Service animal policy: What you need to know
PCONN App’s Policy: Always accommodate passengers with service animals.
Riders can report any problems they have taking a ride with a service animal using:
Riders can easily report drivers even if they didn’t complete the ride request. Just include the ride’s estimated start time in the report and note if a different driver completed the ride.
Riders can submit a service animal complaint using the ‘Help’ tab or the ‘Ride history’ tab in the PCONN App app.
Note: Riders can still report drivers who didn’t complete the ride request. Include the ride’s estimated start time in the report if a different driver completed it.
To submit a service animal complaint email us at support@iampconn.com or by clicking the ‘Help’ button:
After submitting a support message, we will contact you promptly
Service animals are working animals, not pets. Service animals undergo extensive training to assist individuals with disabilities. They help blind people travel, alert deaf people to sounds, protect persons who are having a seizure, and perform many other tasks to help individuals with disabilities.
Service animals are not required to wear a tag or vest or be registered. Riders with service animals do not need to display any kind of proof that their animal is a service animal. In other words, if a rider with a dog says it is a service animal, the driver should transport the rider.
It’s the law. Both you and PCONN App must comply with the law and accommodate service animals.
At all times, Drivers must be able to verify the following:
If a driver refuses a rider with a service animal, the driver could face immediate and permanent deactivation if an investigation into the alleged denial verifies a wrongful denial.
Service-animal fraud places passengers at risk of deactivation.
To confirm the services animal is a true service animal, you may ask two questions of riders who report their animals are service animals:
Some passengers use service animals for reasons that aren’t obvious, like epilepsy or heart conditions. Not all service animals wear tags, and they come in all shapes and sizes. For these reasons, it’s best that you accommodate animals when they’re reported to you by riders as being service animals.
If you have a question about the policy, or would like to report a rider who you suspect is abusing the policy, you should contact support@iampconn.com.
It’s PCONN App ’s policy that drivers are permitted to ride with their service animals. However, this may limit the number of passengers you can carry, and some passengers may be uncomfortable or allergic around your service animal and will ask you to cancel their request. It’s advised that you call the passenger in advance to notify them of the service animal. If they’re unable to ride with your service animal, you must cancel the ride so they can request another driver. Pro-tip: If the request came from nearby, sign out of driver mode for a minute so that you don’t receive the passenger’s next request.
To report a Service Animal Policy violation, email us at support@iampconn.com or select ‘Contact Us’ at the bottom of this page.
If a passenger has an animal with them, you may ask them two questions:
If you ask the two questions above and the rider tells you that the animal is not a service animal, you have control to cancel the ride and let support know — it won’t impact your cancel rating.
Although we encourage you to take all animals, emotional support animals aren’t covered under our Service Animal Policy or the law so you’re not required to accommodate them.
Riders must be permitted to have their service animal with them at all times. They should not be asked to place their service animals in the back or trunk of a vehicle.
Many service animals are trained to ride in vehicles, or sit on the floor of the rear seat.
Some drivers like to carry a towel or blanket in their vehicle. These items can be placed on top of the seats to protect the vehicle’s interior.
Email the Service Animal Hotline at support@iampconn.com and we’ll assist you. Passengers and drivers who prefer to report a problem in writing may select ‘Contact Us’ below.
