I echo the same general response from many commenting here: there is no need to apologize to the person removed from the flight. In fact, in an effort to avoid legitimizing actions like this, I encourage you to refrain from future such apologies to those refusing multiple requests to comply with legitimate & lawful requests. In fairness to those with concerns about support animals on flights, there must be a balance of legitimate interests. Just as your policy requires a medical declaration of an allergy or other medical condition to animals, you should require the same level of documentation to allow a service animal. Further, I would encourage SWA and all other domestic carriers to lobby the federal government to establish a national standard and registry for service animals, and ultimately prohibit animals not accompanied by a person that can document they need it and not identified as being trained to provide the required service. As a frequent traveler, I've too often witnessed the dishonest (and sometimes outlandish) claims by some stating their need for an "emotional support animal" who simply buy a vest on Amazon to take their >pet< on a plane, boat, bus, etc. Often, it's painfully obvious that neither the pet nor the owner have any training. Instead, what I usally see is a dog under stress behaving badly, causing the owner to misbehave toward the dog and other passengers.
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