Service Dog Denied Boarding on Aeroméxico Return Flight
A diabetic man and his service Great Dane were stranded in Canada after Aeroméxico denied the dog boarding on a return flight to Chile, despite prior successful travel and advance notice.
A diabetic construction worker was prevented from boarding his Aeroméxico flight home from Vancouver with his service dog, stranding them both in Canada. Matias Rodriguez, a Chilean national, was denied boarding for his return flight to Chile on Saturday, October 24, with his five-year-old Great Dane service dog, Logan, despite having flown the same airline from Chile to Vancouver without issue earlier in the year.
Rodriguez needs to return to Chile to reapply for his expired temporary Canadian work status. His health depends on Logan, who is trained to detect dangerous highs and lows in Rodriguez's blood sugar through scent. The airline stated the flight was full and had no room for the dog, contradicting Rodriguez's claim that he had provided advance notice and even offered to pay for three adjacent seats as he had done on his outbound journey.
Airline claims no space despite advance arrangements
When Rodriguez arrived at the airport for his October 24 flight, Aeroméxico staff informed him the aircraft was full. He was rebooked for a flight the following day but encountered the same issue. The airline then instructed him to purchase a business class ticket, which cost more than $3,000. Rodriguez's friend and translator, Vynka Contreras, said he was given no guarantee that the expensive upgrade would secure Logan a spot on the plane.
Vynka Contreras questioned why the pair could travel to Canada together but could not make the return journey under similar arrangements. Rodriguez had informed the airline in advance about traveling with his service dog. Aeroméxico's website states that service animals can travel with their owners at no additional cost, subject to size, but the airline had not responded to media inquiries at the time of reporting.
Financial and emotional toll of repeated rebookings
The ordeal has taken a severe financial and emotional toll. Rodriguez spent over $3,000 on a business class ticket for a flight on October 27, which would only take him as far as Mexico, requiring a second flight to reach Chile. He experienced significant stress and depression due to the repeated failures and the impact on both himself and Logan.
He remained determined to travel with his essential medical alert dog despite the costs. The aircraft involved, a Boeing 737 MAX 8, offers differing legroom between cabin classes.
| Cabin Class | Legroom |
|---|---|
| Economy | 30-inch |
| Business | 38-inch |
Service dog's critical medical role
Logan's role is non-negotiable for Rodriguez's safety. The Great Dane is specifically trained to alert his owner to diabetic emergencies by detecting dangerous blood sugar levels. This capability is vital during long international travel and the associated stress of disrupted plans. Rodriguez would not compromise on traveling without his dog.
The travel disruptions have negatively impacted the health of both man and dog. Rodriguez and Logan remain in Vancouver awaiting a resolution to their return flight arrangements. His friend used social media to rally support, claiming the airline ignored subsequent messages.
