What should I do if, for example, customers have animals with them that were not previously specified in the booking?

If a customer travels with an animal that was not specified in the booking, additional costs may apply — though service animals are always permitted by law.

Unspecified Animals: Additional Costs

Taking animals that were not specified during booking can lead to additional costs. Any surcharge applied in this situation is at your discretion.

Please contact Transfeero before asking the customer for the surcharge.

Service Animals

Carriers must permit service animals to accompany passengers with disabilities, according to local law. The service animal must be allowed to accompany the passenger at any seat, unless the animal obstructs an aisle or other area. Specifically:

• The service animal must be allowed to sit at the passenger's feet, or
• In the case of small animals, on the passenger's lap — if it can be done safely.

How to Identify a Service Animal

To determine whether an animal is a service animal and not just a pet, you may ask the passenger two questions:

1. Is the dog a service animal required because of a disability?
2. What work or task has the dog been trained to perform?

You may not ask these questions if the need for the service animal is obvious — for example, when a dog is guiding an individual who is blind or is pulling a person's wheelchair.

What You Are NOT Allowed to Do

• Ask about the nature or extent of an individual's disability
• Require proof that the animal has been certified, trained, or licensed as a service animal
• Require the animal to wear an identifying vest or tag
• Ask that the dog demonstrate its ability to perform the task or work