Even though I haven't posted much
lately, I've been keeping busy. A few weeks ago, I had the
opportunity to engage in a little ADA advocacy, and I thought I'd
share that here.
The trainer that I occasionally work with referred someone to me
for advice about access problems with Amtrak. Apparently, this
woman had a self-trained mobility-assistance dog, and had called
Amtrak's customer service to ensure that there would be no problems
with taking her dog on a previously-scheduled trip.
The customer service agent at Amtrak told this woman that she
needed a doctor's letter, special identification for the dog, and
training certifications. Naturally, this stymied the woman, and she
wasn't sure what to do.
This didn't sound right to me, since both Title II and Title III of
the ADA cover rail service. In addition, I'm fairly sure that
Amtrak falls under Section 504 of the Rehabilitation Act, since
they receive federal funding. And while some states still require
special certifications for guide dogs, that wouldn't apply in this
case even if the federal laws didn't supersede such
regulations.
I suggested that this woman had received bad information from the
customer service agent, and that she should call back and insist on
speaking with a supervisor to clear up the issue. I further
suggested that she use the following language to avoid confusing
the issue:
I spoke to a customer service agent earlier, and
believe I was given some incorrect information regarding Amtrak's
policies regarding travel with service animals. I want to ensure
that there won't be any confusion at the station or problems
boarding the train, and would appreciate your help in clarifying
the issue.
I told her that if they insisted on documentation of some kind,
that she should ask the supervisor to identify the source of that
policy, since it clearly isn't required under federal law. When
issues like this arise, it's usually best to gather as many facts
as possible before deciding on a course of action.
I told her that, if they didn't resolve the issue to her
satisfaction, I'd be happy to advocate for her in my capacity as a
private citizen. I didn't think it would come to that, though, and
I was right.
When she called Amtrak back, she had to insist rather firmly on
speaking to a supervisor, but once she reached one the issue was
dealt with easily. The supervisor told her that she had indeed
received incorrect information, and that he would note on her
ticket that she was traveling with a service dog so that there
wouldn't be any further issues.
I just
love happy endings, don't you?