Porter Airlines is under fire after removing a deaf woman and her certified service dog from a domestic flight last October, despite the airline’s own policies protecting passengers with disabilities.
Georgina Villeneuve, a resident of Alberta, was traveling with her trained service dog, Maggie, when a Porter flight attendant informed her that the dog would need to be stowed under the seat in front of her. When Villeneuve refused—citing both her dog’s certification and airline regulations—she was escorted off the aircraft before takeoff.
Villeneuve had presented all the required documentation verifying Maggie as a service animal. According to Porter’s published policy, service dogs are explicitly exempt from the “under-seat” requirement that applies to pet carriers. The airline also states that in cases where no space is available, passengers with service animals should be offered alternative seating arrangements at no extra cost.
“I felt humiliated,” Villeneuve later told reporters. “It was like they didn’t see Maggie as essential to my independence and safety.”
The incident drew outrage from disability advocates and sparked debate online about how airlines train their staff to handle passengers with disabilities. Critics pointed out that had the airline followed its own rules, Villeneuve would not have been removed.
In the days following the incident, Porter Airlines issued a formal apology and acknowledged its mistake. The company refunded the cost of Villeneuve’s original flight and covered the expense of her replacement ticket, along with additional compensation of $1,000. Porter also made a donation to a charity of her choice supporting accessibility and disability rights.
“We regret this deeply,” a Porter representative said in a statement. “This incident does not reflect our commitment to inclusive travel. We are reviewing our training procedures to ensure all employees fully understand our policies regarding service animals.”
Internal communications later surfaced on social media, in which a senior executive at Porter allegedly admitted, “We f***ed up,” adding that frontline staff lacked proper awareness of service animal accommodations.
According to Canadian aviation regulations, airlines are legally required to accommodate passengers with disabilities, including allowing service animals to remain with their handlers during flights. Transport Canada stipulates that service dogs must be permitted to lie at the passenger’s feet or in an adjacent seat if necessary.
Villeneuve hopes her story will lead to better treatment for others.
“I don’t want an apology—I want change,” she said. “No one with a disability should be treated like a problem to be managed.”
As Porter Airlines faces scrutiny over the incident, disability advocates are urging the airline industry as a whole to prioritize proper training, compassion, and respect for passengers who rely on service animals to travel safely and independently.
Source: CBC