[nagdu] Access Denied on Airline

[Cindy Ray]

-----Original MessHere is what they say. I don't think this is totally
legal.
Service Animals

ACO accepts fully trained dogs and service animals. Service animals that are
accompanying a disabled passenger or government official will be carried at
no additional charge to the customer.

ACO can only carry one live animal per flight. Service animals will be
accepted on a first-come, first served basis.  In the event of two animals
present we will accommodate subsequent passenger(s) on the next available
flight(s) with human passenger. Service animals must meet the following
conditions:
A service animal must be identified as such.  Acceptable evidence includes
identification cards, other written documentation, and presence of
harnesses, tags or the credible verbal assurances of a qualified individual
with a disability using the animal.
Service animals must be controlled by the passenger traveling with the
animal.  If the animal cannot be controlled, ACO reserves the right to
refuse the boarding of this animal.
Service animals must be restricted to the passenger's area and must not
invade the area of another passenger.
ACO passengers who are traveling with a service dog will not be seated near
the exits for the safety of all passengers.  We must ensure that all aisles
and exits are not blocked in the unlikely event of an emergency.
Passengers who want to travel with an animal that is used for emotional
support must provide to ACO documentation from a licensed mental health
professional stating the animal is indeed needed for the service of a
passenger.  The documentation must be dated within a year of the scheduled
travel date.
Assistance animals in training will not be accepted by Carrier for
transport.
All animals traveling are the full responsibility of the accompanying
passenger.  ACO is not responsible for the behavior of any animal on board
our aircraft.

Cindy
From: nagdu [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Miranda Morse via
nagdu
Sent: Saturday, February 21, 2015 5:02 PM
To: 'NAGDU Mailing List, the National Association of Guide Dog Users'
Subject: [nagdu] Access Denied on Airline

Hello All, 

Flying home yesterday from Chicago O'hare airport I was denied access to fly
home on AirChoice One. I fly with this airline frequently because they are a
small airport in my town and I travel monthly. The first time I flew with
them I had had an issue but I was able to resolve it rather quickly and I
was able to catch my flight. 

Yesterday first the flight desk attendant demanded that I show her my guide
dog's paperwork. For 30 minutes we disagreed with her and tried to tell her
that they were not required, she made several calls to her supervisor and
other locations of AirChoice One and then they finally found out that they
could not require such paperwork. Then they denied us access because they
said their was another service animal already checked in for the flight.
They say that their baggage of carry policy says that only one animal can be
transported at a time. This is a very small airline and their planes have
only 8 passenger seats. So one hour later we had missed our flight. We tried
to contact their corporate office but because it was late Friday night their
was no one their, once again due to them being a small airline.  Their
policy does say that they are to offer the next available flight to
passengers when this occurs but there was only 1 seat available the next
day. So since we were only 4 hours from home we rented a car and drove home.
They did not even offer to accommodate us in a hotel. 

What steps do I need to take to be reimbursed for the flight tickets and
expenses of renting a car. Also what do I need to do to get this policy
changed in their airline so I do not have to ever have this happen again or
have it happen to someone else.  Is their policy legal. 

Any suggestions and assistance is greatly appreciated!
Thank you in advance. 

Miranda 



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