London woman says bus drivers have refused rides over where her service dog sits

When Chloe Towns boards a London Transit bus, she says she depends on two things to make the trip: the bus itself and her service dog, Baxter.

But over the past three months, the London, Ont., woman says several transit rides have ended in uncomfortable confrontations with drivers over where Baxter is allowed to sit.

“With bus drivers, I’ve had them yell, tell us to get off, stop the bus and refuse to continue driving until we get off the bus,” Towns said.

The dispute centres on Baxter's training. Towns says the dog, who assists her with complex post-traumatic stress disorder (C-PTSD) and Crohn's disease, is being trained to sit beside her so he can perform tasks related to her disabilities.

“If I’m feeling anxious or having difficulties, he will do deep pressure therapy. Sometimes he does it on command, sometimes he does it when he feels it’s necessary for me,” Towns said.

“He will lay across my lap applying pressure to help reduce anxiety. He does that a lot on the bus, which really helps me.”

The London Transit Commission's policy states that “service animals are permitted on buses if working in aid of the person making the trip,” adding that animals must “remain in the care and control of the owner at all times.” The policy does not specify where the animal must sit.

Towns said she contacted LTC customer service and was told Baxter could sit in the seat next to her. She said some drivers have also allowed the arrangement without issue.

However, LTC spokesperson Caroline Roy said in an email to CBC News that it is the commission's "expectation that animals not occupy a seat." CBC News has asked for further clarification on how the expectation is communicated to staff and riders, but has not received a response by the time of publication.

The differing messages have left Towns frustrated.

"I shouldn't have to explain all the reasons why I have a service animal and explain my legal rights constantly," she said.

"It is very embarrassing and anxiety-provoking. Lots of passengers are hearing, and I feel like I shouldn't have to explain myself."

Towns says she wants to see greater consistency in how the policy is applied and more education for both transit operators and the public.

"I'm not the first, and definitely not the last, to bring a service dog on the bus," she said. "I think they need to know the rules, the laws and the rights of a handler of a service dog.

"There needs to be a lot more education and training around that."

CBC News also reached out to ATU Local 741, which represents London transit operators, but did not receive a response.

Under Ontario's Accessibility for Ontarians with Disabilities Act (AODA), service animals do not require a training certificate or identification card.

With the exception of guide dogs, Ontario accessibility standards do not prescribe specific training requirements for service animals assisting people with disabilities. Service animals may be trained by professional trainers or by their handlers.

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To qualify as a service animal, the animal must either be readily identifiable through visual indicators such as a vest or harness, or the owner must be able to provide documentation from a regulated health professional confirming the need for the animal.

Towns ensures Baxter has both. He wears a green vest with a patch that reads “service dog in training” and his documentation from St. Joseph’s hospital is in one of the vest’s pockets.

The AODA's Integrated Accessibility Standards does not make any distinction between service dogs that are in-training or fully trained.

Towns said she hopes the experience encourages more people to learn about the role service animals play in the lives of people with disabilities.

“When he is working, he is medical equipment,” Towns said. “Maybe it’s extreme, but if I had an oxygen tank or if I was diabetic and had a Dexcom, you wouldn’t come up and touch that or interfere with that.”

She also wants clearer communication from London Transit about its expectations and policies.

"Part of the reason I have a service dog is to help me get out, do things and live the most normal life I can," Towns said.

"So running into these obstacles makes that a lot more difficult."