Heubner enjoys observing the interactions between volunteer teams and passengers. “The dogs bring strangers together,” she says. “We’re often afraid to talk, or are on our devices, but with the dogs, people are sharing stories and photos of their own dogs, talking about where they’re going. I never get tired of watching them. Sometimes my face hurts from smiling so much, watching them in action and listening to what the passengers are saying.”
Therapy teams are also called upon to calm passengers when things don’t go as planned, Heubner notes. “One day, a f light was cancelled. A f light attendant asked if one of the dogs could visit with the passengers. The passengers loved it, were saying, ‘Who cares that we’re delayed! It was worth it to see the dogs.’”
Airport therapy dogs come in all sizes and breeds but the thing they have in common is that they’re all certified by one of the country’s therapy-dog organizations; for example, Charlotte and LAX use teams certified by the Alliance of Therapy Dogs. New teams do an initial walk-through at the facility to make sure the dog is comfortable with the noises, smells and crowds of strangers. If that goes well, they’ll go through a more thorough vetting, with the human half of the team undergoing background and security checks. Once approved, teams typically work one day a week.
Dog-loving passengers rave about the programs. A letter sent to the Charlotte program expresses an often-repeated sentiment: It was like having my pups with me though they are miles away. The stress that is lifted when you see and touch a dog, it’s indescribable and it was the best part of my trip today. I cannot thank you, the staff that implemented the program, the handlers and the dogs enough for this remarkable program.
Clearly, these programs are positive for passengers and airport staff, but they’re also proving beneficial for the handlers. “Max has made me a better person,” says Fred. “I’m not a very social person, sort of a lone wolf, but taking Max to the airport has gotten me out and around people, improved my social skills. And it puts me in a good mood. Last week I had a bad day at work. I took Max to the airport and came home in a totally different mood.”