What’s New
Delta Airlines is investigating a complaint from a disgruntled passenger who says they were downgraded from a first-class seat only to find that a dog had taken their place.
Taking to the Delta subreddit on Saturday, the passenger, who went by the username @ben_bob, explained how despite being upgraded on their flight, they were told just 15 minutes later that “something changed” and that they would need to take a seat which they say was worse than the one they had originally booked.
“Okay, fine, I am disgruntled but whatever, I then board only to see this dog in my first class seat … And now I’m livid,” the customer wrote on Reddit.
Delta has acknowledged the complaint and said it was “researching the details.”
What To Know
The passenger immediately contacted Delta after learning that the dog was now occupying floor space beneath the first class seat, according to the Reddit post, and was informed passengers “may be relocated for service animals.”
“There is no way that dog has spent as much with this airline as I have … What an absolute joke,” the furious passenger said in the post alongside a photo of the animal and the owner’s legs.
The post concluded: “What’s the point of being loyal to this airline anymore, truly. I’ve sat back when others complained about this airline mistreating customers lately and slipping in service levels, but I’m starting to question my allegiance as well.”
According to a statement provided to People, Delta said that it was aware of the complaint and that it was “researching the details of what may have occurred.”
The airline also said that it invites “the customer to contact us directly.”
“Service animals are routinely accommodated on Delta without impacting customer seat assignments,” the statement added.
A service dog strolls down the aisle of a plane during a training exercise. Delta Airlines is investigating a complaint from a passenger who says they were downgraded from a first-class seat only to find a dog had taken their place.
AP Photo/Julio Cortez, File
What’s Delta Dog Policy
Passengers traveling with pets must meet a long list of requirements as laid out by Delta Airlines on their official website.
While dogs can travel in the cabin for a one way fee, the animal must be able to fit in a soft-sided ventilated pet kennel that can be stowed under the seat in front of each passenger.
In addition to this, pet dogs must:
- Be at least 8 weeks old for domestic travel
- Be 6 months old if traveling to the U.S. from another country
- Be at least 15 weeks old when traveling to the European Union
The airlines operates a first-come, first-serve policy for pets in the cabin, with a limit on the total number allowed on each flight.
A maximum of two service animals per passenger are permitted to travel on board Delta flights provided that they meet the airline’s eligibility requirements. They must also adhere to strict seating regulations.
“Service animals may not occupy a seat or encroach upon another customer’s space in any way,” Delta’s website reads. “They are allowed on your lap, in your foot space or in a neighboring foot space if you purchased an additional ticket for your animal (if seat is vacant). Your animal must remain with you at all times.”
Emotional support animals are not recognized as service animals.
What People Are Saying
The subreddit r/Delta currently has more than 200,000 members, many of whom have weighed in on both sides of the controversy.
“Notice how nowhere else in life do you see this quantity of service animals? Go to the airport and all the sudden they appear,” one user wrote in the thread.
“Exclusively in the US. It doesn’t happen anywhere else. It’s American main-character syndrome,” another said.
“The dog is probably a Diamond Medallion 2 million miler,” one user jibed, referring to a top Delta status level.
While it has not been confirmed whether the dog was a service animal, others hit back at the frustrated passenger and sought to defend the rights of disabled travelers.
“So people with legit ADA disabilities and service dogs should just drive or stay home?” one user asked.
“Boo hoo, it’s a service animal. Get over your entitled attitude,” another one wrote.
What Happens Next
Delta did not provide an expectation of when the probe will end.
Newsweek contacted the airline for an update via its online from and reached out to the passenger for comment via Reddit.
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