Turn on and practice VoiceOver on iPhone – Apple Support (ZA) – https://support.apple.com/en-za/guide/iphone/iph3e2e415f/ios#:~:text=With%20VoiceOver%E2%80%94a%20gesture%2Dbased,pitch%20to%20suit%20your%20needs.
(12) Conversation 2 with Uber started by Nuur complaining about me (PDF format): https://hanif.co/dl/uber002.pdf