Schuyler McGraw and her Staffordshire bull terrier named "Lux," were attempting to fly out of Oakland two days before Thanksgiving when things went awry.
According to McGraw, prior to the flight, she had contacted Southwest Airlines customer service twice to verify that she could travel with Lux, who is trained to offer emotional support for McGraw's post-traumatic stress disorder, as well as detection for McGraw's seizures.
McGraw alleges that she was told that it would not be a problem, as long as she boarded the flight with a note from her doctor, which she did.
Despite her efforts to ensure a smooth journey, shortly after boarding the plane, Lux and McGraw were asked to get off of the plane because the flight attendants did not believe that her dog was a service dog.
McGraw described her experience, prior to being asked to exit the plane, to the San Jose Mercury News:
I saw the look in her eye and it was so petty," she said, adding that she was wearing sweatpants and a shirt with the logo of a medical marijuana dispensary on it and felt judged by the way she was dressed. "The look in her eye (said to me), 'That is a stoner with a pit bull.'"
After McGraw and Lux were removed from the first plane, they were eventually offered to fly on a later flight, but McGraw declined the offer because she had suffered a seizure and was upset about the ordeal; she did accept a refund of her nearly $700 airfare.
As for Southwest Airlines, their only statement is that they are "working with the customer to resolve the situation."
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