Ridesharing platform Uber has announced it will remove the $5 surcharge for passengers using its Uber Assist service, ending a controversy that sparked strong criticism from people with disability and advocacy groups. Uber Assist primarily provides additional assistance to people with disability, seniors and pregnant women, including help getting in and out of vehicles and storing mobility aids such as wheelchairs in the boot.
Uber introduced the surcharge last month, saying it was intended to improve service reliability and reduce waiting times. Drivers received the full additional fee as compensation for the extra time and care required to assist passengers. However, disability organisations criticised the charge as a “disability tax”, arguing that accessibility services should not be treated as a premium service or come at a higher price.
Emma Foley, Uber’s managing director for Australia and New Zealand, said the company had acknowledged after meeting with disability groups that the $5 surcharge was not the right approach. She also admitted Uber should have consulted more broadly before introducing the measure. The company will seek a fairer way to improve service reliability and establish an ongoing Accessibility Advisory Group.
Scott Grimley, a vision-impaired Uber user, said he had previously been refused rides multiple times because he was travelling with his guide dog. He criticised the surcharge, saying people with disability should not have to pay more for the same journey. Guide Dogs Australia said accessibility should not be a “premium feature” requiring additional payment.
Commentary:
Uber initially justified the surcharge as a way to improve service reliability and compensate drivers for the extra time required to provide assistance. However, for people with disability, this assistance is not an optional “upgrade” but a basic requirement for accessing transport on an equal basis. If people must pay more simply because they need additional assistance to receive the same service as other passengers, the arrangement raises fundamental questions about fairness.
However, removing the surcharge does not mean the problem has been solved. Long-standing issues including refused rides, driver cancellations and guide dogs being denied service still need to be addressed. Accessibility should not merely be a way for businesses to improve their public image; it should be treated as a basic part of providing services.