Air New Zealand has changed its assistance dog policy allowing more people with disability to travel. This is a win for people like Lisa Robinson, a Brisbane woman with disability who was twice refused approval to fly with her assistance dog Lilly.
The Justice and Equity Centre assisted Lisa with a complaint to the Queensland Human Rights Commission. Lisa is a former paramedic with a psychosocial disability, which Lilly helps her manage.
‘Lilly is an integral part of my supports. When I’m travelling, with Lilly by my side I feel safer and stronger,’ Lisa said.
‘She’s trained to support me when challenges hit, and with her I’m able to be part of the community and do things I would otherwise struggle to do alone. Lilly means I can face the world in ways I might not manage on my own. Without Lilly, my life is much narrower and harder.’
Lisa is an Australian-New Zealand dual citizen. In 2022 and 2024, she tried to book Air New Zealand flights with Lilly between Brisbane and Christchurch. Lisa provided evidence Lilly was trained and recognised as an assistance animal by public transport operators in Australia and later by the Australian Capital Territory Government. But Air New Zealand refused to let Lilly fly in the cabin and said she could only travel in cargo.
Air New Zealand’s policy required assistance animals to be certified by one of two international organisations – a process which is inaccessible to many people with disability living in Australia. The policy prevented Lisa from flying home to Christchurch.
‘Air New Zealand’s refusals made me feel unheard and disrespected, and at times, incredibly angry. For Lilly and me, it was like the travel restrictions during the pandemic never ended – while other people were flying again, we still couldn’t get home.’
Lilly has previously flown in Australia with Rex and is approved for travel with Virgin. Under Air New Zealand’s own policies she would be able to fly from Australia to the USA, as the airline complies with US laws which have fewer restrictions for assistance animals to fly in the cabin.
‘This experience really impacted my mental health at times. We literally could not fly to Christchurch. We could have flown with Air New Zealand to the United States, but not to New Zealand. That shows how contradictory airline carrier policy can be for our assistance animal community.’
After Lisa made her complaint, Air New Zealand changed its policy to allow assistance dogs to fly in the cabin, if they have passed an Australian state or territory government Public Access Test (PAT) and have evidence of training. But this policy will still exclude many Australians, as NSW, Victoria, Tasmania, and Northern Territory do not offer these tests.
‘It’s great that Lilly and I are now able to fly Air New Zealand – but many friends and colleagues with assistance animals continue to be excluded.’ Lisa said.
‘I’ve worked to voice the concerns of our community as part of co-designing the aviation disability standards. There is a lot of work to be done to make air travel truly accessible and in line with Australian law.’
‘I’m hopeful that the recent Air New Zealand policy change is the start and not the end of the work to ensure all of us are included.’
Quotes attributable to Sheetal Balakrishnan, Senior Solicitor, Justice and Equity Centre
‘Air New Zealand’s policy update is welcome, but it still prevents people with assistance animals recognised under Australian law from flying, if they haven’t passed a test that isn’t offered by every State Government.’
‘The Australian Government must work with people with disability so promised aviation-specific disability standards empower fair access to air travel for people with disability and their assistance animals.’
‘Strong aviation disability standards, enforced by an independent regulator, could ensure people like Lisa do not bear the burden of bringing complaints to get equitable access to air travel.’
‘Airlines make big profits flying to, from and in Australia. They must adhere to the Australian Disability Discrimination Act – this means they cannot refuse service to a person because they have an assistance animal. If they don’t comply with Australian law, they should be held accountable.’
Media contact:
Media and Communications Manager, Dan Buhagiar: 0478 739 280
