Mexicana Airlines and Descrimination to People with Service Dogs

[GAOMariposa]

Hello everyone. I just wanted to post the horrible things Mexicana Airlines did to me this past weekend when I wanted to fly back home with my service dog. I know other people have had bad experiences in the past, so I just wanted to warn everyone about what to expect.

Well, back in April I flew with my dog and a letter from my doctor stating that she was a service dog and that she needed to be with me on the plane in the cabin. Mexicana's policy is to not allow pets in the cabin in flights greater than 3 hours. So that is why I got that letter from my doctor. Well, while I was checking in, I presented my paperwork at the counter and the man working at the counter actually asked my what my health condition was. I told him that it was private and my letter stated everything they needed to know. He said it was okay and then talked to his managers about what to do. They were really nice, that time. They even changed my seat so that I could have more leg room so my dog could sit at my feet. Overall, the flight crew was very nice to my dog and me. One of the flight attendants even asked her if she wanted coffee. The return trip did not go well. They kept asking me for my letter from my doctor, which isn't that big a deal, but they then said that my dog had to wear a muzzle and be in her carrier. I explained to them what their website said and what the main office in Mexico D.F. had told me when I asked him what the requirements were. The requirements are that the dog must sit at the owner's feet, wear a muzzle and a harness. They said that it was dangerous for my 4lb dog, wearing a muzzle to be outside of her carrier. So I had no choice but to put her in her carrier for the whole trip.

Now, I traveled again with them 3 weeks after this last trip and their policies changed overnight, without any prior warning on their website. When I got to the airport, they asked me if I had already paid the fee for having a pet on the plane. When I told the lady there that she was a service dog they said they charged all animals, whether they were service animals or not. I explained to her that I had checked their website and it didn't say anything like that. She said it was a new policy and that it had not been changed on their website. After I told her that, she left. That was really weird for me.
When I got to the counter, it took them a good 30 minutes to talk to management, etc. about my dog. When I was about to board the plane, they told me that they didn't allow any kind of animals in the cabin, per their policy and that this time the pilot was allowing me to take her on because of my doctor's note. But that she had to stay on my lap the entire trip and I had to be moved to the very last row of the plane. I didn't argue with them because they were allowing me to take her with me in the cabin. But their policy clearly states that service animals are allowed in the cabin.

On the return flight, that was the most humiliating, discriminating thing I have ever been subjected to. When I got there, I presented my doctor's note as well as my dog's records. The ticket counter lady said that dogs weren't allowed on the plane. Again, I explained to her that I had already flown with her and that she was a service dog and that their website stated that it was okay for a service dog to be in cabin. They went to the management again and then a lady came out and asked me what my health condition was. I told her that it was on the letter and that it was private. She kept insisting that she needed to know or I wouldn't be able to fly if they didn't know what was my condition. They said it was for the safety of the passengers on board. I had to tell them, despite how embarrassing it was for me to say it in a full airport. They then asked me what medication I was taking and that they needed to see it. Again, something that I was sure was illegal. I told them that I was not currently on medication, but my doctor was treating me and the dog was part of the treatment. The manager then I needed a note from my doctor saying I was okay to fly. I had never heard of this. This was my 3rd time flying with my service dog and they had never asked me for a letter and their main office did not tell me I needed one. They said I just needed one for my dog from my doctor. So the manager said kept asking me how I felt because he didn't want to hear about the plane needing to make an emergency landing somewhere because I was having a problem. I told him that I was okay to fly and that this was my return trip and that no one had ever said I needed a letter. Finally, they agreed to let me on the plane with my dog.

I'm sorry for ranting like this, but I needed to let other people know what this airline does. They change their policies from airport to airport and from week to week. Even showing them some forms I had printed from their website, stating their policy, they still went back on some of the policies printed there. I suggest if you need to fly to Mexico, chose another airline. This was so humiliating for me and I never want to fly with them again. Thanks for listening to this.

[Nikitta34]

Thanks for sharing your experience. I'm so sorry they treated you like that. It's so hard being out of the US because you never know what policies carry over, like the anti-discrimination laws. I haven't tried to take Meg on Korean Air for the very same reason. I would rather pay more for a ticket on a crappy United plane (as opposed to a luxiourant Korean Air plane) just so that I can deal with a US company and know what the policy is.

[LuvMySissy]

I would at least write a detailed letter to the airlines management and let them know how you were treated. It doesn't sound like any policies had really changed - just that those particular attendants aren't really informed and do not want to allow animals on board.

It probably doesn't help you in Mexico, but in the US we have the ADA (American's with Disabilities Act) which governs such policies. Any violations of this policy are a very big deal and easily reportable. Asking what your condition is and qhat meds you are on, and asking to see your meds are definitely violations. With US airlines, a service animal sits at your feet, but they are not muzzled. With an emotional support animal (which is sounds like you have), they are allowed on your lap the entire flight - they don't ever have to be in the carrier and they definitely are not required to be muzzled.

[GAOMariposa]

Thank you everyone for the support. I was wondering if I should write the management and explain to them what happened. I believe my dog would be an emotional support animal. I don't know if there's that distinction in Spanish, with a service dog. My doctor wrote service dog in my letter. But it was just so frustrating and embarrassing. And the problem is that that is the only airline that flies directly to my destination. Anything else and I would be stuck in a 15 hour flight, which doesn't help me or my dog. And the thing that really upset me is that I called the main office directly to a man in charge of service animals and pet transportation and I asked him what I needed. No one ever mentioned a letter for myself. Now that I think about it, I could have argued with them saying that lots of people with the same conditions or worse ones, fly with them all the time, but the passengers never make it apparent to them, because they are not traveling with a dog.

I guess one option would be to speak to the person in charge of service animals and pet transportation again and have him verify everything and then explain what happened and if there's anything he could do so that I don't have to go through all of that again.

The muzzle policy is really weird. It's the only airline that I have seen that requires this. All animals that travel in cabin, which are only service animals, have to be muzzled. What's kind of funny, sort of, is that the muzzle I bought my baby is the tinniest one available and it still fits her big. She can open her mouth and everything, so if she tried to bite someone, which she would never do, the muzzle wouldn't help. <sigh> But thank you for the suggestions. I will write a letter, although I doubt it would do much good. I feel they have me on some black list now at that airline, especially since they keep photocopying my doctor's note.

[GAOMariposa]

Originally Posted by Nikitta34

Thanks for sharing your experience. I'm so sorry they treated you like that. It's so hard being out of the US because you never know what policies carry over, like the anti-discrimination laws. I haven't tried to take Meg on Korean Air for the very same reason. I would rather pay more for a ticket on a crappy United plane (as opposed to a luxiourant Korean Air plane) just so that I can deal with a US company and know what the policy is.

I want to get the word out so people know what to expect if they ever fly this airline. I would like to fly another airline, but it's so hard to get a short flight. All of the flights are super long. I guess I could look into other airports, etc. It's just that the airport is really close to home, not crowded, no traffic, etc., versus flying into a much larger airport that's super busy. But I guess it would be better than dealing with Mexicana again.

[GAOMariposa]

Just a quick question: Does anyone know if it's required to carry a letter from a physician stating that it is okay for someone with a condition to travel? I thought that if I was traveling with my dog, then she was the one who required the letter, stating she was a service/ therapy animal and that was it. But this last time, Mexicana wanted me to have a letter from my physician stating that I was okay to travel. Their website is so confusing. But does anyone know if this is usually required of people traveling with service animals? Thanks for the help.

[Nikitta34]

No, that is illegal, at least in the US. Your dog needs a letter stating that you require him/her during the flight and that he/she is your SERVICE DOG (not a pet). YOU do NOT need a letter stating that you are "safe" to fly.

[Nikitta34]

And if I were you, the management would be getting a very strongly-worded letter from me.

[GAOMariposa]

Originally Posted by Nikitta34

And if I were you, the management would be getting a very strongly-worded letter from me.

Wow!!! When I read your reply my mouth dropped open. I didn't know that was illegal. I knew it was illegal for them to ask me about my health condition. The weird thing was that when they did that to me in Mexico at the airport, I told the person behind the counter that it was illegal for me to ask him and he said, "oh, that's fine." And it was in the States where they practically threatened me with not allowing me to board if I didn't tell them what my condition was. Gosh, I can't believe this. But thank you for the information. Now I know. But since it is a Mexican airline, do the same laws apply?