A couple from New Zealand who were flying on Singapore Airlines (SIA) and had to sit next to a dog that farted and snorted throughout their journey have been offered a refund of around S$1,600 (over U$1,000) because of their uncomfortable seating situation.
Unexpected Seating Arrangement
Gill Press and her husband, Warren, were flying premium economy from Paris to Singapore in June and were disappointed to see a row with an emotional support dog sitting on the floor. Press told the New Zealand news source Stuff that the dog, which she believed to be a French bulldog, had farted and slobbered all over her husband's legs.
Press claims that they stayed in premium economy for as long as they could but eventually had to go to economy class because of the stench from their flatulent neighbor.
After waiting for a week, she finally sent her complaint to the national carrier, setting off a three-month battle.
SIA first gave the couple S$200 (U$146) in KrisShop coupons, followed by S$320 (U$233) in travel vouchers. However, the couple refused both offers and demanded a complete refund instead. "We didn't receive the experience we paid for," Press said.
In response to questions, an SIA representative said the couple had accepted the airline's offer to cover the cost difference between premium economy and economy class. Each person's share of the disparity amounted to NZ$982.50 (about U$581).
The couple had previously received $320 in travel coupons; this refund added to that.
Press has said that they would be donating the funds to a guiding dog organization.
"It wasn't about the money in the end. The fight was more about principles and not [normalizing] things that really aren't normal and acceptable," she commented.
Dogs on Board
According to The Straits Times, SIA has not allowed passengers to bring their own dogs on board since April 1. Still, they will make an exception for customers who requested and provided the necessary documentation to bring their pets on board before the ban goes into effect.
An emotional support animal is a pet whose owner has been verified by a licensed mental health practitioner as benefiting from having the animal around. They are not the same as service or support animals, such as guide dogs or seeing-eye dogs, that are specially trained to aid people with impairments in their everyday lives.
Flights operated by SIA still let service animals with proper documentation to board.
A representative for the airline has said that it makes every effort to alert passengers who may be sitting close to an assistance dog before boarding. The representative added, "In circumstances where customers seated next to an assistance dog request to be moved, Singapore Airlines will assist to re-seat customers within the same cabin where space permits."
