Service Dogs, Ride Rejections, and a System that Still Isn’t Working

For people who rely on service dogs, transportation isn’t a convenience — it’s a lifeline. Yet across North America, riders with service animals continue to report being denied rides by rideshare drivers, despite clear legal protections meant to prevent exactly that.

Recent reporting by CBC News puts a human face on a problem that disability advocates say remains deeply systemic. The stories coming out of Canada mirror what many U.S. service dog handlers report as well: repeated rejections, emotional strain, and a sense that accountability still falls on the person with the disability rather than the company providing the service.

When “Unacceptable” Still Keeps Happening

Salome Solomon, who is legally blind, relies on her guide dog, Zurich, and rideshare services to move around her city. According to CBC, Solomon says she was denied rides roughly 20 times in a single year because drivers refused to allow her guide dog in their vehicle.

In one recorded incident, Solomon approaches a waiting car with Zurich at her side. The driver shakes his head and drives off, even after she explains that Zurich is a guide dog and that denying her ride is not legal.

“Every rejection breaks you down,” Solomon told CBC. “It’s like a dagger to my heart.”

She isn’t alone.

James Wilkinson, who has autism and travels with his certified service dog, Bo, reported being denied rides multiple times in 2025 — including incidents where drivers cancelled after arriving and seeing his dog. Wilkinson described breaking down on the curb, needing time to recover emotionally before even attempting to order another ride.

“It happens so often that it starts to feel shameful,” he said.

These moments aren’t inconveniences. They’re barriers — and they carry emotional weight that compounds every time they occur.

What the Law Says in the United States

In the U.S., service animals are protected under the Americans with Disabilities Act (ADA). Transportation providers — including rideshare drivers operating under commercial platforms — are legally required to accommodate service dogs.

Under the ADA:

• Service dogs are not pets.
• Drivers cannot refuse service due to allergies, fear, or personal preference.
• Riders cannot be charged additional fees for traveling with a service animal.
• Cleaning fees cannot be imposed solely because a dog was present.

How Common Are Rideshare Rejections?

Despite legal clarity, denial rates remain high.

A 2023 survey conducted by Guide Dogs for the Blind found that 83% of surveyed service dog users in the U.S. and Canada experienced at least one rideshare denial within a two-month period. Many respondents reported repeated incidents, not one-off misunderstandings.

In the United States, transportation-related ADA complaints continue to be among the most frequently reported accessibility violations, according to the U.S. Department of Justice Civil Rights Division.

Why Education Alone Isn’t Fixing It

Rideshare companies state that service animal refusals are “unacceptable” and point to driver education, in-app reminders, and policies that allow riders to self-identify as traveling with a service dog.

But as seen in both CBC’s reporting and U.S.-based advocacy data, these measures often fail in real-world situations.

Some riders say self-identifying only gives drivers advance notice to cancel. Others point out that enforcement usually happens after the damage is done — after someone has been stranded, humiliated, or forced to relive the experience while filing complaints.

Disability advocates and groups such as National Disability Rights Network (NDRN), argue that meaningful change requires consistent enforcement, real consequences for repeat violations, and systems that do not place the burden of proof on the person with a disability.

What Service Dog Handlers Can Do in the U.S.

If a rideshare driver refuses service due to a service animal, handlers can:

• Document the incident when safe to do so
• File a complaint with the rideshare platform
• Submit an ADA complaint to the U.S. Department of Justice
• Reach out to local disability rights organizations for support

Why This Matters to Dog-Friendly Communities

Service dogs are not accessories or optional companions. They are trained medical and mobility aids protected by federal law.

A truly dog-friendly city is one where service dog handlers are not left stranded, forced to justify their disability, or worn down by repeated refusals. Until ride denials reach zero — not just in policy statements but in everyday practice — equal access to transportation remains out of reach.