Wheelchair user details problems with taking service dog onto paratransit

Taking a service dog onto a paratransit bus in London is normally not a problem — as long as the owner keeps the animal leashed and in their care.

But that can be nearly impossible for some riders who rely both on a service animal and a wheelchair, said Londoner Liza Worsfold.

To get onto the bus, Worsfold needs to be brought up a specialized lift. While her service dog Helix is trained to go on it, there isn't enough space on it for them both, she said.

The solution seems simple: have the driver hold the dog's leash while she goes up the lift. But that's a problem for some drivers, Worsfold said.

"They take walkers down no problem. It's an assistive device and my dog, when he's working, is basically an assistive device," said Worsfold.

She said she's brought the issue up with London Transit and was told that she either needs to travel with an attendant or find different means of transportation.

"I don't travel with an attendant. I'm very independent. This is why I have the dog," said Worsfold. "He's a very smart dog, but he's still a dog. They still want to sniff around. They still want to, you know, be a dog."

Many drivers are happy to hold Helix's leash but others won't, adding to Worsfold's frustration. 

Causing extra stress

That gamble is something another rider who needs both a wheelchair and service dog isn't always willing to take.

"I won't always take my service dog with me because I'm afraid of getting a particular driver who won't hold the leash," said Melissa Brideau. "The last time this happened, the driver just handed the leash to someone I didn't know and then when I got home the driver refused to put it back on my chair."

She said she had the same issue as Worsfold.

"I've had my dog for four years now but she's my first service dog," said Brideau. "I'm not confident in dealing with these issues and I feel that it has gotten worse."

Anyone who believes they have been treated unfairly should lodge a complaint to London Transit so the claims can be investigated, said London Transit General Manager Kelly Paleczny in an email to CBC News.

Worsfold said she's complained numerous times and believes the current service animal policy doesn't take people who also use wheelchairs into consideration.

Drivers should be given more compassion training so they can better understand the challenges people like her face, she added.

"I've had some drivers that get very angry," said Worsfold. "I'm not saying all of them do. Some drivers are very nice."

"It's just unbelievable that in this day and age, all we're asking is to hold the leash and they're telling me that, no, it's not their responsibility. It takes tho minutes to hold the dog's leash while I get up and down the ramp. That's all I'm asking."