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🇦🇺 Australia /Culture & Society

Uber removes 'unacceptable' surcharge for disabled passengers

From ABC Australia · () English

Summarized and contextualized by DistantNews.

At a glance

News Named sources Outcome reported
  • Uber has removed a $5 surcharge for its "Assist" service after facing criticism from disability advocates who called it a "disability tax."
  • The surcharge, introduced in May, was intended to improve reliability and reduce wait times for passengers needing extra assistance.
  • Uber acknowledged the fee placed an "additional financial burden" on riders with disabilities and will continue to cover the cost for drivers for 30 days.

Ride-sharing giant Uber has reversed its decision to charge a $5 surcharge for passengers requiring extra assistance, following widespread condemnation from disability advocates and service providers who labeled the fee discriminatory.

Now it's our responsibility to figure out how to address those reliability challenges through a fairer mechanism.

— Emma FoleyUber's managing director for Australia and New Zealand acknowledges the need for a better approach after removing the surcharge.

Last month, Uber began charging the extra fee for its "Assist" service, stating it was to enhance reliability and decrease wait times. However, the move sparked concern within the disability community, which has long reported issues with taxis and rideshare services, including instances of guide dog refusals.

Accessibility isn't a premium feature and it should never come with a premium price.

— Tamara SearantGuide Dogs Australia's general manager of social change comments on the removal of Uber's disability surcharge.

Uber confirmed it removed the surcharge after meeting with key disability groups. Emma Foley, managing director of Uber Australia and New Zealand, stated that the company now needs to find a fairer mechanism to address reliability challenges. "Accessibility isn't a premium feature and it should never come with a premium price," said Tamara Searant, general manager of social change at Guide Dogs Australia, expressing pleasure at the surcharge's removal.

People with disability shouldn't pay more to get the same as everyone else when it comes to services.

— Tamara SearantGuide Dogs Australia's general manager of social change stresses the principle of equal access to services.

Searant emphasized that this situation should serve as a clear message to other businesses: people with disabilities should not incur additional costs for services that others receive as standard. Uber Assist, launched in 2015, offers "kerb-to-kerb" support, including help entering and exiting the vehicle and stowing mobility aids. Despite the surcharge, users with visual impairments reported that the service did not necessarily guarantee improved or more reliable assistance.

What we didn't properly account for was the additional financial burden that it placed on riders with disabilities.

— Emma FoleyUber's managing director admits the company overlooked the financial impact of the surcharge on disabled riders.
DistantNews Editorial

Originally published by ABC Australia. Summarized and contextualized by our editorial team with added local perspective. Read our editorial standards.

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