[GedMonster]

In June of 2007 my family and I had occasion to travel roundtrip from Boston to Seattle and back. For some reason we decided to try Alaska over JetBlue, the other carrier which offers nonstop service from Boston to Seattle (maybe that nonstop route was not available at the time-I can't remember). The entire experience was one big nightmare from start to finish, and I think Alaska Airlines deserves to have its dastardly ways exposed to the public.

Thank goodness that the flight to Seattle got us there in one piece. Not everybody was so lucky. At the check-in counter we observed that the flight had been totally oversold. 5 members of a tour group of about 10 or so had been arbitrarily left off the flight, and the airline staff was of no help to them, saying, "Well, you'll just have to meet up in Seattle." We never did find out what happened to them. Additionally, we began to see the true nature of Alaska's business qualities. The airline allowed a small dog to board the cabin and sit in a seat--mind you, while actual people had just been denied service. The dog defecated everywhere during the flight. When we asked a flight attendant in horror if anything would be done about this, the bitch just shrugged, smiled, and said, "Well, they paid for him (the dog)."

The return trip three or four days later made for the most traumatic experience I have ever had with an airline of any kind. Everything was going as normal until the check-in attendant handed us our boarding passes. Incredibly, we noticed that the four of us had been placed on "standby." I announced incredulously, "STANDBY?" The little snake behind the desk just shrugged and remarked, "That's what it says, isn't it?" Somehow we found our way to the customer service desk, where we encountered a creature like no other. She was an Asian female whose cold, glaring eyes instantly told us that more trouble lay around the corner. After she explained, "Overserring of frights is common probrem" (sorry about the accent and the slightly racist attitude--just want to make you feel like you were there...and yes, that's how she actually talked!), we demanded that she look up what other carriers had service to Boston that evening. After "typing something in," she declared, "Sorry, but no fright avairabre tonight." Resigned that there was nothing we could do but wait and hope that we would be put onto that flight or another one departing later. After waiting in dismay for about an hour, one of us who had a laptop decided to check and see if there REALLY were no other ways out of Seattle that night. What we found were astonishing. One or two other major carriers--I believe American and Northwest, but I might be mistaken--had available flights going to Boston! Problem was, they were located on other concourses halfway across the airport, and both left about 25 minutes from then. But, of course, we realized that one hour ago, when there would have been time to board one of those, we had been blatantly LIED TO by a so-called "customer service agent." As if a supreme being himself were present at Seattle-Tacoma airport, a lady at the gate called our names and gruffly presented us with four tickets to Boston on the next flight, which left at around 11 PM. Finally, the ordeal was over.

Upon returning to Boston, we decided collectively that it simply wasn't worth it to file a lawsuit against the airline (on the grounds that they violated Public Health Ordinances) for the shenanigans on the first flight. But what if an ill or immuno-compromised person had unknowingly sat in traces of excrement? Needless to say, a major problem could have arisen--and I doubt that the airline would have cared one bit. The company is clearly driven by a "profit at all costs" philosophy, and the unfeeling nature in which the staff conducts itself has clearly permeated all levels of the airline. Indeed, they seem to be unable to distinguish person from animal in ANY way whatsoever! Clearly, no would-be passenger is free from the ruthless way in which Alaska Airlines conducts its business. I urge all who are reading: DO NOT PATRONIZE ALASKA AIRLINES! This may happen to you! And even if it doesn't, you will be supporting a company which hasn't the slightest clue as to how to operate in any civilized manner. For the sake of all of humanity, please: FIND ANOTHER AIRLINE!

[jimworcs]

Being blatently lied to appears to be standard customer service in the Airline Industry. In future, check first, then go to the counter and ask to be placed on that specific flight.

[airhead]

I am sorry to hear about your experience and I am also sorry to tell you that other airlines are not much different in the way they conduct their business. I know American has a policy of not allowing a dog in a seat. But they too overbook flights.

I don't get the concept of of selling 170 seats to a 150 seat airplane. To an extent I understand that some people may not show up. But is a margin of error of 10% or so going a bit extreme? Much of the time, both employees and passengers confuse an oversold flight with a weight restricted flight. Often, weight restriction occurs when bad weather is in the equation. More fuel is needed to make up for the possibility of flying longer. That added weight means less passengers and bags. That makes it difficult when the rest of the day's flights are full. How many of those passengers are going to make it to their destinations? Especially when a flight cancels. That adds to the pool.

I am sure those wonderful vouchers issued minus the $30 face value (for airport tkt fee) cost less on the books and gives the customer an opportunity to come back again in the future for more adventure.

To avoid being put on stand by, get seat assignments when the reservation is made. If none are available, check in as early as possible within 24 hours. Do it on the first hour of that period! I know many seasoned flyers who do this. Good luck to you.

The thing that really puzzles me the most is the reputation of airlines' customer service and yet people still fly them by the millions every week. Perhaps the bad experiences are far, few and in between. As a front line employee, I witness many of the things mentioned on this site on a daily basis but it is hard to calculate approximately what percent on average the bad things happen to said passengers. I guess the it doesn't happen often enough for the rest of the public to boycott. Even with a weakening demand, the demand is still large enough to control the value of the supply.

[PHXFlyer]

I know that most airlines, including Alaska, do not sell seats for use by an animal. A pet carried in the cabin must be in an approved carrier and stowed under the seat for taxi, takeoff and landing. The only exception to the rule is if the animal is a "service animal." Unfortunately, the definition of a service animal has become very blurred over the last several years. Initially it was just seeing eye dogs. Now there are so-called "emotional assistance animals" which are expected to be treated the same way when traveling by air. In my opinion it is way too easy to have a regular pet declared an "assistance animal" for the sake of being able to transport it for free and without the kennel requirements of a pet.

I was boarding a flight once and saw a woman playing with a dog in the gate area. When it came time to board, she took a yellow "vest" out of her carry-on that said "service animal" (it almost looked home-made!) and placed it on the dog. I asked the gate agent, who I have known from taking many flights, what the deal was. He told me that most anyone can go to a vet and get a certificate for their pet to become an "emotional support" service animal. I told him that my observation was that this dog did not appear to have any training consistent with a service animal. I know from working with blind persons in the past that their dogs were highly trained and well behaved. This dog was all over the place and didn't even respond to the most basic commands. He told me he sees it more and more and that they have problems all the time with these so-called service animals disrupting other passengers and relieving themselves both in the airport and on the aircraft.

It's very possible that the person on your flight purchased a second seat for "themselves", which is perfectly OK, only to use the seat for the animal.

I do, however, have one question. The incident you describe happened 18 months ago. Why are you just getting around to posting this now?

[PHXFlyer]

Originally Posted by GedMonster

...When we asked a flight attendant in horror if anything would be done about this, the bitch just shrugged, smiled, and said, "Well, they paid for him (the dog)."

...I announced incredulously, "STANDBY?" The little snake behind the desk just shrugged and remarked, "That's what it says, isn't it?" Somehow we found our way to the customer service desk, where we encountered a creature like no other. She was an Asian female whose cold, glaring eyes instantly told us that more trouble lay around the corner. After she explained, "Overserring of frights is common probrem" (sorry about the accent and the slightly racist attitude--just want to make you feel like you were there...and yes, that's how she actually talked!), we demanded that she look up what other carriers had service to Boston that evening. After "typing something in," she declared, "Sorry, but no fright avairabre tonight."

...Oh and next time, leave your obvious contempt for women, Asians, Asian women, and airline employees out of your posts. Just the facts please. We won't tolerate your racist crap here.

[abutterfinger25]

Originally Posted by PHXFlyer

...
I was boarding a flight once and saw a woman playing with a dog in the gate area. When it came time to board, she took a yellow "vest" out of her carry-on that said "service animal" (it almost looked home-made!) and placed it on the dog. I asked the gate agent, who I have known from taking many flights, what the deal was. He told me that most anyone can go to a vet and get a certificate for their pet to become an "emotional support" service animal. I told him that my observation was that this dog did not appear to have any training consistent with a service animal. I know from working with blind persons in the past that their dogs were highly trained and well behaved. This dog was all over the place and didn't even respond to the most basic commands. He told me he sees it more and more and that they have problems all the time with these so-called service animals disrupting other passengers and relieving themselves both in the airport and on the aircraft.
...

The emotional support animal issue is a very tricky one. There are some passengers who actually need these animals to function and there are probably just as many who claim the family dog is actually a service animal in order to avoid additional fees.

The Department has released a guidance document for carriers on how to handle this issue. (available at http://airconsumer.ost.dot.gov/guidance.htm). Just saying "my dog is my service animal" may not be sufficient to allow the dog (or other animal) to travel as a service animal. The carrier can go as far as asking for documentation from the passenger's physician, not the dog's vet.

[Gromit801]

You know, I'm calling total BS on this one. Sorry, it's all made up. Just looking at the way it's written, you're trolling big time. Calling the employees everything but human, etc. And I know for a fact that airlines don't let dogs "defecate all over" because they have to stay in their carrier by law.

The only dogs that might get their own seat, would be a "Celebrity Dog" in 1st class, like Benji or Lassie, something like that.

If you have a problem with being lied to, clean up your act by not lying to us. I don't buy your story at all.

[abutterfinger25]

Originally Posted by Gromit801

You know, I'm calling total BS on this one. Sorry, it's all made up. Just looking at the way it's written, you're trolling big time. Calling the employees everything but human, etc. And I know for a fact that airlines don't let dogs "defecate all over" because they have to stay in their carrier by law.

Except in some unique situations, Service Animals do not have to be in their carriers during the flight. So yes, it is possible for a service animal to "defecate all over". However, an animal that is doing its business all over the place, is not a service animal since they are trained to behave and control themselves more than your traditional, run of the mill, pet.

[jimworcs]

Well yes, but the implication is that this dog was not really a trained service dog, so was able to defecate all over the plane, but I have to say... there an unlikely element to this story, and the tone suggest the author was interpreting events through the red mist...

the bitch just shrugged, smiled, and said, "Well, they paid for him (the dog)."

That quote might well be a response relating to the complaint that they had allowed a dog to travel whilst prevent people from travelling, but is a most unlikely response to a passenger complaining about a dog defecating "all over the place".

[PHXFlyer]

I wouldn't say that the OP was relating events too far from the truth. As I said up-thread I have seen dogs boarded as "service animals" before that were questionable.

I just flew a few days ago from NY back to PHX and there was a woman on the flight with a small dog for which she had no carrier. There was another pet which was in it's carrier also traveling in first class. Usually Continental limits the first class cabin to one pet but since hers was a "service animal" it trumps that rule. She made it very clear to announce in a loud voice to the FA "I have had the captain review my paperwork and this dog is a legit service animal." She then went on to chat with her seatmates in a voice that could be heard across the aisle that the pooch could detect when she was about to have a seizure and that's why she carried her as a companion. Now this dog looked to me like a ****zou-maltese mix. My family has had both of these breeds and although they are very sweet breeds with wonderful dispositions I don't think they could be smart enough to realize that there was an 8.5 earthquake happining let alone predict a seizure.

So it is my conclusion that the well-dressed woman who could obviously afford the pet fee took the time to go to her physician to claim her little darling as a "service" animal to circumvent the pet fee. I may be wrong but if her claim was true I hoped that the dog wouldn't detect a seizure while we were in the air because it probabaly would have meant landing at some ungodly place like Tulsa, OK.

[jimworcs]

I am not so sure it is always about trying to save on the pet fee, but rather that some people just don't want their precious little darlings to have to stay in a pet carrier! In Europe, I have never seen an animal in the passenger compartment of the plane. I did see a Guide dog for the Blind being placed in a dog carrier and presumably taken to the hold, whilst the blind passenger was escorted on to the plane by staff.

Given that the FAA requires all passageways to be clear and everything and everyone to be restrained in order to minimise the chances of injury in an accident, I am curious as to how they square this. ~Surely the possibility of a dog running frantically round the cabin in an accident could impede evacuation, or worse could be like a speeding bullet in an accident such as Sioux City.

Frankly, I don't think even service dogs should be unrestrained. The example of needing the dog to spot the seizure is curious. So, the dog spots an impending seizure. What then? Perhaps in the home, he might warn the owner who can call an ambulance, or put themselves in a comfortable position. What exactly will the dog or owner do at 30,000 feet? I would expect that a FA could spot a seizure too and react accordingly. Unless the dog was going to get a teeth guard, put the passenger in the recovery position, and stroke her forehead in a reassuring manner, I think he should be in a carrier.

[PHXFlyer]

For the blind and deaf/hard of hearing an assistance animal is their link to the "outside" world. I know from firsthand experience that these dogs are trained to handle and assist in the evacuation of their charges during an emergency. They are all trained to do so. Like you said, the "emotional assistance dog" isn't and IMHO (in my humble opinion) would actually impede egress from an aircraft when speedy evacuation is the key to life or death.

But as we are now a "P.C." society we must allow anyone who, in the estimation of their "shrink" with 2 years post-graduate study, can't live without their tea-cup Poodle or Maltese, can't survive the rigors of a three-and-a-half hour flight without constant contact with said animal without becoming a basket case in-flight...OMG we better accommodate this very disturbed person or else we'll be in a lot of trouble.

In Salem persons who said their stability relied on the pets (dogs and cats) they kept were burned at the stake. Maybe they weren't so crazy?

[jimworcs]

I don't know if I am feeling unwell PHXFlyer, but I have just agreed with everything you have written in that last post.! However, in a Sioux City type emergency, it is unlikely that an unrestrained Guide dog for the Blind would still be with the owner in the event of an evacuation.