Air New Zealand has changed its assistance dog policy after facing backlash and a legal challenge from a disabled passenger who was stopped from flying with her trained support dog. The case sparked outrage and a discrimination complaint that questioned the airline’s outdated rules.
Restrictive Rules Sparked Legal Challenge
For years, Air New Zealand only accepted assistance dogs certified by two specific global bodies, excluding several legitimate Australian service dogs recognised under state laws. This rule left passengers like Lisa Robinson, a former paramedic with a psychosocial disability, stranded and isolated.
Robinson’s fully trained support dog had travelled with other major airlines, but Air New Zealand repeatedly denied her boarding. She filed a case with the Queensland Human Rights Commission, which eventually pressured the airline to review its restrictive policy.
Airline Finally Expands Access
In August 2025, Air New Zealand revised its rules to allow dogs certified under Australian state or territory Public Access Tests to travel in the cabin. The policy update was part of a legal settlement, marking a long-overdue step toward inclusivity for disabled passengers.
However, disability advocates say the new policy still fails to recognise certifications from all regions of Australia. Some travellers remain excluded, showing that full equality for passengers with assistance animals is still a work in progress.
A Delayed Step Toward Accessibility
Air New Zealand’s earlier refusal to update its policies showed a lack of empathy and understanding of disabled passengers’ needs. While the reform is a positive move, it came only after public outrage and legal intervention forced the airline to act.
For a national carrier that promotes inclusivity, this delayed reaction raises questions about its true commitment to accessibility. Real progress should come through empathy and proactive policy — not through lawsuits and public embarrassment.
