AA Under Fire After Barring Hero Service Dog From Flight
Jeff Edwards September 23, 2015
Gate agents questioned the credentials of an injured marine’s life-saving, American Humane Association Hero Dog Award-winning service companion, forcing them both to miss their flight.
Service animals are unsung heroes, and for those living with disabilities, a well-trained service dog can change lives for the better. Sometimes, the work of a service dog is so life-changing, it can rise to the level of life-saving, but even then the dedicated animal companions rarely receive the recognition they are due. In the case of a German Shepard named Axel, his work made such an impact in the life of a former marine who was injured during his two tours of the Middle East, that he was named the Service Dog of the Year at the American Humane Association Hero Dog Awards over the weekend.
Axel’s owner, retired Marines Captain Jason Haag, suffered a traumatic brain injury during his service and was diagnosed with post-traumatic stress disorder and severe depression after returning home. Haag credited Axel, who met through K9s for Warriors, with saving his life in the face of debilitating symptoms.
Unfortunately, Axel’s work with a troubled war veteran and his official recognition as a Hero Dog didn’t seem to impress an American Airlines gate agent accused of preventing Haag from flying home with his canine companion Sunday night. Now, the American Humane Association is publicly shaming the airline for disregarding its policy on service animals.
“Service animals are absolutely essential to so many people who struggle with emotional and physical challenges,” said American Humane Association CEO Robin Ganzert. “While airlines certainly have the right to maintain appropriate protocols, these should not and cannot prevent life-enhancing and life-saving service animals from accompanying the people who so greatly need them. In this case, the airline did not even follow its own guidelines.”
The Humane Society says it is shining a light on this incident as a “wake-up call to all airlines.”
“We take these matters very seriously and are looking into what exactly occurred,” American Airlines spokeswoman Andrea Huguely told FlyerTalk. “Even though there was an issue with Capt. Haag’s and Axel’s travel we are very happy to say that Capt. Haag, his wife and Axel traveled with us, once again, yesterday. We have apologized to both Capt. Haag and his family, and are very appreciative of his service to our country.”
Huguely noted that, while there was some confusion about Axel’s status as an authorized service animal, at no point was Haag denied travel. Huguely reiterated that American holds the men and women who serve their country in the highest regard.
“American is involved in a wide variety of military charities that work to support our men and women in uniform, veterans and their families,” she expained. “Our initiatives include providing support to organizations such as the USO, Air Compassion for Veterans, Hero Miles and Snowball Express. Through these and more charitable efforts, American continues to help make a difference in the lives of those serving our country. It’s our way of honoring the bravery and dedication of those who serve — and have served — our country, like Capt. Haag.”
[Photo: Jason and Axel Facebook]
I, too, have seen the system abused. Passenger with small service dog needed wheel chair to board, thus ensuring him first on aircraft into front row of a JetBlue flight, but oddly, didn't need the wheelchair to deplane, thus ensuring he was first off. When forward restroom was blocked to due use by cockpit crew, same passenger got up and walked all the way back to rear restroom. Passenger and his human companion drank multiple bottles of wine during most of flight. I figured it out-- service dog was their designated driver. Same little dog was running around off leash at baggage claim while passenger and companion walked around pulling luggage of the carousel. What a racket.
Thank you Brian Grant. Having witnessed dogs running loose, off leash, in the DFW Admiral's Club while the owner happily chats away obliviously on their cell phone, I think the 'service animal' issue has gotten out of hand. Anyone with internet access, a beloved pet, and a credit card can get a certificate and a cute little vest for Fifi. I know everyone loves dogs, and have to have the ability to go anywhere or do anything, lest they leave Fifi at home, so I am certain my comments will attract ire. Like jtav559, I don't know what to do about it, other than karmic justice. Just don't have your dog drop one on the floor at the Admiral's Club. My sympathies lie with everyone working at AA, who have to deal with the traveling public and everything that comes along with that.
10 Foot Polls! Get your 10 Foot Polls here! This was, from what I can surmise, more an issue of lack of communication in regards to the status of the canine companion, than anything else. I mean, if he got through check-in and security with the animal at his side, I would tend to think that he passed some sort of check by airline/security/etc. personnel before he even got to the gate, where they verified any credentials or certificates for the animal. Not sure of the exact process, anyone care to enlighten me as to how one goes about it? Now, I would hope the gate agent was aware and educated on AA's service animal policy, as it is as commonplace as someone with another medical condition needing additional assistance. But I was not there and don't know the exact conversation that transpired. This does, however, open up the proverbial can of worms in regards to service dogs that help their owners with a legitimate medical/physical/mental limitation who are trained and taught to help with functions their owner cannot complete (opening doors, navigating, etc.), versus emotional support animals which, for the most part, do serve a purpose to their owners in a more passive manner. I am not discounting the validity of ESA's or cheer-leading against their use of efficacy, but they are systematically more prone to people abusing the system by claiming a non-physical condition that could, in theory, be faked, in order to get an owner's own personal dog (different than the assigned service dogs that are trained and then assigned to those who need them) approved to accompany them wherever they may go, with the same protections as someone who is in true need of a service animal. Like I said, I am not against ESA's as I have friends who I know are in legitimate need due to a variety of conditions, and have elected to have an ESA at their side. I also have seen and know of first hand, people who truly abuse the system for their own personal gain. Is it rampant? No. Is it happening? Yes, unfortunately. Does it cause people to second guess others with service animals? Yes. Is their a perfect solution? Not that I know of. Hopefully the karmatic deities that be take due justice on those who abuse the system. Capt. Haag, thank you for your service and sacrifice. I hope Axel can assist you for many years to come, he seems like a very good boy. Belly rubs for him.
Emotional Support Animals do not need to "do" anything, and with appropriate documentation from a physician they can and should be allowed ot fly. One cannot simply decide himself that he needs the animal, he needs a doctor to essentially prescribe one for him. In the situation where the animal is being held out as a service animal, then yes, the animal must "do" something. And airline personnel are instructed to ask "what does your dog do?" Many people seem to come at this from the "look at what everybody is getting away with" side of things. And sure, it would be nice if people didn't abuse the system. But we should keep in mind the rights of those who are disabled and who rely on their dogs. Do we really want to be interrogating handicapped people about their service animals? It's a bit like the justice system saying of "better 10 guilty men walk free than one innocent man be imprisoned."
This situation is a real conundrum and rather muddy. Setting aside this particular case, which I know nothing about, the matter of service dogs is being entirely mismanaged by society at large, especially airlines. I am a psychiatrist and very interested in the service dog epidemic. The rules are clear that service animals must 'do something',not just be something. In other words, being a dog is the main attribute of those animals that provide companionship and comfort (and I speak with personal knowledge as owner of a series of King Charles Spaniels). The emotional topic of Veterans and the diagnosis of PTSD can make people lose sight of the reality that what we often see are pets that indeed are comforting, are now being expected to be treated as a specialized service animal with the privileges that attach to it. AA should ignore the story of the individual and instead focus on the dog and what it is trained to do, and whether this classifies it as a service animal. In general, we have seen a veritable epidemic of dogs in public, sporting vests that can be bought online with no meaningful proof. We the public feel hamstrung in our ability to make incisive inquiry as to what a dog actually does and be able to verify such claims due to privacy issues. There is no certification required for the dogs and there is a surplus of unscrupulous providers who will sign off on anything. I love my dog but he does not impose himself on the public in stores, offices, airplanes and restaurants. If I were to suddenly claim depression and that my dog's presence is what allows me to function in society, whether I believe it or not, is this something that society at large be compelled to adjust to, or should I, a Veteran or anyone else have to learn to live without their pet by their side, which was indeed the case in general until very recent years. The government and airlines need to clamp down strongly with clarifying regulations, and requirements of proof of service training, and required documentation to accompany the dog. Another area that is problematic is the matter of working dogs. I once sat on a plane with an avalanche rescue dog. Very well behaved and no doubt that this is what it did. He was not a service dog by definition, though he was well trained and behaved on the plane. Should he have been in cargo? I don't know what the rules are, but we increasingly see dogs that have skills that are not personal service in nature, who are in public.