During the recent Thanksgiving weekend, one family’s travel headaches were made even more unpleasant because of American Airline’s treatment of a service dog and the people with him. The family was forced to get off the plane when a manager came on board and told them the dog was too big.
Chug is a 110-pound Labradoodle and a service dog who goes everywhere with twelve-year old Bryant. The dog’s job is to detect an oncoming seizure and to assist the child during the seizure. The family had no issues on the other three flights with Chug during their travels and had completed all the paperwork required in order for him to fly with them. Before being forced to deplane, a flight attendant had told them that the dog had to be under the seat, and the family complied with that request.
Because they were kicked off the plane, they had to stay overnight in a hotel on Thanksgiving, and were booked for a flight the next day that went to St. Louis, Missouri, which is three hours from their home, instead of to Evansville, Illinois where they live. They rented a car, drove three hours, and had to return the car to the airport as well.
American Airlines is looking into the incident, which occurred on a flight operated by a regional carrier. They have apologized to the family, who has been contacted by customer relations. Even taking into account the low standards most people have of airline’s customer service, the way this family was treated fell far short of expectations.