KHTS Radio Santa Clarita Radio – Santa Clarita News
A disabled Valencia woman recorded a video of employees kicking her out of an airport lounge because she was traveling with a service dog, sparking a national outcry against Virgin Atlantic.
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Micaela Bensko, a wheelchair-bound woman flying from JFK airport in New York to LAX, cannot sit for more than half an hour due to Arachnoiditis and Complex Regional Pain Syndrome of the spine.
She paid an extra $75 so she could lay down before her flight, but when she entered the JFK Virgin Atlantic Lounge, an employee told her she could not stay because of the airline’s policy concerning animals and the “‘possible discomfort of others’”
Her service dog, Blue Belle, was wearing a vest clearly marked with 6″x2″ panels that say “SERVICE DOG,” and Bensko was carrying the animal’s vaccination papers at the time.
The Americans with Disabilities Act allows service dogs in locations such as the airport lounge with no documentation needed. Disabled people with service dogs can go anywhere the public is allowed to go.
However, a Virgin Atlantic employee in a video of the conversation Bensko took said the federal law would not be enough.
“With Virgin Atlantic policy with any service animal, you have to have some sort of paperwork,” the employee said.
Get live news updates about Santa Clarita by following KHTS on Facebook and KHTS on TwitterAfter 20 minutes of arguing with employees, she was forced to leave the lounge and lay on the concrete floor in front of her terminal.
She lamented the focus on strict adherence to the rules and regulations of modern airlines, saying the airlines have failed to teach employees how to be empathetic.
“Can’t they think for themselves anymore,” Bensko said. “They think through policies. Employees are coached to ‘stand firm’ and ‘hold to policy.’”
Bensko believes her experience was caused by a culture that devalues the experience of customers to avoid lawsuits.
“Corporations are desensitized due to the prevailing environment of litigation our country is immersed in today,” she said. “All they want is not to be sued, so they follow the policy to the tee. However, in doing so, the most important aspect of customer service that actually keeps their business afloat is the human element, which is not only lacking but is now virtually nonexistent in today’s culture.”
Since the event, Bensko has contacted congressman Steve Knight, hoping to spark legislative action to avoid future incidents, and opened a complaint with the Department of Justice.
“I’d like to instigate regulations that demand corporations to place an emphasis on ADA rules and regulations, and the section on service animals,” she said. “I’m not going to stop because this is not about Virgin anymore, it’s a broader culture that is toxic, and it’s literally abusive.”
Bensko hopes her story and continued fight against these practices will inspire change, so that what happened to her never happens again.
“This was death by a hundred cuts,” she said. “I’ve seen the roads this was going down, and I said ‘not ever again.’”
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Excuses me for being ignorant here but why does she require a service dog? I have meet a couple people that have bought a service dog vests online and put them on their dogs so they can go with them everywhere. Not saying that’s what happened here but I wonder if that’s what the employee was thinking.
She’s in a wheelchair! The dog performs many necessary tasks for her. This is an actual service dog (protected by laws), not a support animal (not protected by laws, not allowed just anywhere).
I’m curious what function her service dog performs to assist her.
Couldn’t have said it better:- “Can’t they think for themselves anymore,” Bensko said. “They think through policies”……………………………………..
Zombies and/or Robots, instead of Human Beings, are what we are having to deal with every day, in almost every industry. Compassion is almost extinct and that goes along with customer service.
So sorry she had to endure such pain and my admiration to her for her courage.
I find this wrong in So many ways. I am amazed how uniformed workers are a service animal is allowed to fly free and go any where the owner goes this is by law a service animal is the most well trained animal that isn’t in show business
I see two sides to this issue. My ex is totally blind and I remember when she was barred from bringing her guide dog into a movie theatre long ago.
However there’s been so much abuse of the ‘service animal’ exception the last few years I don’t see why someone with a service animal can’t bring documentation along on any trip.
It seems like there’s more to this story, please keep us updated.
A totally blind person going to a movie theater?
Hmmm..
Sounds like a troll to me and worst than what others suspect the complainer to be: a drama queen.
Sorry for this bad experience, but the hard lesson seems to be that one needs to get a dog properly registered as service animal, and carry the animal’s paperwork. There are many people who would like to bring their pets on the airplane or into restaurants, and the only way to for gatekeeper to tell if the situation is legitimate is for the animal to have an official tag.
Look at it this way, a person could have their foot wrapped in a bandage but still get a ticket for parking in a handicapped spot, if they don’t have the proper handicap ID displayed in their car. One is hard pressed to claim privileges not allowed the general public, if they can’t show their exemption at the time they demand special treatment.
Anyone, even those who have a disability, can’t put a vest on a dog and claim it’s legally a service animal without an explanation. Service animals are required to perform a physical task which the disabled person is unable to preform. Unfortunately this article is lacking in facts which would clarify weather or not this woman has a legitimate reason to have a service dog or if she is just another one of the frauds who make it more difficult for people who need services animals to get around without question. In my experience people who legitimately have a service animal have no problem proving paperwork or an explanation of the task the animal preforms because they want the frauds to be discovered as well.
I for one would like to know what task her dog has been trained to provide for her disability. Under ADA individuals cannot be asked for documentation. The Fake Service Dog issue has gotten completely out of hand. Emotional Support Animals and Companion or Comfort Animals are not covered under ADA laws. Airlines do however allow non ADA animals to travel in passenger space. People now call them “Service Dogs” to avoid paying the fee for their pet. Anyone can buy a vest that says Service Dog….
I just watched the video and, in my opinion,this woman is likely to be a complete fraud, drama queen and just looking to make some money in a lawsuit. These people only hurt the people who really need service animals and should be called out and publicly humiliated.
Hometownstation should have never wasted our time with this garbage.
People fake this all the time do they can take their precious pets on board. This incident is classic. And I’m glad the airline called her out. Kudos virgin
Oh god watched it again. This woman is a total al whack job. I can’t believe she posted this for everyone to see. She should be totally embarrassed
Wow, shouldn’t you have ALL the facts before you start spouting what YOU believe to be fact?
Ok, if she cannot sit for long periods of time and must lay down , how is she going to fly from JFK to LAX in coach? did not say what kind of a ticket she bought
My question would be, if she can’t sit for more than an hour how in the world is she sitting on a plane for five hours going to New York?
I am curious if anybody who made a post is disabled. That might make a difference in how someone responds to the story?!
Why didn’t she go to the other Lounge that was offered and why didn’t she have proper paperwork. and I agree how’s she going to sit on a plane for 5 hours in her condition. Not sure I really believe this story
Corporations EDUCATE YOUR MINIONS ON THE LAW this woman is correct. I hope they get fined by the Department of Justice. Disabilities are protected under the law I would rather have a service animal sitting next to me on a plane than a bratty baby
I can’t believe how rude some of you are. I have several disabilities and have been treated horribly by airlines, as well as elsewhere. Just because you can’t see a disability doesn’t mean it isn’t real. Nor should I have to carry documentation giving details of my condition.
For some reason, I couldn’t see video after the initial picture of this woman, but I did have sound. I recognized something familiar in her voice, meaning tone, that I don’t believe a “fake” could possibly imitate.
Think about it. Why would someone pay an extra $75 to get into the lounge just to lie down unless she really needed to?
I agree that KHTS did a poor job presenting this story, but that’s generally the way they do most articles. Just don’t blame her for the inadequacies of the reporter.
What really troubles me is that you have two choices: To accept her side of the story or not, but you assume the worst of her rather than accept the possibility that she truly needs that dog for medical reasons. Shame on all of you!
I forgot to add something.
For those who ask if she can’t sit for extended periods of time, how can she fly cross country? Perhaps she flew first class where you can recline your seat.
I think it would be helpful for KHTS did a follow-up to clarify the things they may have gotten wrong and further explain anything that would clarify her story.