Two recent developments show how disability inclusion is changing in the business world. Lyft reached a nationwide settlement after a blind college student was repeatedly denied rides because she was traveling with her guide dog. The settlement includes compensation for the rider, stronger driver education, permanent deactivation for drivers who refuse passengers with service animals or wheelchairs, and monitoring to help ensure the company follows through on its commitments. This situation highlights the importance of accountability when businesses fail to provide equal access.

At the same time, businesses are showing that accessibility can go beyond responding to problems. Sephora’s global Quiet Hours initiative demonstrates how companies can proactively create more welcoming environments for people with disabilities. By lowering music, adjusting lighting, reducing strong scents, and creating a calmer shopping experience, Sephora is recognizing that disabilities are not always visible and that small changes can make everyday experiences more accessible.

These two examples show both the challenges and progress involved in disability inclusion. Businesses must take responsibility when accessibility barriers prevent people from participating, but they can also make meaningful changes before problems happen. When companies listen to their customers and learn from successful accessibility efforts, they help create communities where people with disabilities feel valued and included.

My Thoughts:

I think it is important to recognize both the progress and the setbacks because they show the different ways companies can impact disability inclusion. Some companies make changes after facing challenges or complaints, while other companies choose to improve accessibility because they listen to their customers and recognize the importance of inclusion. The type of change I appreciate most is when businesses take action because they understand their customers’ needs, not just because they are required to.

I believe businesses should proactively look for ways to become more inclusive instead of waiting until a complaint or lawsuit forces them to make changes. The reality is that anyone can develop a disability at any point in their life, regardless of their age, career, or circumstances. I think it is unfair to exclude people simply because they navigate the world differently. Whether someone uses a wheelchair, has a service animal, or experiences sensory sensitivities, everyone deserves equal access and the opportunity to participate fully in everyday life.

If I were advising a business owner, one of the first accessibility improvements I would recommend is installing accessible entrances with automatic doors. For many people with disabilities, opening a heavy door can be difficult or even impossible without assistance. Automatic doors allow customers to enter independently and with dignity. Once they are inside the building, employees or other customers can offer assistance if needed, but people with disabilities should also have the ability to ask for help when they need it. Most people will ask for assistance if they need it, but creating an accessible environment gives them the choice to be independent first. Simply being able to access a business on their own is an important step toward creating a more welcoming and inclusive environment.

Question to Consider:

What lessons can businesses learn from both accessibility challenges and successful inclusion initiatives, and how can those lessons be used to create a more welcoming experience for people with disabilities?

My Sources:

MPR News — “Minnesota settlement with Lyft guarantees rideshares for people with a service animal nationwide” — March 11, 2026
Fast Company — “Sephora just announced a nationwide store change customers have been asking for” — July 2, 2026
Disability Scoop — “Sephora Introduces ‘Quiet Hours’ At Stores Worldwide” — July 7, 2026