The DOJ investigation found that Lyft had a policy in place requiring drivers to “make every reasonable effort to transport [a] passenger and their wheelchair,” but it didn’t require drivers to review the policy.
As part of the settlement, Lyft will be required to update its policy to make it clear that drivers have to assist people with wheelchairs, walkers, and scooters and to include details about its accessibility policies as part of its onboarding for new drivers. Drivers who fail to comply with the policy could face possible termination from the platform.
Lyft also will refund charges and give $10 credits to passengers who make complaints of discrimination under the new policy. The company will put into place a procedure for such complaints.
In addition, within 180 days of the agreement, Lyft must create an educational video (or a series of videos) about its wheelchair policies and best practices to accommodate such passengers.