A recent incident involving a bus driver and a mother with a service dog has sparked concern about awareness and adherence to disability rights in New Zealand. Brie Crosweller has described an experience that left her and her four-year-old daughter feeling distressed after being denied access to public transport due to her service animal.
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Crosweller took to social media to recount the events that unfolded one evening. She explained that her daughter, referred to as “O,” boarded the bus after it arrived at approximately 6:30 p.m. However, Crosweller claimed that when she attempted to follow with her certified mobility dog, Lenny, the driver glanced at the dog and promptly shut the doors, denying them entry.
In her Facebook video, Crosweller expressed her disbelief and disappointment. “O, Lenny and I were denied access onto a bus! Not only is this illegal, but O actually got trapped on the bus first,” she stated. She further elaborated on how her daughter eagerly boarded when the doors opened but quickly became upset when the driver decided to close them.
Crosweller stated that her dog, Lenny, is trained to assist her with mobility challenges and is permitted on public transport under New Zealand laws pertaining to service animals. She alleged that the driver refused to communicate with her during the encounter. “Eventually, he does open the doors. My daughter jumps off. She’s now upset. I’m freaked out, but the doors shut immediately,” she recalled in her emotional recounting of the ordeal.
While some passengers appeared sympathetic, one individual courageously intervened, attempting to support Crosweller. However, the driver maintained that Lenny should wear a muzzle, a point that Crosweller contested as incorrect. The distress of the event reached a peak as both mother and daughter found themselves in tears, overwhelmed by the misunderstanding and the driver’s refusal to allow them entry. “I’ve never been so humiliated. It was horrible that I only had one person stand up for me,” Crosweller lamented.
The incident took a toll on her daughter, O, who displayed fear about riding the bus again after the experience. Crosweller shared that her daughter voiced concerns about the possibility of being trapped on a bus without her mother. The emotional aftermath of the encounter has been significant for both, underscoring the need for greater awareness and compassion in public spaces.
In response to this incident, a spokesperson for Auckland Transport conveyed their sincere apologies to Crosweller and her daughter. They confirmed that service dogs are indeed always welcome on their buses, trains, and ferries. “This was not acceptable from this bus driver,” the spokesperson remarked, asserting that they are actively addressing the situation with the bus operator involved.
Auckland Transport highlighted that all drivers are trained regarding disability assist dogs as part of their standard induction processes. They intend to enhance ongoing training to prevent such situations from occurring in the future. The spokesperson clarified that service dogs do not require muzzles, and their handlers have access to priority seating areas on public transportation, further emphasising the importance of education and compliance in these scenarios.
Crosweller’s account has gained attention not only for its emotional content but also for raising questions about the treatment of individuals with disabilities in public transport settings. The case serves as a reminder of the ongoing challenges faced by those relying on assistance animals and the importance of understanding and adhering to legal obligations related to service animals.
As the discussion continues, Crosweller has urged others to speak out if they witness similar incidences in the future. Her experience stands as a poignant reminder of the need for empathy and awareness in public interactions, particularly concerning those with disabilities. Those involved in public transport services are encouraged to reflect on their training and approach to ensure that such events are not repeated.