What should an operator do if there is uncertainty about an animal's service status?

When an operator encounters uncertainty regarding an animal's service status, asking the passenger about the animal's purpose is the correct approach. This step allows the operator to clarify whether the animal is a service animal, which has specific definitions under laws such as the Americans with Disabilities Act (ADA). Service animals are typically defined as trained to perform specific tasks for individuals with disabilities. By engaging the passenger in conversation, the operator can gain insight into the situation while treating the passenger with respect and consideration.

This method is also the most practical and informative because it adheres to legal guidelines while ensuring that the rights of both the passengers and the service animal are upheld. Documentation requests or insisting on proof of training may create unnecessary barriers for passengers with legitimate service animals, and outright refusal of boarding could lead to discrimination. Allowing an animal to stay without inquiry neglects the operator's responsibility to ensure compliance with service animal regulations. Engaging in dialogue provides clarity and helps maintain a supportive environment for all passengers.