Serving Riders with Service Animals: What Drivers Need to Know

At OMNI, we strive to make transportation inclusive and accessible for everyone, including people with disabilities. As an OMNI driver partner, it’s essential to understand your responsibilities and how to provide the best experience for riders traveling with service animals.

This article outlines key information, tips, and guidelines to help you serve riders with service animals while complying with legal and OMNI policy requirements.

What is a Service Animal?

A service animal is typically a dog that has been trained to perform specific tasks for individuals with disabilities. These tasks may include guiding individuals who are blind, alerting individuals who are deaf, pulling wheelchairs, or performing other tasks that assist with a disability.

Your Responsibilities as an OMNI Driver

1. Transporting Riders with Service Animals
   Drivers are required by law and OMNI policy to transport riders accompanied by service animals. Denying a ride to someone with a service animal due to personal reasons—such as allergies, religious objections, or fear of animals—is prohibited.

2. No Proof or Certification Required
   Service animals are not legally required to wear tags, be registered, or display any proof of certification. However, you are permitted to ask the rider if the animal is a service animal.

3. Accommodating Allergies or Concerns
   If you or someone in your household is allergic to dogs, here are some tips to help accommodate riders:

   • Carry a towel or seat cover for the service animal to sit or lie on.
   • Open the windows during the ride for ventilation.
   • Consider wearing a face mask to reduce exposure.

4. Pet-friendly service isn't needed
   Riders with service animals do not need to book through OMNI’s pet-friendly service (if applicable). Service animals are allowed on all OMNI trips at no additional cost.

Tips for Serving Riders with Disabilities

• Ask Before Assisting
  Always ask riders if they need help and how you can assist them. Respect their preferences and instructions.

• Assist with Mobility Devices
  Be prepared to help riders store assistive devices such as wheelchairs, walkers, or canes. These devices can typically be folded or disassembled and stored in your trunk.

What Happens if a Driver Refuses a Rider with a Service Animal?

Refusing or canceling a trip due to a rider’s service animal, wheelchair, or other assistive device is against local, state, and federal laws, as well as OMNI’s Community Guidelines. Drivers who violate this policy may face account deactivation.

Why This Policy Matters

Supporting riders with disabilities helps OMNI create a ridesharing platform that is fair, inclusive, and accessible for everyone. Providing equal service is not just the law—it’s a reflection of OMNI’s values and commitment to making a positive impact.

For further questions or assistance, visit OMNI’s Driver Support Center or contact us through the app. Thank you for ensuring a respectful and inclusive experience for all riders.