Stressful experience accessing connecting flight with assistance animal

George* lives with anxiety. His assistance dog, Bonnie*, is recognised by various accreditation agencies at both state and federal level. George carries an accreditation card for Bonnie at all times. Bonnie assists George by alleviating symptoms associated with his mental health condition. 

George lodged a complaint of disability discrimination with ADNSW, after a stressful experience trying to confirm a pre-booked connecting flight with an airline. ADNSW investigated the matter by getting information from each party.

George said he was initially provided with incorrect information by a customer service officer (CSO) of the airline. George said the CSO incorrectly advised that he was unable to travel with an assistance animal, even though the flight with Bonnie had already been prebooked. George then had to spend significant time, while in flight, trying to counter the refusal to ensure he could board the connecting flight with Bonnie. He was told in an online chat with another CSO that the first CSO had provided incorrect information, and that he could travel with Bonnie. However, this CSO incorrectly advised that he would have to pay for an additional seat. George said that he had already purchased the ticket online and he should not be charged for an extra seat. When George reached the counter of the connecting airline, staff there were able to rectify the issue and George was able to board with Bonnie.

George said the initial refusal and time taken to ensure he could board the connecting flight with Bonnie had been extremely stressful. George also said that he did not receive a satisfactory response to his later complaint to the airline. 

The matter was resolved at a conciliation conference when the airline agreed to provide George with a private apology for his experience, and an agreed monetary settlement amount. The airline also confirmed that training had been provided to the relevant staff.

*Names have been changed to protect the privacy of the individual