Here are AA's policies on Service Animals, and specifically Emotional Support Animals.
http://www.aa.com/aa/pubcontent/en_U...iceAnimals.jsp
Service Animals
American Airlines and American Eagle welcome service animals used by persons with disabilities. An animal may accompany a customer with a disability in the aircraft cabin, provided the animal can be accommodated without obstructing an aisle. Service animals may not block an aisle or other area used for emergency evacuations.
There is no fee for service animals used by customers with disabilities. A harness, tag or vest indicating status as a service animal will be helpful in distinguishing them to airport personnel. However, credible verbal assurance that the animal is providing a service to assist with a disability will suffice should an inquiry be made.
I believe we have found a big motivating factor for some passengers to lie about their pets being "emotional support animals"--waived pet fee.
Emotional Support Animals
Emotional support service animals are service animals that provide emotional support to an individual with a mental health-related disability. Per the Department of Transportation, we require appropriate documentation to permit emotional support animals to travel in the passenger cabin.
Advance notice is strongly recommended to ensure all paperwork is in order. Specifically, we require a letter on letterhead from a mental health care professional (physician or psychologist) stating the following:
*that the passenger has a mental health-related disability
*a mental health-related disability (any individual who has a mental impairment that, on a permanent or temporary basis, substantially limits one or more major life activities, has a record of such an impairment, or is regarded as having such an impairment)
*major life activities (functions such as caring for one's self, performing manual tasks, walking, seeing, hearing, speaking, breathing, learning, and walking)
*that the person providing the documentation is a licensed mental health care professional or physician
*that the passenger is under his or her professional care for the mental health related disability for which the passenger needs an emotional support animal
*and that having the animal travel with the passenger is necessary to the passenger's mental health and/or treatment or to assist the passenger with his or her mental health-related disability
All of the above specific criteria must be provided to accept your emotional support animal for travel in the passenger cabin. To make arrangements for the transportation of an emotional assist animal, please call Reservations at 1-800-433-7300 and ask to speak with a Special Assistance Coordinator.
According to AA's policy, it is
not a judgement call at the time of embarkation as to the credibility of an animal qualifying as an emotional support animal. In that case it must be documented.
Only service animals (like seeing eye dogs), where the evidence of their training is so obvious as to not require documentation, can skate through the gate without documentation (which I'm sure that the owner has available on him anyways).
If service animals are disruptive or too large to fit under the seat or at the passenger's feet without encroaching on another passenger's space or protruding into the aisle, it will need to travel in a kennel (provided by the passenger) in the cargo hold. The kennel must meet IATA kennel and size requirements for the animal.
The dog shown in the photograph appeared to be "too large" and should have been put in a kennel in the cargo bay.
While most/all seeing eye dogs are also that large, they are sufficiently trained that I would never question their presence in the cabin.
We are looking at the untrained pet being brought on in violation of policies and regulations.
And ammo to include in the letter/e-mail/phone-con requesting compensation.
Steve