Omni Service Animal Policy: A Guide for Drivers

Omni prioritizes creating an inclusive and respectful experience for all riders and drivers. As part of our commitment, accommodating service animals is both a legal requirement and a policy cornerstone. Here’s everything you need to know about providing seamless rides for passengers with service animals.

Policy Overview: Always Say Yes to Service Animals

When it comes to transporting riders with service animals, the rule is simple: always say yes. Drivers must accommodate service animals, regardless of personal allergies, fears, religious, or cultural beliefs.

Omni drivers play a vital role in empowering individuals with disabilities to navigate their communities independently. Thank you for your dedication and understanding.

What to Expect When Transporting a Service Animal

While service animal requests are relatively rare, being prepared ensures a smooth ride. Here are some tips:

• Preparation Checklist:

  • Keep a blanket or towel in your car.
  • Stock up on cleaning wipes and a lint roller for easy cleanup.
  • Carry non-drowsy allergy medicine if needed.

• Service Animal Facts:

  • Service animals are trained to perform specific tasks for individuals with disabilities, such as guiding visually impaired riders, alerting those with hearing impairments, or responding to medical emergencies.
  • These animals are highly trained and generally well-behaved.

Key Points to Remember

• Identifying Service Animals:

  • Service animals are not required to wear vests or tags.
  • Riders are not obligated to provide proof that their animal is a service animal.
  • Drivers may ask riders two questions:
    1. Is the animal required because of a disability?
    2. What tasks has the animal been trained to perform?

• Transportation Guidelines:

  • Service animals must be allowed to accompany their owners in the passenger area of the vehicle.
  • Drivers cannot request that a service animal be placed in the trunk or any other non-passenger area.

• Cleanup and Charges:

  • Riders with service animals are not charged cleaning fees for normal shedding.

Driver Rights and Responsibilities

• Independent Contractor Rights: While Omni celebrates driver independence, compliance with service animal laws and policies is mandatory. Refusing a rider with a service animal may lead to permanent deactivation from the platform.

• Reporting Concerns:

  • If you suspect a service animal policy violation or encounter a problem during a ride, contact the Service Animal Hotline at 1-844-554-1297 or use the “Contact Us” option in the app.

Special Scenarios

• Drivers with Service Animals:

  • Drivers are permitted to have their own service animals while working. To avoid issues, inform passengers in advance. If a rider is unable to accommodate your service animal, cancel the ride to allow them to request another driver.

• Passengers with Non-Service Animals:

  • Riders traveling with pets should book a “Pet Ride” for an additional fee.

How to Handle Unique Situations

• When in Doubt: Remember, service animals come in all shapes, sizes, and breeds. Trust riders who identify their companion as a service animal and focus on providing a welcoming experience.

• Behavioral Issues: If a service animal poses a safety risk or exhibits concerning behavior, complete the ride and report the incident to Omni Support for further investigation.

• Best Practices for Transporting Service Animals:

  • Service animals typically sit on the floor near their owner.
  • Drivers may place a blanket on the seat to protect the vehicle’s interior, though most service animals are trained to avoid causing damage.

Empowering Independence

Transporting riders with service animals is an opportunity to support individuals who rely on these trained companions. A welcoming attitude, paired with preparedness, goes a long way in creating positive experiences. Your understanding helps ensure everyone can travel safely and comfortably with Omni.

For further questions or concerns about this policy, contact Omni Support or the Service Animal Hotline at 1-844-554-1297. Thank you for making a difference.