TL;DR:

A Queensland woman, Lisa Robinson, who lives with PTSD, was twice denied flights on Air New Zealand with her accredited assistance dog. After filing a discrimination complaint, the airline updated its international travel policy to recognize Australian-certified assistance dogs, marking a milestone for disability inclusion and accessible air travel.

The Heart of the Hurdle: A Bond That Couldn’t Board

Lisa Robinson, a Brisbane-based former paramedic managing post-traumatic stress disorder (PTSD), depends on her assistance dog, Lilly, for emotional regulation and daily confidence. Lilly—a trained Bichon Poodle—alerts Lisa to early signs of anxiety and grounds her during stress spikes. Together, they’ve navigated buses, hospitals, and crowded spaces with ease. But when Lisa tried to fly to her native New Zealand, the skies weren’t as welcoming.

In 2022 and again in 2024, Air New Zealand denied Lisa’s boarding requests, claiming her dog didn’t meet its internal list of “approved” assistance animal categories. Despite Lilly’s verified state accreditation and prior flight experience with other airlines, Air New Zealand insisted she travel in the cargo hold. For Lisa, this wasn’t a small inconvenience—it meant isolation from her support system and family back home.

“Without her, my world just shrinks,” Lisa said. “She’s not a pet—she’s my lifeline.”

Pushback and Pivot: From Complaint to Conciliation

Refusing to accept the decision, Lisa filed a discrimination complaint with the Queensland Human Rights Commission, supported by the Justice and Equity Centre. Her legal team argued that the refusal breached disability discrimination laws, which require reasonable adjustments for people with disabilities—including recognition of accredited assistance animals.

After mediation in August 2025, a confidential settlement was reached. The outcome? Air New Zealand revised its policy to allow assistance dogs certified by Australian states and territories to travel in the cabin on trans-Tasman flights, provided they meet safety and biosecurity requirements.

In a statement, Air New Zealand’s Chief Operating Officer Alex Marren said the airline had “listened carefully to feedback from passengers and advocacy groups” and would continue refining policies to make travel more inclusive.

For Lisa, the win is personal—but it’s also systemic. “It shouldn’t take a legal fight to fly with an accredited assistance dog,” she noted, urging other airlines to follow suit.

The Bigger Picture: Disability Access in the Skies

Lisa’s case underscores a broader issue—Australia lacks a unified national framework for recognising assistance animals across industries. Airlines, state laws, and even service providers often apply different standards, leaving travellers with disabilities facing confusion and inconsistency.

Disability advocates, including People with Disability Australia, have long pushed for national alignment to prevent cases like this. For many, assistance dogs aren’t just companions; they’re mobility aids that enable independence, employment, and community participation.

The good news? The federal government’s Aviation Disability Standards—currently under development—aim to simplify these rules and improve staff training, ensuring all airlines uphold accessibility obligations consistently.

Lessons for Travellers and Providers

Lisa’s experience offers practical lessons for both travellers and service providers:

For Travellers:

• Know Your Rights: Assistance animals registered with Australian state authorities are protected under the Disability Discrimination Act 1992.
• Document Everything: Carry certification documents, training verification, and vaccination records.
• Plan Ahead: Contact airlines in advance and confirm acceptance in writing.
• Seek Support: If you face discrimination, reach out to your state human rights commission or advocacy organisations.

For Providers and Airlines:

• Standardise Policies: Align criteria with national accessibility principles.
• Train Staff Regularly: Understanding hidden disabilities like PTSD is essential for inclusive service.
• Engage with Advocates: Collaborate with disability groups when revising policies.

Final Thoughts: A Flight Path Toward Inclusion

Lisa Robinson’s perseverance transformed personal frustration into meaningful policy reform. Her success echoes the NDIS principles of choice, control, and dignity, proving that one voice—paired with persistence—can drive institutional change.

This victory doesn’t just open doors for Lisa and Lilly—it opens cabin doors for countless others whose independence depends on equal treatment.

It’s a reminder that accessibility doesn’t stop at the airport gate—it should take flight with every passenger.

FAQs

1. Why was Lisa Robinson denied boarding?
   Air New Zealand previously did not recognise Australian-accredited assistance dogs on international routes, limiting travel for passengers with disabilities.
2. What changed after her case?
   Following her discrimination complaint, the airline updated its policy to accept assistance dogs certified by Australian state or territory authorities on flights between Australia and New Zealand.
3. How can travellers ensure smooth approval for assistance animals?
   Submit documentation early, confirm approval in writing, and keep medical or training evidence handy.
4. What laws protect assistance dog users in Australia?
   The Disability Discrimination Act 1992 mandates reasonable adjustments to accommodate people with disabilities, including those using accredited assistance animals.
5. What’s next for airline accessibility?
   The Australian government is developing national Aviation Disability Standards to ensure consistent, fair treatment across all carriers.