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SPECIAL PASSENGERS - New definitions for Service and Emotional Support Animals on routes to/from/via the United States



This is to inform that, in compliance with the regulations issued by the United States Department of Transportation (DOT):

  • The Emotional Support Animal (ESAN) service is eliminated: The DOT no longer considers an emotional support animal to be a service animal. Non-service animals are considered pets and therefore must be transported as PETC or AVIH;

  • New definition for the Service Animal (SVAN) service: a service animal is defined as a dog that is individually trained to do work or perform tasks for the benefit of a person with disabilities, whether physical, sensory, psychiatric, intellectual or other mental disability. See DOT regulations here.


Flights to/from/via the United States.

Implementation date:

January 11, 2021.


SVAN (Service Animal)

  • All customers requesting this service must complete the following 2 new forms:

·         DOT Service Animal Form: to be completed by all passengers traveling with a Service Animal (SVAN). The form attests to the the service animal’s health, training and behavior. In addition, all sanitary forms required by the country of destination or transit, as established in TIMATIC must be completed. 

·         DOT Animal Relief Attestation Form (only for flights of 8 hours or more): to be completed by passengers traveling with a service animal on flights of 8 hours or more. By completing this form, the passenger attests that the SVAN can either not relieve itself during the flight or can relieve itself in a sanitary manner.


Forms will be available at from January 11, 2021.


  • For the United States, this service request must be made by the passenger through the website > Service Animals. The travel agent may guide the passenger through the process, but this request must be made through in order to receive the form (s) required by the DOT.
  • Service animals are required to be harnessed/leashed at all times. A muzzle is recommended for use onboard should the need arise.

ESAN (Emotional Support Animal)

  • All previously confirmed ESAN services will be honored according to the conditions valid at the time of booking. 
  • Customers with a ticket issued who check-in without a confirmed ESAN booking or who request the service on this route on or after January 11, 2021 may check their dog as AVIH or PETC (as appropriate), or as service animal if the dog qualifies as a trained service animal traveling with a person with disability.


All previously confirmed ESAN services will be honored according to the conditions valid at the time of booking. 


Special Passengers