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Frontier Airlines passenger stranded due to emotional support parrot policy

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Frontier Airlines passenger stranded due to emotional support parrot policy
Policy
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Frontier Airlines | Official Website

A passenger on Frontier Airlines faced difficulties returning from Puerto Rico to New York due to her emotional support parrot not being allowed on the flight. Despite having traveled from New York JFK to Luis Muñoz Marín International in San Juan with the parrot, Plucky, without any issues, the passenger, Maria Fraterrigo, was informed that she couldn't bring the parrot on her return flight.

Maria, an 81-year-old resident from New York City, described her close bond with Plucky, whom she has cared for over 20 years. Plucky transitioned from being a pet to an emotional support animal after Maria's husband passed away. During Maria's recent trip to Puerto Rico, she was unexpectedly told she couldn't fly back with Plucky. Her son, Robert, attempted to prove that the parrot is a service animal, but was informed that the parrot was "not checked correctly" on the outbound journey.

A spokesperson for Frontier Airlines mentioned, "We are currently investigating the matter and are in contact with the customer and her family to assist her in returning home as soon as possible."

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Frontier Airlines has provided a refund of the $190 fare and an additional $250 voucher to Maria. However, she remains in Puerto Rico, unable to find another airline that will allow Plucky onboard. The confusion arose because, while Frontier did allow Maria to travel to Puerto Rico with Plucky in a TSA-approved carrier, the airline's policy only permits small household birds and not parrots. The airline's website states that only trained dogs are accepted as service animals.

Frontier Airlines serves multiple routes from its base in San Juan, Puerto Rico, including New York JFK. According to aviation analytics company Cirium, April's return flights on these routes include 133 flights to Orlando, 60 to Newark, 57 to Philadelphia, 42 to Miami, and 41 to Tampa.

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