Flight is worse than their bark

Qantas digs in its toes over its service dog travel policy

Three Waikato families have been stung with a $33,000 bill after the Autism Assistance dogs they spent two years fundraising for were blocked from boarding a Qantas flight at Los Angeles Airport.

Sonya Ewens, whose six-year-old son Sloan received one of the dogs to help with his autism, said the families were "devastated" by the incident.

"We were still fundraising the final $6000 for the original fare. The thought of another two years fundraising is really too much."

The three trained service dogs from the 4 Paws For Ability centre in Ohio, had already flown alongside their handlers on two American Airlines flights when Qantas Airways staff refused to let them board at LAX on July 13.

Centre executive Karen Shirk said she had bought the original $10,000 American Airlines tickets online and had confirmed with the airline that service dogs were allowed in the cabin with passengers.

But the 47-year-old, who started 4 Paws 10 years ago when she had trouble finding her own service dog, said the Los Angeles to Auckland leg of the flight was code-shared with Qantas who did not know anything about the dogs.

Ms Shirk pointed out her tickets did not state the flight was code-shared and she could not have known to call Qantas about its service dog travel policy.

She said ground staff insisted the animals have written proof from 4 Paws that they were service dogs.

"I said `I'm the executive director of the agency. I can vouch for them right now.' But no."

After a 20-minute argument at the boarding gate, the group's bags were off-loaded and the plane departed.

The group checked into a hotel, determined to keep their promise to the three Waikato families to deliver the dogs, but the battle was not over.

During the next three days Ms Shirk was told by Qantas she would have to pay for six economy seats (three extra for the dogs) and the earliest available flight was July 20 because, Qantas said, it would need dog certificates which would take it six days to process.

Finally the group decided to transport the dogs in the cargo hold and upgrade to business class, just to get an earlier flight.

"We were desperate at that point so I put it all on my credit card. I will never, ever fly Qantas again."

Ms Shirk ended up paying almost $30,000 on top of the original ticket price for two business class seats and one economy.

"I was livid. They just didn't want us on the plane with the dogs. It was pitiful."

Since the incident, Ms Shirk has tried to make a complaint with both airlines.

Though 4 Paws had covered her costs, she has had to ask the three Waikato families to fundraise the extra $33,000 because the not-for-profit organisation needed the money to help other families.

Mrs Ewens said not only had the incident left the three Hamilton families with debt, it had also hampered their training with the dogs which was cut from seven days to four.

Mrs Ewens called on Qantas to reimburse the fares.

Qantas said it allowed service dogs to travel in the cabin if they were registered, such as guide dogs, hearing dogs, mobility assistance dogs or any other dog that a person with a disability required to help them with their travel.

"The passenger must carry and present a recognised Service Dog ID card or documentation at the time of check-in," a spokeswoman said. "In this case, although Qantas operated the flight, the passengers travelled as customers of American Airlines.

Therefore, American Airlines has responsibility for booking, ticketing and providing passengers with information."

She said Qantas would investigate the way the matter was handled and contact the customers directly.