AUCKLAND — Air New Zealand has updated its policy on assistance dogs after facing backlash over repeated refusals to accommodate a Brisbane woman and her trained service animal. The airline’s decision follows a confidential legal settlement and a two-year review that aims to make trans-Tasman travel more accessible for passengers with disabilities.
Lisa Robinson, a former paramedic living in Brisbane, relies on her bichon poodle, Lilly, to manage post-traumatic stress disorder. On two separate occasions — in 2022 and 2024 — Air New Zealand denied her requests to have Lilly travel in the cabin on flights between Brisbane (BNE) and Christchurch (CHC), instead directing the dog to be placed in cargo.
Robinson provided documentation confirming Lilly’s recognition as a trained assistance animal under Australian public transport laws. Still, airline staff cited Air New Zealand’s then-policy, which limited cabin access to dogs accredited by specific international organizations such as Assistance Dogs International or the International Guide Dogs Federation.
After the first refusal, Robinson filed a complaint with the Queensland Human Rights Commission. She argued that Air New Zealand’s stance not only disrupted her travel but also violated her right to accessible service. Supported by the Justice and Equity Centre, Robinson pursued conciliation with the carrier.
Senior solicitor Sheetal Balakrishnan of the Justice and Equity Centre emphasized that “assistance dogs perform critical tasks for people with disabilities.” She added that “businesses must ensure accessible services, including entry for trained animals into public spaces,” noting that refusing such access “often constitutes disability discrimination under the law.”
Balakrishnan said treating assistance dogs as pets “undermines their role in supporting independence.”
Policy Shift After Settlement
Air New Zealand reached a confidential settlement with Robinson in August 2024 and soon after revised its assistance dog policy. Under the updated rules, dogs certified by Australian state or territory authorities can now travel in the cabin on flights between Australia and New Zealand — even if they lack endorsement from international federations.
The policy was the product of a comprehensive, multi-stakeholder review. Chief Operating Officer Alex Marren said the airline’s changes “were the result of a two-year review” that incorporated feedback from “customers, advocacy groups, training organizations, government agencies, Australian state bodies, and peer airlines.”
The new framework also allows passengers to provide additional training documentation to demonstrate that their animals meet safety and behavioral standards. Approved dogs must still comply with New Zealand’s Ministry for Primary Industries entry rules, and the airline has updated its website with guidance for travelers.
Marren stated that Air New Zealand “prioritizes inclusive travel” and “aims to support all customers, including those with disabilities, through ongoing improvements.”
Broader Accessibility Issues
Robinson’s case underscores broader challenges facing passengers with assistance dogs across the aviation industry. Inconsistent regulations — both within Australia and internationally — have led to frequent refusals and confusion among travelers and airline staff.
Megan Spindler-Smith, Acting Chief Executive of People with Disability Australia, noted that “inconsistent rules plague air travel for passengers with assistance dogs.” She explained that Australia’s lack of a national assistance animal standard “creates uncertainty at boarding gates and limits independence for disabled travelers.”
Spindler-Smith said air travel “enables work and social engagement for many,” and that assistance dogs “often make such participation possible after years of isolation.”
The federal transport department is now developing new Aviation Disability Standards co-designed with people with disabilities and advocacy organizations. These forthcoming standards align with a review of the Disability Discrimination Act 1992 and new National Principles for Assistance Animals, part of a broader government effort to ensure equitable access across public transport and travel sectors.
Progress and Remaining Gaps
With the revised Air New Zealand policy, Lilly now qualifies to accompany Robinson in the cabin on trans-Tasman flights. Robinson said she was relieved, calling Air New Zealand her “preferred choice” given her and Lilly’s Kiwi roots.
She praised the airline’s progress but said further work remains across the industry. “A handful of airlines still lag in inclusivity,” she said, urging other carriers to “adopt similar changes to support disabled passengers fully.”
For now, Robinson and Lilly can fly together once again — a small but significant victory in the ongoing effort to make air travel more inclusive for all.
