A diabetic woman was left disappointed and unpleasantly surprised when a cruise company declined her service dog ‘Molly’ entrance to a cruise.
Robin Phillips claimed that the cruise line failed to make it clear that service dogs were not allowed on board without the required documents.
Phillips explained that she was diabetic and that she had just got Molly from ‘Diabetes Alert Dogs of America’ three weeks ago. Molly would alert her several times if her blood sugars were off to make sure she didn’t have a seizure which can develop from low blood sugar.
Phillips said that she was sure it wouldn’t be a problem to bring the dog on a cruise to the Bahamas. She had rung the cruise lines customer service number several times before the trip to make sure Molly would be allowed access and gave a record of Molly’s background.
When the day of the trip came around, Phillips turned up at the port of Palm Beach with Molly by her side but when attempting to get on board cruise workers declined her access.
Phillips said she felt “worried and concerned” at the thought of being on the ship without Molly: “my heart sank and I felt like; if Molly can’t go, what am I going to do?”
The cruise line was after a specific form that allowed the dog into the Bahamas- but Phillips claimed that she was not informed of this requirement, despite ringing the customer service line several times.
The cruise line said it did allow service animals on board – but said it had no record of Phillips even wanting to bring her dog on the ship. The form that they required was one that needed to be filled out by a vet.
In the end, Phillips had to leave Molly at home and she boarded the ship with her friends.
Phillips said she wasn’t after a refund – instead she wanted to make sure that no other service animal would be declined.
She finished by stating that: “companies need to work with the disabled.”
What are your thoughts? Have you ever had a similar experience with assistance dogs? Leave your comments in the box below!