LOS ANGELES — In an environment filled with long lines, gate changes, and overpriced snacks, some of LAX’s most helpful staff members have four legs, roam the terminals, wear red vests and answer to names like Hugo, Penelope and Waffles.
That’s because they’re actually dogs.
They are part of the Pets Unstressing Passengers program — or the PUP Program — and what they is offer travelers something rare: calm.
That’s exactly what Meredith found when she came across golden retriever Hugo lying sweetly in the center of Terminal 1.
“I came into the airport and I had extra time and I was kind of like upset that I had extra time because it’s so stressful here,” she said. “And then I saw the dogs with their big, yes, please pet me. And my heart just felt so much better and lighter.”
Meredith is not the only one feeling it. According to the National Institute of Mental Health, 1 in 4 adults report anxiety, and for many, airports are a major trigger. Hugo is one of more than 80 dogs in the volunteer lineup at LAX including the pals beside him, chihuahua mix Penelope Cruz and boxer lab mix, Waffles.
The program was founded in 2013 by Heidi Huebner, LAX’s PUP program director, who saw the growing need for comfort in an increasingly stressful travel environment.
“We never know why people are traveling. It’s not always for good times and vacations,” Huebner said. “And we’ve seen that really in the last several years, that anxiety with flying has really hit a high. During COVID, there were so many uncertainties and just with how things are changing in the world, stress levels are up. And so we are just here to bring those stress levels down for people.”
Though Heidi didn’t need a medical study to know it works, the science backs it up. A study published by the National Library of Medicine found that spending time with dogs can reduce anxiety and improve mood.
“Most of our dogs are rescues and they come from all over the place,” Huebner said. “They’re different ages and breeds and sizes.”
And Heidi is proud of the fact that the PUP program has grown beyond just LAX.
“We have helped 91 airports nationally and internationally to start therapy dog programs,” Huebner said. “So look out for the pups at LAX, but also at other airports when you’re traveling.”
You may also get handed a trading card with each pup’s picture and fun facts, much to the delight of several young children whose parents’ faces reflected relief as they interacted with the dogs. Before they ever greet passengers, each dog goes through training and testing with the Alliance of Therapy Dogs.
Hugo’s owner, Sophie Meagher, said it’s not as intense as you might expect, but it’s essential.
“It’s really, really basic. Listening to our voices and commands, loving dogs as well without reacting to them and loving what they’re doing. That’s really important,” she said.
And for Sophie and Hugo, it’s all about connection.
“It’s win-win for us,” she said. “Seeing people being so thankful about what we’re doing and bringing them comfort brings joy to us.”
As for Meredith, that quick interaction with a therapy dog didn’t just help her trip, it left her thinking about how something simple might have a ripple effect.
“I think it might also make us all nicer to each other for all to be able to have that moment of happiness in our travel,” she said.
At LAX, that happiness is being delivered four paws and one wagging tail at a time. If you are interested in volunteering with your dog, send an email to hhuebner@lawa.org.
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