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25.10.2026
What to do if your pet is denied boarding
Step-by-step advice: how to handle check-in, which rules to show and how to get the airline's refusal on record.
1. Don't argue emotionally: ask for a senior member of staff
Calmly ask for the supervisor (station manager).
2. Show printed copies of the official rules
- the airline's rules for carrying animals or service dogs;
- the import rules of the destination country.
If you know in advance that you're flying to a difficult destination (Hawaii, Japan, islands, the Middle East, certain countries in Asia or Latin America), we recommend preparing ahead and gathering the documents that govern air travel with animals.
3. Record everything you can
The more information, the better:
- staff names, the time, the check-in desk, the flight number and date;
- if possible, a video or audio recording (where this is not prohibited by law).
4. Ask for the refusal in writing
"Please record your refusal and the reason in writing or in the PNR."
5. Only accept documents as grounds for refusal
Only accept the following as grounds for refusal:
- a specific clause of the rules;
- an internal instruction;
- a reference to a document.
6. File an official complaint
If the rules were broken, take the time to file an official complaint with the airline through its feedback form, by email or via its corporate portal.
This is more than a formality. The more often an airline hears about staff handling things incorrectly, the sooner management notices the real problem and changes its internal processes.
This article is for guidance only.
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