Florida Times Union
January 12, 2017
A St. Augustine combat veteran’s fight with an airline that forced him off a plane due to his service dog is bringing about change across the country, according to Times-Union news partner First Coast News.Veteran Sgt. Kevin Crowell and Bella are pictured. (First Coast News)
The U.S. Department of Transportation released a consent order Monday, finding American Airlines violated the Aircraft Carrier Access Act by failing to properly train employees on disabled passengers with service animals. The order requires American Airlines to implement new training for all gate agents and reservation agents within 30 days.
Sgt. Kevin Crowell, a disabled combat veteran, filed his formal complaint against the carrier in 2014. Crowell was traveling to Key West with his wife along with his service dog, Bella.
According to the complaint, a flight attendant told him pets were not allowed in the bulkhead (front of plane), referring to his registered service animal. Despite having reserved an airline ticket online as a passenger with a service animal, an error in proper coding created a dispute on the flight. Crowell was asked to deboard the plane, an action his complaint said aggravated his post-traumatic stress disorder.
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