Comment: Dear American Airlines,
I called yesterday to inform you 48 hours in advance that my husband, a
combat injured OEF veteran, would be traveling tomorrow, Friday, December
21, with his service dog. I followed the instructions on your website to a
T, called the number listed, and got a customer service representative.
When I spoke with her, she told me that she could not assist me with my
issue (there wasn't an issue...I was just calling to make the airline
aware that the dog would be with us...) and then placed me on hold for 16
minutes while I waited to speak with a supervisor. After she returned to
the phone, she told me I would not be able to speak with a supervisor, and
that actually a member of your Disability Services Department would need
to call my husband--that my word wasn't sufficient proof. And so, we
waited for the phone call. The appropriate person called 2 hours later and
informed my husband, a combat injured OEF veteran who has the service dog
for mobility issues and also to help with his PTSD, that he would need to
pay $125.00 each way to have his service dog fly with him along with
"proof" of why he needs the dog. Are you aware that according to the
Americans with Disabilities Act of 1990 it is unlawful for an airline to
charge a handler of a service animal any money to fly with their licensed
service animal? We are. In fact, we know everything we are entitled to,
with this service animal. I fly with you almost exclusively for my job. If
you check my name you will see copious amounts of frequent flyer miles. If
we get to the counter tomorrow morning and an airline representative
attempts to charge us for our dog, we will, indeed, pay the fee
respectfully, but you will have lost a long time customer as well as
initiated a law suit.
Aimee Rebecca Fite
Her initials are ARF?
My blind friend travels pretty regularly with her guide dog and I don't think she's ever been charged or had any other problem.
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