If this happened as stated American Airlines needs to be ashamed.

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If this happened as stated American Airlines needs to be ashamed. Even considering miscommunication between the service center taking her calls and the attendants on the ground American Airlines should have been able to handle this situation better.
https://www.washingtonpost.com/news/checkpoint/wp/2016/10/29/a-combat-veteran-with-ptsd-wasnt-allowed-to-fly-with-her-service-dog-so-she-sued/#comments

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