As the arbitrator suggests, it's Uber's fault because when the complaints got to Uber, they developed a program to help drivers evade responsibility by teaching

As the arbitrator suggests, it's Uber's fault because when the complaints got to Uber, they developed a program to help drivers evade responsibility by teaching them how to more effectively deny service to the disabled; refused to remove drivers that violated their rules from their platform; and failed to abide by a previous settlement they had entered into for doing the exact same thing; and they did this to her specifically over a dozen times despite her repeatedly asking them for help and trying to work through the system.