PLANNING TO FLY WITH YOUR SERVICE ANIMAL? HERE’S WHAT YOU NEED TO KNOW

Service animals provide critical support to people facing a wide range of challenges — from visual impairments to mental health conditions. But traveling with these highly trained companions isn’t always straightforward, and often requires certification from accredited organizations.

Two CTV News viewers shared that their service dogs were denied access to flights, despite both owners having completed online training courses.

“I need Simon,” said Ian Holland of Bobcaygeon, Ont.

Holland has relied on his service dog, Simon, for the past seven years to help manage several mental health conditions.

“He helps me function,” Holland said. “He means everything to me — not just emotionally, but practically. He helps me get through the day.”

Holland and his wife, Jeannie, had planned a dream vacation to France. To prepare, they completed online service dog training courses and obtained a doctor’s note stating that Simon was medically necessary.

However, the couple said they were caught off guard when Air Canada informed them that their online certification was not recognized — and Simon would not be allowed to fly with them.

“It’s going to be difficult,” said Jeannie. “He hasn’t been without Simon in seven years — not one day, not one night.”

When CTV News contacted Air Canada on the Hollands’ behalf, a spokesperson explained the airline’s policy in a written statement:

“The customer used an online training company to certify his service dog, and in line with many Canadian jurisdictions, we do not recognize owner-trained dogs as properly certified.

These courses guide the owner on how to train the dog themselves to perform specific tasks. However, for safety and other reasons, we require the dog to be trained directly by an approved organization. Our website clearly outlines this policy.”

Air Canada also noted that the website used by the Hollands to certify Simon explicitly states that their certification is not accepted by the airline.

Despite this, Air Canada said it offered the couple a full refund for their flights.

The Hollands declined the offer, saying airfare to France had risen significantly since they booked, and they ultimately decided to proceed with the trip without Simon — a decision that has left them deeply concerned.

“It brings me to tears to know they can’t be together. It breaks my heart,” Jeannie said.

Patrick Nguyen of Mississauga has undergone multiple major surgeries and also lives with ongoing mental health challenges.

He told CTV News that he’s planning a trip to Vancouver this September and had intended to bring his service dog, Noodle, along.

“He’s been with me since day one,” Nguyen said. “He reminds me to take my medications every day — he’s everything to me. Basically, he’s my baby, my son.”

Like the Hollands, Patrick Nguyen completed online training courses to certify his dog, Noodle, as a service animal. However, the airline he booked with — Porter Airlines — informed him that online training alone does not meet their requirements.

In a statement to CTV News, Porter Airlines said:

“Porter complies with the regulations set forth by the Canadian Transportation Agency (CTA), which define a service dog as one that has been ‘individually trained by an organization or person specializing in service dog training to perform a task to assist you with a need related to your disability.’”

The airline added that while they prefer certification from a trainer accredited by Assistance Dogs International (ADI), they will consider documentation from non-ADI-accredited trainers on a case-by-case basis. That documentation must include the trainer’s name, their credentials, and the training organization’s name and website for verification.

Nguyen said the online training had been accepted by other airlines in the past, allowing him to travel with Noodle without issue. But in this case, he won’t go without his service dog.

“I would definitely not go,” he said. “I cannot travel without him. I cannot.”