4th September 2025
Uber drivers discriminated against a passenger by refusing to transport her because she was accompanied by her guide dog. This was a form of discrimination on the grounds of disability, according to two investigations by the Office of Equal Opportunities Ombudsperson.
Refused to transport with the guide dog
A woman with a visual impairment contacted the Office after two Uber drivers refused to give her a ride because she had a guide dog.
She stated that when the drivers saw her with her guide dog, they drove past her without stopping. When she called them, they both said they would not transport her with her dog.
A representative from Uber Lithuania explained that the company provides a platform for drivers and customers, and that the drivers are not Uber employees. Instead, they work as independent contractors or for other taxi companies.
According to the representative, Uber has community guidelines to prevent discrimination, and each case is thoroughly investigated. These guidelines specifically state that drivers must provide service to people with disabilities, including those who have assistance dogs.
An assistance dog is not just a pet
According to the Equal Opportunities Ombudsperson Birutė Sabatauskaitė, people with assistance dogs face obstacles in many places, not just on public transportation.
“We’ve investigated cases where people with assistance dogs were denied entry to restaurants, shops, and even public transport. This is partly because assistance dogs are still rare in Lithuania, and the public is not well-informed about them. Service providers should train their employees to understand that an assistance dog is not a pet; it is an inseparable partner that provides essential help to a person with disability,” stressed the Ombudsperson.
Uber drivers who refused to transport the woman were warned about the violation.
Additionally, the Ombudsperson recommended that Uber Lithuania inform drivers working in the country that it is against the law to discriminate against people with disabilities, specifically when a passenger is accompanied by an assistance dog.