International Rule 56: Service Animals

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HA welcomes service animals trained to assist an individual with a disability (the “Owner Passenger”) who requires the animal to assist him or her in the performance of necessary activities (“Trained Service Animals”). HA also welcomes animals that are used for emotional support or psychiatric service (“Support Animals”). HA understands that these Trained Service Animals and Support Animals (together, “Service/Support Animals”) provide valuable services to passengers. For the safety and security of all, including the animals, the passengers they serve, other passengers and crew, and for necessary operational needs, this rule sets out conditions, restrictions and requirements. HA strongly recommends that you read and understand the provisions in this rule before traveling with a Service/Support Animal so that you and your Service/Support Animals are best prepared for your journey.
HA does not charge to transport Service/Support Animals. But HA reserves the right to charge the passenger for reimbursement of repair and/or cleaning costs beyond normal wear and tear associated with the transport of the animal.
Service/Support Animals are welcome to accompany the passenger into the cabin, if they meet the conditions of acceptance noted below.
HA does not accept any animals as carry-on or checked baggage for import or export.
Conditions of Acceptance.
1. HA accepts Trained Service Animals in the cabin based on the credible verbal assurance from the Owner Passenger that the animal is a trained service animal, or the presentation of a harness, tags, identification cards, or other written documentation.
2. HA reserves the right to ask the passenger what type of tasks and/or functions the Trained Service Animal performs; what the Trained Service Animal has been trained to do.
3. Requesting Documentation For Trained Service Animals. For Trained Service Animals, if the verbal assurance is not credible, HA reserves the right to require documentation that substantiates the medical need for the animal to accompany the passenger as a condition for allowing the animal to travel as a Trained Service Animal in the cabin.
4. Requesting Documentation for Support Animals. A passenger requesting to travel with a Support Animal that is used for emotional support or psychiatric service including, but not limited to, alerting the passenger to take medication or retrieving medication for a psychiatric condition, will be required to provide to HA current documentation (i.e., not older than one (1) year from the date of the scheduled initial flight) on the letterhead of a licensed mental health professional or medical doctor who is treating the person for the condition, stating the following:
  1. the passenger has a mental or emotional disability recognized in the Diagnostic and Statistical Manual of Mental Disorders-Fourth Edition (DSMIV);
  2. the passenger needs the emotional support or psychiatric service animal as an accommodation for air travel and/or for activity at the passenger’s destination;
  3. the individual providing the assessment is a licensed mental health professional and the passenger is under his or her professional care; and
  4. the date and type of the mental health professional’s license and the state or other jurisdiction in which it was issued.
5. HA reserves the right to authenticate any documentation presented.
6. Additional Documentation on International Flights. On a flight of 8 hours or more, HA reserves the right to require the passenger using a Service/Support Animal to provide documentation that the animal will not need to relieve itself on the flight or that the animal can relieve itself in a way that does not create a health or sanitation issue on the flight.
7. 72 Hour Notice and Early Check-In.
  1. To Travel with a Service/Support Animal in the cabin, Hawaiian Airlines Call Center must be notified about the Service/Support Animal at least 72 hours in advance. All passengers traveling with Service/Support Animals shall check in one hour before the check-in time for the general public.
  2. If the passenger has complied with early notification and early check-in requirements set forth above, the passenger should be assigned a seat that allows a Service/Support Animal on the floor in front of the seat. If the passenger does not comply with early notification and check-in, it may be possible that all seats that can accommodate animals are not available and the passenger and Service/Support Animal would not be able to fly on that flight.
8. Behavior. HA reserves the right to deny transport of any animals in the cabin that do not behave properly in public. An animal may not engage in disruptive behavior such as running freely around an aircraft or airport, growling repeatedly at other people, biting or jumping on people (other than on the Owner Passenger as trained for a health alert), or urinating or defecating in undesignated areas like the gate, the airport or the cabin. An animal that engages in disruptive behavior has not been successfully trained to function as a Trained Service Animal or Support Animal in public settings. An animal that engages in disruptive behavior will not be considered a Service/Support Animal, even if the animal performs an assistive function for a passenger with a disability or is necessary for a passenger’s emotional well-being. The animal will not be permitted in the cabin and will not be transported free of charge.
9. Direct Threat/Disruption. HA reserves the right to deny boarding or remove a Service/Support Animal from a flight if the animal poses a direct threat to the health or safety of others, or poses a significant disruption of cabin services. Direct threat includes an assessment at the discretion of HA personnel of the likely probability of harm, the ability to mitigate the harm and the severity of the remaining risk. A threat that HA personnel determines can be safely and adequately mitigated without causing a significant cabin disruption or flight delay would not be considered a direct threat. Direct threats or significant disruptions do not include the mere annoyance, offense or inconvenience of other passengers or crew.
10. Seating. Service/Support Animals in cabin may accompany the passenger with the disability at any seat in which the passenger sits, unless the Service/Support Animal obstructs an aisle or other area that must remain unobstructed in order to facilitate an emergency evacuation. Service/Support Animals are not permitted on the seats or in emergency exit rows.
11. Large, Heavy Animals. If the animal is too large to fit safely on the floor space in front of the passenger, HA will try to accommodate the passenger and the Service/Support Animal by moving them to empty adjacent seats in the same cabin service, if such accommodation (i) is available, (ii) is a safe alternative that does not obstruct emergency evacuation, and (iii) does not cause a significant cabin disruption or delay in flight. If there are no adequate alternatives in the same cabin service as the original seat on the same flight or subsequent flights that can safely accommodate the Service/Support Animal’s size or weight, the Service/Support Animal will not be permitted in the cabin and may be checked through baggage or cargo.
12. Government Regulations at Origin, Stopover or Destination. Regulations at the passenger’s origin or final or intermediate destination(s) apply and may impose further requirements or restrictions including, but not limited to, micro-chipping or vaccination restrictions, evidence of necessary entry permits or health certificates, limitations on the designation of service animals to dogs only, or the non-recognition of the designation of emotional support or psychiatric service animals. If an animal is not in compliance with or is prohibited by regulations, it may be denied boarding. If an animal is not permitted to enter the port of entry of the passenger’s destination due to laws or regulations governing that jurisdiction and HA transports or otherwise assists the animal to another acceptable destination, the passenger will indemnify HA for all losses including, but not limited to, costs and expenses.
HA accepts for transportation, without charge, dogs trained in explosive detection, drug search, and rescue, or other specific functions, provided:
1. The dog is properly harnessed or leashed; and
2. The dog is accompanied by its handler; and
3. The dog is not allowed to occupy a seat or be seated in emergency exit rows; and
4. The dog and its handler must be on official duty in connection with military or government services and the credentials of the handler must be verified.
Service/Support Animals in training will not be accepted by HA for transport under this rule.
Unusual Animals. HA does not accept as carry-on or checked baggage under any circumstances certain unusual Service/Support Animals. For information on animals that are prohibited, see Rule 4 Restricted Items of this tariff.
The passenger assumes full responsibility for the safety, well-being and conduct of his or her Service/Support Animals, including, but not limited to, the interaction of the animal with other passengers who may come into contact with the animal while onboard the aircraft. The passenger will indemnify HA for any losses associated with his or her Service/Support Animal other than repair and cleaning costs for normal wear and tear. Additionally, the passenger is responsible for compliance with all governmental requirements, regulations, or restrictions, including obtaining entry permits and required health certificates of the country, state or territory from and/or to which the animal is being transported and producing such documentation upon demand.
If a passenger traveling with a Service/Support Animal that cannot fit in front of one (1) seat would like to be sure to have additional space on a specific flight, the passenger, upon advance arrangement, may purchase a second adjacent seat, subject to availability and payment of the applicable published adult fare as permitted under Rule 550. The free baggage allowance in these cases will be twice the normal allowance.