As a dedicated resident of Sedona, I have often engaged with the services of Verde Canyon Railroad, always accompanied by my three and one half -pound medical alert dog. This faithful companion, essential due to my specific medical condition, has been with me for over a decade, seamlessly joining me on past railroad journeys.
However, my latest visit presented unprecedented challenges. With the intention of introducing the evening tour's wonders to visiting friends, I was stopped during the check-in process by an employee, Ashley. She stated, without hesitation, that emotional support dogs were not permitted. Perceiving a possible misinterpretation and incorrect assumption, I explained that my little 3.5 pound dog is a designated medical (seizure) alert animal, not merely an emotional support pet.
Ashley's subsequent response was both perplexing and concerning. Initially, she pointed to the train's private ownership, insinuating exemption from ADA (Americans with Disabilities Act) standards, emphasizing the owners' independent rule-setting. Her narrative then shifted, suggesting their operations were governed by TSA guidelines. This struck me as odd, given that under TSA regulations, my dog and I frequently travel via airlines without any obstructions.
For clarity, I showcased my dog's service vest, and id card which prominently identifies her as a medical alert dog. I also presented a physician's letter, emphasizing the imperative of my dog staying within 2 feet of my face.
Rather than understanding, Ashley not only disregarded my evidence but then threatened denial of access due to my medical condition. This apparent inclination towards discrimination and deviation from standard legal practices around accessibility is deeply troubling.
While another staff member did try to mediate, suggesting that service animals should be leashed and stay on the floor, it is important to note that specific medical conditions, like mine, sometimes demand exceptions to the ADA's general guidelines. To this end, I promptly leashed my dog.
Yet, the tribulations persisted. Approaching the train, my intent being to sit on the floor with my dog to adhere to guidelines, Ashley audibly and publically intervened, effectively barring my entry. Many of the other passengers witnessed this and were just as horrified and shocked as I was at this discrimination and combative treatment.
Based on this encounter, I raise the following concerns:
*All businesses, regardless of their ownership structure, should unflinchingly uphold legal standards and ethical principles.
*It appears Verde Canyon Railroad staff, as evidenced by this incident, may lack proper training on the rights and provisions for disabled Americans.
*The caliber of customer service, especially from Ashley, was deeply unsatisfactory. My attempts to elucidate were consistently dismissed, the pertinent medical proof was overlooked, and our interaction was curtly terminated.
* The one honorable thing Ashley did was refund me the overpriced cost of the tickets.