The U.S. Department of Justice has recently filed a lawsuit against ride-share app Uber for overcharging users with disabilities and violating Title III of the Americans with Disabilities Act (ADA). Uber has wait time fees that negatively impact riders who may have to take a few extra minutes getting into the car. For example, riders may need assistance with folding and storing a walker or wheelchair in the vehicle, or a rider who is blind may require extra time and assistance with getting to their Uber ride.
The DOJ investigated this matter further and found that even when passengers’ disabilities were the reason for needing additional time, Uber still charged them awaiting fee after only two minutes. This policy was put into place in 2016 in various popular U.S. cities before going nationwide.
“Uber’s wait time fees take a significant toll on people with disabilities,” Acting U.S. Attorney Stephanie M. Hinds for the Northern District of California states. “Passengers with disabilities who need additional boarding time are entitled to access ridesharing services without discrimination. This lawsuit seeks to assist people with disabilities to live their lives with independence and dignity, as the ADA guarantees.”
The lawsuit cited a 52-year-old quadriplegic woman who uses a wheelchair and relies on Uber for transportation to and from rehabilitation appointments. The passenger was charged a wait time fee for taking too long to get out of her wheelchair and get herself and the wheelchair into the car. She was later denied a refund from Uber and said the extra charges made her “feel like a second-class citizen.” The average wait time fee for riders is 60 cents, which seems like a rather small fee, but for those who use Uber very frequently, it adds up quickly. The woman indicated that she used Uber’s services at least ten times a week, and if she were charged 60 cents each time, that would amount to $6 a week, $24 a month, and $288 per year.
A spokesperson for Uber released a statement, saying that the lawsuit was “surprising and confusing,” based on their history of addressing these types of concerns with the DOJ before the case. Uber now states that “it has been our policy to refund wait time fees for disabled riders whenever they alerted us that they were charged. After a recent change last week, now any rider who certifies they are disabled will have fees automatically waived. We fundamentally disagree that our policies violate the ADA and will keep improving our products to support everyone’s ability to easily move around their communities.” The ride-share app also pointed out that users will not be penalized with a waiting fee if they request a wheelchair-accessible vehicle or use Uber Assist.
It is not the first time Uber has found itself guilty over disability issues. In 2014, Uber was sued for discriminating against blind people and their guide dogs, which was finally settled after Uber agreed to change and paid the National Federation of the Blind $225,000. In April of 2021, Uber was ordered to pay $1.1 million to a blind woman who was refused rides on 14 different occasions.
Not only are riders experiencing unfair charges from rideshare services, but the same issue could be occurring on their medical bills. Medical facilities need to be wary of their services to patients; therefore, coding and billing need to be thoroughly reviewed. HIA can ensure that facilities and physician offices are in compliance with rules and regulations when instances arise, such as services charged separately without the patient’s knowledge. HIA’s medical coding team ensures their codes are accurate to prevent errors in patient records, especially for those with disabilities, who usually face higher healthcare costs.
