Passenger with Disabilities in Airport Clash Over Service Dog
A disabled woman has publicly condemned Southwest Airlines after a distressing incident at San Diego International Airport. Erinn Hoyt, who lives with cystic fibrosis, diabetes, and has undergone a double lung transplant, alleges the airline improperly barred her service dog from a Monday night flight.
The dispute began when Southwest staff reportedly informed Hoyt they were denying her service dog boarding approximately ninety minutes after her initial check-in at 7:01 PM. According to the airline, the animal had defecated near the check-in desk—an allegation Hoyt vehemently denies.
'Largest Gaslighting Experience of My Life'
In emotional online posts describing the encounter, Hoyt characterised the situation as the 'largest gaslighting experience of my entire life'. She expressed complete bewilderment at the accusation, stating her dog remains physically attached to her at all times due to her medical needs.
'I wear him attached to my hip. He's been attached to my hip the whole time. I think I would notice if he had an accident,' Hoyt asserted. She questioned how she could have missed such an event, adding 'I just don't see it? Didn't smell it? Nothing?'
Hoyt further challenged the airline's timeline, noting the significant delay between her check-in and when she was notified about the alleged incident at 8:36 PM. 'Why did it take them an hour and a half for somebody to contact me?' she asked.
Flight Access Granted Under Protest
Despite the confrontation, Hoyt's dog was eventually permitted to board—but under significantly different conditions. She alleges Southwest charged her $150 and required the animal to travel in a carrier rather than performing its trained duties.
'He's trained to sit on me to alert me if there's a problem,' Hoyt explained, highlighting how the carrier restriction prevented her service dog from performing its medical alert functions during the flight.
In follow-up communications with the airline, Hoyt sought two primary resolutions: a refund of the $150 fee and assurance that her service dog wouldn't face future travel restrictions. She claimed Southwest initially removed her dog as an approved travel companion before reinstating the status.
The incident raises questions about service animal policies and verification processes. While advocacy groups like Canine Companions have warned about widespread abuse of service dog exemptions, there is no suggestion that Hoyt's animal isn't a legitimate service dog.
Southwest Airlines' policy permits 'fully trained' service dogs that work for disabled individuals, requiring passengers to complete a service animal air transportation form beforehand—which Hoyt confirms she provided. The Daily Mail has contacted both Hoyt and Southwest Airlines for additional comment.
