How can you improve the customer experience for passengers with service animals?

Service animals are more than just pets for many passengers. They provide emotional support, assistance, and comfort for people with disabilities or special needs. However, traveling with a service animal can also pose some challenges and inconveniences for both the passenger and the airline staff. How can you improve the customer experience for passengers with service animals? Here are some tips and best practices to follow.

1 Know the rules

Different airlines and countries may have different policies and regulations regarding service animals. For example, some airlines may require a specific form of identification, certification, or documentation for the animal, while others may not. Some countries may have quarantine or vaccination requirements, while others may not. It is important to research and understand the rules before booking a flight, and to communicate with the airline staff and the destination authorities if necessary. This can help avoid any confusion, delays, or complications at the airport or during the flight.

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Luciene Gazeta

Director of Matriz da Comunicação Assessoria - Journalist | Public Relations | My purpose is to create COMMUNICATION STRATEGIES with a focus on results | Performance in Agribusiness since 2003
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Estar previamente informado e com antecedência adequada para se atentar a itens que necessitam de programação como, por exemplo, vacinação ou uso de algum item de segurança.

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corinne chabillan

Assistante au Ministère à la transition écologique et des territoires
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Améliorer l’expérience client pour les passagers accompagnés d’un animal d’assistance est essentiel pour garantir leur confort et leur satisfaction. Voici quelques conseils pour y parvenir : Communication claire et empathique : Le personnel doit communiquer de manière claire et compréhensible avec les passagers. Expliquer les procédures liées à l’animal d’assistance, les règles à bord et les services disponibles. Faites preuve d’empathie envers les passagers et leurs animaux. Formation du personnel : Assurez-vous que le personnel de bord et au sol est formé pour gérer les situations impliquant des animaux d’assistance.

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2 Prepare the animal

Traveling can be stressful and unfamiliar for service animals, especially if they are not used to flying. To make the experience more comfortable and safe for them, it is advisable to prepare them in advance. For example, you can train them to behave calmly and obediently in different situations, such as going through security checks, boarding the plane, or sitting in a confined space. You can also provide them with a harness, leash, collar, or vest that identifies them as a service animal, and that fits them well. You can also pack some essentials for them, such as food, water, treats, toys, medication, or waste bags.

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corinne chabillan

Assistante au Ministère à la transition écologique et des territoires
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Formation du personnel : Assurez-vous que le personnel de bord et au sol est formé pour gérer les situations impliquant des animaux d’assistance. Ils doivent connaître les lois et réglementations concernant les animaux d’assistance, ainsi que les procédures à suivre en cas de besoin. Accès facile aux informations : Mettez à disposition des informations claires sur le site web de la compagnie aérienne concernant les animaux d’assistance. Affichez également ces informations dans les aéroports et à bord des avions. Confort à bord : Prévoyez des espaces dédiés aux animaux d’assistance dans les cabines. Cela peut être un espace sous le siège ou une zone spécifique. Fournissez des coussins ou des tapis pour le confort des animaux.

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3 Inform the airline

When booking a flight with a service animal, it is important to inform the airline as soon as possible. This can help them accommodate your needs and preferences, such as assigning you a suitable seat, providing you with any assistance or equipment, or informing the crew and other passengers. Some airlines may have a limit on the number or type of service animals allowed on each flight, so it is better to confirm your reservation early. You can also check in online or arrive at the airport early to avoid any hassle or rush.

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Luciene Gazeta

Director of Matriz da Comunicação Assessoria - Journalist | Public Relations | My purpose is to create COMMUNICATION STRATEGIES with a focus on results | Performance in Agribusiness since 2003
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Cada companhia aérea tem normativas e regulamentos específicos, portanto informar a companhia aérea por escrito e com antecedência viável considerada em dias Úteis poderá evitar um desconforto em cima da hora do voo.

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corinne chabillan

Assistante au Ministère à la transition écologique et des territoires
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Réduction du stress : Les voyages peuvent être stressants pour les animaux. Proposez des conseils pour minimiser le stress, comme apporter des jouets familiers ou des couvertures ou des doudous pour animaux, catisfaction, des gâteaux pour animaux. Assurez-vous que les procédures d’embarquement et de débarquement sont fluides pour éviter toute anxiété inutile.

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4 Respect the space

While service animals are allowed to accompany their owners on the plane, they are still expected to respect the space and comfort of other passengers and crew members. This means that they should not block the aisle, occupy a seat, or interfere with the emergency exits or equipment. They should also not cause any disturbance, damage, or harm to anyone or anything on board. If your service animal needs to relieve itself, you should use the designated areas at the airport or on the plane, and clean up after them. You should also be courteous and polite to anyone who may have questions or concerns about your service animal.

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Luciene Gazeta

Director of Matriz da Comunicação Assessoria - Journalist | Public Relations | My purpose is to create COMMUNICATION STRATEGIES with a focus on results | Performance in Agribusiness since 2003
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Vivemos um momento inclusivo e muito especial de carinho aos animais, contudo isso não pode interferir na liberdade dos demais passageiros. O espaço de todos deve ser respeitado, para assegurar um voo tranquilo e saudável.

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5 Enjoy the flight

Traveling with a service animal can be a rewarding and enjoyable experience for both of you, if you plan ahead and follow the guidelines. You can use the flight time to bond with your service animal, provide them with some comfort and reassurance, or simply relax and enjoy the view. You can also appreciate the benefits and support that your service animal offers you, and be grateful for their companionship and loyalty. You can also share your experience and feedback with the airline, and thank them for their service and hospitality.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you improve the customer experience for passengers with service animals?

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1 Know the rules

2 Prepare the animal

3 Inform the airline

4 Respect the space

5 Enjoy the flight

6 Here’s what else to consider

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