1. Sees an unruly dog, suspecting it is not a real ESA or service animal

2. "Hi, cute dog you have there, is he a service animal?"

3a. "Cool an ESA - just so you know, ESA's really aren't permitted off leash or out of kennel unless beside you or on your lap, as it defeats the purpose. Even service dogs don't get to wander. I know you're legit, but I have a friend with an ESA and they say how people overstepping their rights make everyone look bad." Ask to see their BP if you're ballsy, which would generally say MEDA, not PETC.

3b. "Cool - service animals are expected to remain 'on duty', and it seems he may not be"

4. "I understand, but the only reason a service animal should be off leash and away from handler is because you are having an episode and he's going for help. You probably don't want someone calling emergency services unnecessarily." FYI This BP may say MEDA, maybe nothing.

5. Politely remove yourself.

6. If situation persists, inform MLL staff.

7. If you feel confident the dog is being masqueraded as a service dog, and you feel empowered for someone to have a very bad day, find the airport's non-emergency police line...

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ALTERNATIVE PAX PROCEDURE:

1. "Hi, are you okay???!!"

2. "I was really worried and I have called emergency services. In <insert your state/province> the only reason a service animal of any type would be away from their owner is if they were trying to call for help. Are you sure you're ok?"

There's likely poor training for staff on this issue. A staff process should be something like:

1. Dog comes in off leash, or pax not holding harness
a. Is your dog required because of a disability? If yes, What work is it trained to perform?
b. Given satisfactory answers, but unsatisfactory appearance (no vest/harness) or behaviour of dog, lightly inform pax that authorities have been called in prior instances if the animal acts in untrained manner (eg wandering around the lounge). It is a public area, and the dog must remain "on duty".
c. In addition a service animal would have been registered ahead of time and would be indicated on the BP/ticket remarks. If it's not, then it's not a service animal and should never be off leash or harness.

2. Dog comes in on leash/harness
Same as above, though obviously can add the: should remain on leash bit.

3. Dog comes in in carry-on kennel
a. "That's a cute pet you have! Just so you know, our policy is X" (which requires your pet to stay in its kennel while in the food area, whatever)
b. Pax says it's an emotional support dog. "In that case, while outside of the cafeteria area, you can have it on leash or on your lap. But if it's wandering around you may be asked to leave.

And in the cases where there's an issue with a claimed service animal:
a. Check BP/ticket remarks
b. Remind pax that dog must remain on duty/in carrier etc as appropriate
c. Inform/remind pax that it is an offence to pass as a service dog
d. Call authorities

Or something like that. Pretty basic stuff.... although maybemployees thought they'd only be interacting with the well behaved pax?