Assistance Dogs Australia calls for airlines to make changes to better support people with disabilities

There is a push for major changes to the way people with disabilities who have assistance animals are treated in Australia — including on flights.

Assistance Dogs Australia’s chief executive has called for a nationally consistent framework for assistance animals, as people with disabilities are being refused access to venues and transport.

While federal law makes it illegal to discriminate based on an assistance animal, the accreditation of these animals is left to state and territory laws.

“There is no national register,” said Assistance Dogs Australia chief executive Tim Taylor.

“So as somebody [working] at an airline or hospitality … I can’t go anywhere to actually look and confirm this animal is registered.”

Assistance Dogs Australia is a non-profit providing assistance dogs to people with disabilities at no cost.

Their clients include people with physical disabilities as well as those with complex autism or severe post-traumatic stress, with their dogs certified by Assistance Dogs International (ADI) and reaccredited annually.

Assistance Dogs Australia chief executive Tim Taylor (left) said inconsistency and lack of education on assistance animal law causes stressful situations for people with disabilities. Photo: Qantas

With no nationally consistent framework or register, businesses often vary in their approach or misinterpret state legislation. This leads to people with assistance dogs being turned away from services.

Mr Taylor said clients of Assistance Dogs Australia experience an average of three service refusals annually, usually from restaurants, hotels, shopping centres and transport services.

“We need a national register of assistance dogs,” he said.

“Because ultimately it’s people with disabilities who are being refused access — that is the consequence.”

The Department of Social Services said while states and territories are ultimately responsible, the Commonwealth government is working “to develop national principles for the regulation of assistance animals”.

“The disability, and broader community, will be further consulted on the draft national principles and implementation as this work progresses,” the department said.

Airlines don’t know if an assistance animal is accredited. Photo: iStock

Without a national register, air travel presents significant issues for people using assistance dogs.

In October 2023, Qantas was sued in Federal Court for disability discrimination after refusing to allow a Sydney woman’s assistance dog on a flight. The claim was later settled.

The airline has since partnered with Assistance Dogs Australia.

A Qantas spokesperson said through the partnership, the airline is “hoping to make travel more accessible for people with disability and raise awareness about the work of their organisation and the vital role they play in helping people every day.”

“We are also committed to educating our cabin crew and airport staff to ensure they are well-informed and equipped to support travellers with assistance dogs throughout their whole journey.”

Mr Taylor said his organisation want to “improve the flying experience for our clients and our dogs”.

“Not just the ones who already travel frequently and feel comfortable doing so, but for those clients who have never travelled before, who have never felt comfortable to take their loved ones on a holiday for the fear of being a burden, or the worries of flying with an assistance dog.”

Qantas has partnered with Assistance Dogs Australia to raise awareness of their organisation and to support people with disability to fly. Photo: Qantas

A Qantas spokesperson said the organisation is “committed to educating our cabin crew and airport staff to ensure they are well-informed and equipped to support travellers with assistance dogs throughout their whole journey”.

Qantas and Virgin Australia recognise dogs from organisations accredited by ADI.

A spokesperson from Virgin Australia said they are “committed to ensuring the travel experience is safe, accessible, and dignified for all guests”.

“We have a policy for travelling with approved assistance animals and train all frontline staff on this policy,” the spokesperson said.

Have you had a negative experience with your assistance dog that you would like to share? Email: [e-mail]

Originally published as Assistance Dogs Australia calls for airlines to make changes to better support people with disabilities