12/17/2025
American Airlines’ service animal policy is fundamentally broken. The information published on its website directly conflicts with Department of Transportation regulations, and gate agents are enforcing these contradictions without understanding the governing law. Rather than correcting its misleading policy or properly training its employees, American Airlines allows gate agents to deny boarding and customer service representatives—who appear unable or unwilling to read and apply their own rules—to deny passengers their rights. Requests for a supervisor were improperly refused, demonstrating a systemic failure in customer service, training, and regulatory compliance.
