A video shared by CBC News on TikTok highlights the experience of Salome Solomon, a legally blind woman from Ottawa, who says she has been refused rides by Uber drivers because she travels with her guide dog.
Solomon relies on two essential things to get around the city: her guide dog, Zurich, and the ride-sharing app Uber. However, she claims she has been denied service around 20 times by drivers who refused to allow her service dog into their vehicles.
In the video, Solomon says she believes her legal rights have been ignored. Assistance dogs are protected under accessibility and human rights laws, and drivers operating on ride-sharing platforms are generally required to transport passengers accompanied by certified service animals.
The report raises concerns about accessibility in the ride-sharing industry and whether all drivers are complying with policies surrounding assistance dogs.
CBC News’ coverage has sparked discussion online, with many viewers questioning how such refusals continue to happen despite clear platform policies and legal protections for passengers with disabilities.
DM News Commentary
Stories like this are always difficult to hear. Regardless of location, passengers travelling with guide dogs have clear legal protections, and service animals are not optional extras — they are essential mobility aids.
For drivers, understanding platform policies and local law is crucial. Refusing a passenger because of a registered guide dog can have serious consequences, both legally and in terms of account access.
At the same time, platforms must ensure drivers are properly educated and that enforcement is consistent. Accessibility isn’t just a policy line in the app — it’s a real-world responsibility that directly impacts people’s independence and safety.
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