Travelling with a trained service dog
Before your flight
Planning and reservation
Please notify us about your trained service dog at least 48 hours before departure. This allows us to make necessary arrangements to accommodate your needs. You can do this by contacting our Customer Contact Centre.
Documentation
Check if you have all the required documentation for your service dog. This includes a certificate proving the dog has undergone qualified training, a health certificate from a veterinarian, and proof of vaccinations. Depending on the destination country's regulations, additional documentation may be required for international travel.
At the airport
Check-in
Inform the staff at the check-in counter that you are travelling with a service dog. They will verify your documentation and provide any additional assistance you may need. KLM staff are trained to support passengers with disabilities and will ensure a smooth check-in process.
Security screening
During security screening, you and your service dog undergo a special process. The dog will not be separated from you but may need additional screening. Security personnel are trained to handle service dogs with care and respect.
Boarding
When it's time to board, you will be given priority boarding to allow you and your service dog to settle in comfortably. KLM staff will assist you in finding your seat and ensuring your dog is properly situated.
On board experience
Seating
Our aircraft is designed to accommodate service dogs, ensuring they fit within your foot space without obstructing the aisle or other passengers. Your dog must stay within the dedicated space and always be under your control. If your dog is too big for the cabin, KLM may discuss alternative seating arrangements or transporting the dog in the cargo hold.
For flight safety reasons, your dog must be secured to the seat belt during all phases of flight, even when you are not in your seat or when the fasten seat belt sign is switched off. If the harness lacks a suitable belt or connector, an extension or infant belt may be used to secure the dog to your seat belt. Please note that if you rely entirely on your dog's support, you can take your service dog with you during walks in the cabin, such as visits to the lavatory.
Behaviour
Your service dog must always be well-behaved and under your control at all times, with the use of a harness or leash. If your dog exhibits disruptive behaviour, the crew may need to take measures to ensure the safety and comfort of all passengers. A properly trained dog will remain at its owner’s feet, not bark or growl at other people, bite, or jump on people.
Relief areas
You must ensure that your trained service dog will not need to relieve itself while on the aircraft or will do so without creating any health or sanitary issues. Major airports provide dedicated relief areas. If your flight is long, the airport staff may assist you in locating these areas during layovers. It's important to plan for your dog's needs and take advantage of these facilities.
Arrival at your destination
Disembarkation
Upon arrival, you will be given priority disembarkation to ensure a stress-free exit from the aircraft. KLM staff will assist you with any additional needs you may have.
Customs and immigration
Depending on your destination, you may need to present your service dog's documentation to customs and immigration officials. KLM staff can guide you through this process.
Travelling to the United States
If you are flying to or from the United States, you will need to complete 2 U.S. Department of Transportation Service Animal Air Transportation Forms. Please print the forms, sign them by hand and bring them with you to the airport.
If you are travelling with a service dog, you do not have to fill out the KLM form:
- For travel booked 48 hours or more prior to departure, you must submit this documentation in advance for validation via KLM CARES.
- For a flight booked less than 48 hours prior to departure, you may present the forms at the check-in counter or gate.
To arrange this via KLM CARES, please send an e-mail to klmcares.usa@airfrance-klm.email , call +1 833-855-0814 or send a letter to: Air France – KLM P.O. Box 981975 El Paso, TX 79998-1975 – USA.
As from 1 August 2024, new rules apply to dogs – including service dogs - travelling to the United States:
You need to fill out the Dog Import Form by the United States Centers for Disease Control (CDC). If your dog is between 6 and 12 months old, you must complete the form at least 15 days before departure. - Please bring a digital or paper receipt of the completed form to the airport.
- Your dog must be microchipped.
Your dog must be at least 6 months old. If your dog is younger, please contact our Customer Contact Centre.
Country specific requirements
In the UAE, passengers traveling with a service dog must submit documentation to the UAE Ministry of Climate Change & Environment (MOCCAE) at least 4 working days before departure. This documentation includes proof of the dog's training, health certificates, and vaccination records. The UAE has strict regulations regarding the importation of animals, and it is important to comply with these requirements to avoid any issues at the airport. Please note that you must submit your request to travel to the United Arab Emirates with your service dog 96 hours before your flight. Ensure you include all the required documentation for acceptance of your service dog.
Arrival at the airport
Upon landing at the airport, service dogs are transported in a kennel. You will proceed to the customs area with your service dog. Inform the customs officer that you are travelling with a service dog. The officer will then call a MOCCAE veterinarian to meet you at the customs area
Veterinary check
The MOCCAE veterinarian will cross-verify all your original documents with the copies submitted in advance. This includes checking the health certificate, vaccination records, and other required documentation. Then the veterinarian will conduct a brief health check on the dog to ensure it meets the UAE's health and safety standards. During this check, you will be temporarily separated from your service dog. The duration of the veterinary check can vary, but it typically takes around 30 minutes to an hour. Specialised personnel will assist you while the veterinary check is being conducted. The personnel will help you navigate the airport, provide necessary support, and ensure you are comfortable when separated from your service dog. You will be directed to a dedicated waiting area, and the handler will stay with you to provide assistance and keep you informed about the progress of the check.
Customs clearance
You will proceed through customs once the veterinarian has verified all documents and completed the health check. The customs officer will finalise the clearance process, allowing you and your service dog to enter the UAE.
You must provide proof of the dog's training and health. Service dogs must be trained by accredited organisations such as the South African Guide-Dogs Association for the Blind. An import permit is required to bring any animal into South Africa. You can obtain this permit from the South African Department of Agriculture, Forestry, and Fisheries (DAFF). The permit application should include the dog's details, health status, and training. The dog must wear an identification jacket or vest displaying the details of the training establishment. Additionally, the dog must always be well-behaved and under the handler's control. Upon arrival, the service dog will undergo a veterinary check by a DAFF official. This check ensures that the dog is healthy and meets all import requirements. The veterinary check typically includes reviewing the health certificate and vaccination records. You are strongly advised to make a request and send the applicable documents a minimum of 96 hours before departure.