American Airlines reminding its customer service agents on Tuesday that passengers who want to travel with an emotional support animal have to complete all the paperwork which is now required to do so, and have it approved, at least 48 hours prior to travel.
- American Airlines will not approve documents on the day of travel
- If they show up with an emotional support animal that hasn’t yet been approved, they are to be denied travel. They can rebook for a future date, but have to pay change fees and any difference in fare.
There’s a loophole though. Customers wishing to travel with an emotional support animal, showing up at the airport without pre-approval, can do so if they pay more money to American Airlines.
That’s because “[t]he only exception to [the advance paperwork] policy is when the customer has booked their reservation within 48 hours of departure, which did not allow time for SAC to pre-approve their documents.”
Customers without pre-approval have to buy a new walkup ticket. Then agents at the airport can call “the Complaints Resolution Officer (CRO)..to verify the documents.”
Put another way, American Airlines can approve emotional support animal documents when a passenger is at the airport on the day of departure. However they’ll only do so for a new ticket purchase.