Texas Representative Dan Crenshaw has expressed dissatisfaction with United Airlines, alleging that its employees were “completely unhinged” when they prevented his dog from boarding a flight. In an 8-minute video posted on X, Crenshaw shared his frustration, stating that his wife and mother-in-law remained calm during the incident at Houston’s George Bush Intercontinental Airport.
According to reports from CW39 Houston, Crenshaw’s wife, accompanied by her mother, 2-month-old daughter, and the family dog named Joey, was checking baggage into a United flight. The family was en route to Washington, D.C. to visit Crenshaw when the incident occurred.
In the video, Crenshaw claimed that his wife, upon learning that the dog could not fly with United, decided to switch to a Southwest flight. A United representative mentioned in an email to USA TODAY that the airline attempted to resolve Crenshaw’s concerns amicably but disagreed with his characterization of the incident. The statement asserted that the United employee’s actions were intended to ensure the safety of Crenshaw’s dog.
The video footage showed a United agent seemingly removing tags from the family’s bags, including the carrier, while Crenshaw’s wife was exploring other flight options on her phone. Crenshaw’s wife intervened to stop the agent.
Despite being informed that the women were no longer checking in, Crenshaw claimed that the United agent attempted to take the small dog out of its carrier, expressing a desire to “get the dog, photograph him, and report my wife so they can never fly again.”
United Airlines has specific pet policies, as outlined on its website. The airline allows dogs and cats in the cabin when space is available, with certain size requirements for the pet carrier. While there are no weight or breed limitations, the carrier must fit under the seat in front of the passenger. Pets must be able to turn around and stand inside their carriers. The only animals allowed on the plane without a carrier are service animals.
In the video, Crenshaw criticized United Airlines for its handling of the incident, expressing his frustration with what he perceived as an unnecessary and disruptive situation. The representative highlighted the impact on his family’s travel plans and questioned the airline’s decision-making.
The incident brings attention to the challenges passengers may face when traveling with pets and the importance of clear communication between airlines and passengers regarding pet policies. It also raises broader questions about customer service, empathy, and the balance between enforcing rules and accommodating passengers’ needs.
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