San Diego Woman With Service Dog Says Southwest Airlines ‘Gaslit’ Her and Charged $150 After Falsely Claiming Her Dog Had an Accident at Check-In

SAN DIEGO, CALIFORNIA — A San Diego woman living with multiple chronic health conditions says Southwest Airlines “gaslit” and discriminated against her after falsely accusing her service dog of defecating at the airport and then charging her $150 to fly him as a pet instead of a trained service animal.

The woman, identified as Erinn (@er1nnh) on TikTok, shared her experience in a viral video that’s been viewed more than 242,000 times, sparking outrage among disability advocates and travelers who say it highlights how airlines mishandle passengers with legitimate service animals.

“Currently at the San Diego Airport experiencing the largest gaslighting experience of my entire life. Thank you, Southwest,” she says in the video.

Erinn, who has cystic fibrosis, diabetes, and has undergone a double lung transplant, says she has relied on her trained service dog for years and that the animal has flown more than 25 times in 2024 alone without any incident.

Southwest Allegedly Claimed Her Dog Had an “Accident”

According to Erinn, she arrived at San Diego International Airport, checked in at 7:01 p.m., and submitted all required service dog paperwork. Everything appeared routine until more than an hour and a half later, when gate agents called her name.

“They’re like, ‘Yeah, we have to deny your service dog,’” she recalled. “I’m like, ‘Why?’ They’re like, ‘He had an accident.’”

Erinn says she was stunned, explaining that her service dog was leashed to her hip the entire time and that no one from the airline had approached her when the supposed incident occurred.

“I wear him attached to my hip. He’s been attached to my hip the whole time. I think I would notice if he had an accident,” she said.

When she asked to see video evidence or the location of the alleged mess, Erinn claims staff couldn’t produce either. Instead, they cited a single unnamed witness who reportedly claimed to have seen her dog defecate near the check-in counter — an accusation she vehemently denies.

“Keep in mind, there were other dogs in line checking in,” she said. “How do you know it was my dog an hour and a half later? Because it wasn’t.”

Airline Charged $150 Fee Instead of Honoring Service Status

Erinn says that despite her protest, Southwest revoked her dog’s service designation and forced her to pay $150 to transport him in a carrier.

“You’re gonna deny me and charge me $150 for him to get on the flight and sit in the carrier if he’s trying to sit on me to alert me if there’s a problem,” she said.

The situation left her frustrated and humiliated, noting that her dog is trained to alert her to medical emergencies — a vital role for someone managing life-threatening conditions.

@er1nnh

If you’re desperate for money Southwest just say that. #southwestairlines #southwest #disability #servicedog @Southwest Airlines

♬ original sound – Erinn | CF organ transplant 🫁

Southwest’s Customer Service Later Admits Error

In a follow-up post, Erinn said she later contacted Southwest Airlines’ customer service, which confirmed the timeline she described and restored her dog’s service animal status in her profile, allowing him to fly in the future.

However, she says she is still waiting for a refund of the $150 pet fee, as the airline required her to file a formal report and undergo an internal investigation before issuing reimbursement.

Erinn also told her followers she believes discrimination played a role in how she was treated.

“I did explain to them that I did feel like it was discriminatory—that I do not look disabled even though I have this giant scar down my chest,” she said. “The customer service rep basically ignored me.”

The airline told her the investigation would include reviewing airport surveillance footage, which she believes will prove that her dog never misbehaved.

What Federal Law Says About Service Animals

Under the Air Carrier Access Act (ACAA), U.S. airlines must permit trained service dogs to travel with their owners at no charge, provided the animal behaves properly and meets all safety requirements.

Airlines may refuse a service animal only if:

• The dog poses a direct threat to health or safety,
• It violates safety rules (for example, being too large for the cabin), or
• It causes “significant disruption” during check-in or boarding.

According to the Department of Transportation, airlines can verify legitimacy by asking whether the animal is required due to a disability and what tasks it performs. They can also require travelers to complete the official DOT Service Animal Air Transportation Form.

Southwest’s own policy further specifies that service animals must remain leashed or tethered at all times and behave in a manner that doesn’t disturb other passengers.

Disability Complaints Against Airlines Are Rising

According to data compiled by USAFacts, disability-related airline complaints have risen dramatically since the pandemic, increasing 167% since 2019.

In 2022 alone, U.S. airlines received 1,693 disability complaints, compared to an average of just 477 per year before the pandemic. Many of those complaints involve mishandled wheelchairs, poor accessibility accommodations, or issues with service animals. For continued updates on travel, disability rights, and consumer news, visit NapervilleLocal.com.