Lyft seriously needs to bring their accessibility into the 21st century. First, when you turn on the "wheelchair accessible" option in the app settings, drivers are not notified that an accessible ride has been requested. We've been late for appointments several times because a driver didn't know that we needed an accessible ride or was going to show up in a huge truck or SUV, which my spouse can not get into.

The entire reason that we use Lyft, instead of the transportation services for which AJ has been approved, is that those services are so unreliable and do not operate as if they value the time and energy of their users. Just two missed appointments without proper notice could get them discharged from either of the clinics where they're currently being treated.

Our trip on Monday took the cake. The first driver who showed up was rude right off the bat. He complained about his car seat getting a little wet in the rain, while my spouse sat in their wheelchair, getting soaked. He was also able bodied, and it was like pulling teeth to get him to help me try to fit the wheelchair in his trunk. I'd even texted him AND included pickup notes, both stating that we needed help getting a folding wheelchair into the trunk. It wouldn't work; we had to unload and wait for another driver. While I was wrestling with the chair, the driver brought AJ their walker... And stood with it five feet away from AJ, where they couldn't reach it.

Lyft, your app needs an accessibility overhaul... And perhaps you should provide some sensitivity training for drivers, while you're at it. Passengers in need of reasonable accommodation should be able to check off features/help that they need for their ride. That info should then should be matched against the services and features drivers are willing and able to provide, to ensure that some of your most vulnerable customers don't have to deal with situations like this.

This encounter was a ridiculous waste of time and energy for disabled folks without much energy to begin with, and it was entirely preventable. If our experience was this bad, I can't imagine the difficulties that folks with more severe limitations are having.

I contacted customer service about this and was told that I wouldn't be matched with the driver again, despite the fact that he hadn't officially accepted the ride. While I appreciate that, your rep said nothing in response to my concerns regarding software updates to support your disabled patrons.

Please do better, and swiftly.