'Second-class citizen': Deafblind woman refused Uber and bus rides with guide dog

A deafblind woman was left feeling like a “second-class citizen” after she was cancelled on by three Uber drivers in a row, despite it being her legal right to travel with her guide dog. 

Disability advocate Sally Britnell had to wait over an hour with her service dog, Priya, at the Glenfield Mall to get to her North Shore home, only 3km away, last month due to repeated cancellations. 

The AUT senior lecturer, who has about five degrees of vision in her left eye, said a similar issue also occurred when she attempted to board a bus with Priya. 

“It’s like telling somebody who needs a wheelchair or mobility aid to get around that they can’t take their wheelchair or mobility device,” Britnell said. 

For Britnell, Priya is not a pet or an optional extra - she is an integral part of her daily life and works to keep her safe. 

“She is independence for me,” she told the Herald. 

Certified disability assistance dogs are entitled to travel on public transport, including taxis, and discrimination against a person with one is recognised as disability discrimination under the law. 

Blind Low Vision NZ chief executive Andrea Midgen said incidents where people are denied their right to travel were being reported daily. 

On June 14, Britnell was successfully picked up by an Uber to head to the Glenfield Mall. 

“This guy was fantastic, great driver, happy with the dog and well aware of the rights of a guide dog.” 

She then went to book an Uber home, but the simple task became very difficult. 

Britnell said her preferences were set in the Uber app, which clearly showed she was hard-of-hearing, blind, and had a service dog. 

For Sally Britnell, her service dog, Priya, is not a pet or an optional extra. 

“Drivers are made aware of this when they pick up the job. They’re also made aware that it’s illegal to not take a service dog,” she said in a social media video after the incident. 

She said the first driver who accepted the job drove up and then continued past her. Shortly after, she received a message that said the driver had cancelled. 

Britnell filmed the incident through her Meta glasses. 

The system automatically assigned her a new driver, and Britnell sent them a message to make sure they knew exactly where she was standing. 

The second driver drove past slowly, didn’t stop, didn’t say anything and drove out of the car park, Britnell said. 

Sally Britnell says her preferences are set in the Uber app, which clearly shows she is hard-of-hearing, blind, and has a service dog. Photo / Sylvie Whinray 

She received a text message from Uber, which said they recognised she had a service dog and that her driver had also cancelled the job. 

Another driver was allocated, and she sent them a message. 

It read: “Hi there, I am blind and am travelling with my guide dog. Could you please put your passenger seat forward so she can sit in the footwell. When you arrive, please yell out, as I will not see you pull up.” 

The third cancellation happened almost immediately after the driver read a message. 

Britnell said the fourth driver finally picked her up and was “awesome”. 

An Uber spokesperson said the distress of being refused service because of an assistance animal was not something Uber took lightly. 

“Uber is committed to preventing disability discrimination on its platform and ensuring that all riders, including those with assistance animals, have equal access.” 

All driver partners are required to complete mandatory education modules, which include lessons on unlawful disability discrimination. 

“We also offer a dedicated assistance animal module, developed alongside a blind and low-vision, non-profit organisation.” 

Completing the module is mandatory for all new driver partners during onboarding. 

The spokesperson said service animal denial remained an industry-wide issue, which is why Uber continued to invest in policies, tools and education. 

Sally Britnell's service dog, Priya, is not a pet or an optional extra. She is an integral part of her daily life. Photo / Sylvie Whinray 

Meanwhile, while trying to board a bus on April 22, Britnell said the driver challenged her right to board. 

He refused to move unless she put a muzzle on Priya or exited the bus. 

She claimed he even threatened to call the police. 

“I felt quite threatened and vulnerable, and I also felt very embarrassed in front of the bus customers. 

“It makes me feel like a second-class citizen, and it makes me feel not worthwhile, and I was late to my physio appointment, which didn’t help,” Britnell said. 

An Auckland Transport (AT) spokesperson apologised and said its policy aligned with the law and allowed assistance dogs to travel on the network at all times without a muzzle. 

Guide dog handlers have a legal right to travel with their certified disability assistance dogs. Photo / Sylvie Whinray 

The bus company formally investigated the driver, and they received additional training. 

AT said all drivers were reminded about the importance of letting customers travel with their service dogs. 

“All drivers receive training on disability assist dogs as part of their induction, and we’re working with operators to strengthen ongoing refresher training to make sure these situations don’t occur.” 

What is the impact? 

Midgen said incidents like these have a profound impact on the blind, deafblind, and low-vision communities, affecting their ability to live independently. 

“It’s their rights that are being compromised,” she said. 

Midgen said incidents like these were happening so frequently because there was a lack of awareness and education for drivers. 

She also thought there was a lack of serious consequences, and stronger accountability was needed. 

Incidents like these have a profound impact on the blind, deafblind, and low-vision communities. Photo / Sylvie Whinray 

“In an ideal world, I think society needs to actually value disabled people and to value the contribution they make. 

“If people actually understood that we can contribute too, that we have a right to be out there in the community as much as they do, things would be better,” Britnell said.