United Airlines AFA MEC Website

Association of Flight Attendants-CWA United Master Executive Council

Revised Emotional Animal Support Policy Now in Effect

Date: March 2, 2018
Type: AFA Article

MEC Safety Health and Security Committee

As previously communicated, in the February 1, 2018 edition of E-lines, the company has revised its Emotional Support Animal policy requiring passengers traveling with emotional support or psychiatric service animals to submit supporting documentation 48 hours prior to traveling. 

For clarification purposes, there are NO changes to the current Service Animal Policy.  United will continue to accommodate all passengers with disabilities needing the support of their trained service animal. The most recent policy revision is directed toward the management of emotional support or psychiatric service animals. While our role as Flight Attendants has not changed, we do need to familiarize ourselves with the new policy and understand the unique differences between service animals and emotional support animals.  
Additionally, Flight Attendants should always direct concerns to a Complaint Resolution Officer (CRO) and if issues arise remember to follow up by filing an IOR report.

Additional information on the revised policy can be found on Flying Together. 

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