Man with service dog nearly denied entry to luxury cruise after company makes him get unnecessary documentation from government officials: ‘The process has been extraordinarily long and also costly’

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Blake Seidel • Managing Editor & Brand Manager
Apr 22, 2025 9:00 AM EDT

Happy Tuesday, animal fam. We love all kinds of doggos, from big to smol, derpy to intelligent, and from family dogs to working dogs. Both serve an invaluable purpose to our lives and the lives of their owners, and the world just wouldn't be as bright without them. Especially service doggos! They help make people's lives infinitely better - from alerting their owners before a seizure begins to keeping them safe on busy streets. That's why we think it's just so bonkers that people with service dogs have to go through so many hoops just to get them allowed in certain places!

This story, however, is pawticularly upsetting. Shane and his service doggo booked a ticket to a well-known luxury cruise line, which clearly stated that they were both wheelchair and service dog accessible. However, upon notifying them of his service dog, the company proceeded to make him jump (not literally) through many unnecessary and costly hoops in order to verify his service animal. The whole process made it seem like they actively didn't want him and his pupper onboard. Scroll down to watch the whole explanation below!

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  • 01
    wheelaroundtheworldwithshane Will Disney let my service dog board the cruise? I'm about to board the Disney Wonder, but after 20+ hours of emails, vet visits, and back and forth with government departments, things are still uncertain. Whitney and I are ready but is Disney? Come with me as we find out if this magical cruise is truly accessible.
    via wheelaroundtheworldwithshane
  • 02
    The Disney Wonder was made in 1999. Disney WONDER
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  • 03
    I'll be checking out accessibility. A CAUTION CUIDADO WET FLOOR
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  • 04
    5.2FT-1 SBN I'll be looking at the pools
    via wheelaroundtheworldwithshane
  • 05
    have been extraordinarily challenging. FTRO
    via wheelaroundtheworldwithshane
  • 06
    After I went to the vet with Whitney,
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  • 07
    s.kits I used to work for DCL and having service dogs was always a highlight. I would just say that as Disney hasn't done many Australian cruises they may be trying to implement American rules that don't necessary crossover. I think with more cruises in Australia and feedback from passengers like you they can work this out. It will be interesting to see wonder from your perspective
    via s.kits

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  • 08
    me 1 Feb to Disney, Samantha, Rhett ✓ Dear Lee, ← ... Thank you for your prompt response. Please find the attached documentation as requested. I feel compelled to express my disappointment with the difficulty and frustration I have experienced in obtaining this information for a simple cruesent all the mania. I find it quite unreasonable that person with a disa documentation to process, especia considering my previous travels on this rD Disneyad plane without such documentation. The fact that th
    via wheelaroundtheworldwithshane
  • 09
    me 1 Feb to Disney, Samantha, Rhett Dear Lee, J Thank you for your prompt response. Please find the attached documentation as requested. I feel compelled to express my disappointment with the difficulty and frustration I have experienced in obtaining this information for a simple cruise from Melbourne to Tasmania. I find it qu rson with a disabilit And this is what process they had to say, without travels such documentation. The fact that the cruise remains within Australian waters makes this re
    via wheelaroundtheworldwithshane
  • 10
    Lee (Disney Cruise Line) Jan 30, 2025, 9:21 AM EST Dear Shane, We are doing a quick check-in to see how you are progressing with the mandatory documentation from the Australian Department of Forestry & Fisheries (DAFF) needed to sail with your assistance dog on the Disney Wonder? WH with the mandatory document to Disnex fruise Line snorial Services documentation wonder at this eman aadress prior to your Disney Wonder sail date. Lastly, you must bring the original documents with you and have such
    via wheelaroundtheworldwithshane
  • 11
    inports@agriculture.gov.au for final assessment and if applicable for approval. Without final departmental approval of the completed documentation the assistance dog will not be able to board the cruise vessel. We want to ensure you have a seamless to board the cruise vessel.
    via wheelaroundtheworldwithshane
  • 12
    Given this is a domestic cruise only there is no need to have an import permit. Thanks also for Whitney's treatment details, this is a good idea as some domestic cruise ships can also travel internationally and pick up overseas parasites like ticks. said that all this paperwork
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  • 13
    Hi Amanda, Shane here, I'm not sure if you can help but I thought I'd reach out. Tomorrow (Monday, 3rd) at 1 PM, I'm boarding a Disney Cruise from Melbourne to Hobart with my service dog, Whitney. When I booked, I contacted the Australian Department of Agriculture, Forestry & Fisheries (DAFF) to confirm the requirements. They advised that I only needed a letter from my vet confirming Whitney had received the necessary treatments (ticks, tapeworm, etc.), which I provided to the cruise company. I
    via wheelaroundtheworldwithshane
  • 14
    Australian Government Department of Agriculture, Fisheries and Forestry onto Department of Agriculture,
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  • 15
    Hi Shane OFFICIAL Thanks for reaching out and apologies if you have received inconsistent advice for Whitney. Your query has come to me for consideration. Given this is a domestic cruise only there is no need to have an import permit. Thanks also for Whitney's treatment details, this is a good idea as some domestic cruise ships can also travel internationally and pick up overseas parasites like ticks. We will reach out to our border staff in Melbourne and ensure they are aware of this advice. So
    via wheelaroundtheworldwithshane

  • We honestly can't believe it. After all of that effort, all of that time spent trying to do the “right thing," it turns out that none of it was necessary at all. That just blows our minds. We would be livid, to say the least.

  • 16
    michael_oh.sax Having worked on cruise ships (and currently working on one ) it is very important that you document this. There are lots of weird rules that cruise companies and ships think they can implement without oversight or consulting the guest or crew that are actually working on the ship. 99% of the time issues like this are caused by shoreside administration being totally out of touch with the reality of being a passenger of a ship.
    via michael_oh.sax
  • 17
    wakara101 That's crazy what they are doing for a domestic cruise
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  • 18
    All up I've spent over 20 hours
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  • 19
    Swan Street Veterinary and Wellness Centre 00 et.com.au Opening Hours: Hours Monday-Friday 7:30am-400pm Saturday Sunday 8am-1pm Closed after hours emergencies Ananced Vet Care 1082 0400 5 best Погре The process has been extraordinary long
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  • 20
    NEW Iwam Swan Street Veterinary and Wellness Centre T 03 91110000 swanstreetvet.com.au Opening Hours: Monday-Friday 7.30am- Saturday Sunday 8am-1pm Closed Ananced Vet Care 0120400 DEL Part of the best for and also costly.
    via wheelaroundtheworldwithshane
  • 21
    LINE 20 MINUTES LATER waiting for you, 23 push NZ
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  • 22
    shiakahn So they've been doing this cruise for 25 years... And they still don't have the protocols and procedures correct??? And why aren't they calling you instead of emailing for hours on end? Complete incompetence.
    via shiakahn
  • 23
    prettylittlejbird So happy to see Whitney got to join you! Very excited to see more content from you and Whitney!
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  • 24
    via wheelaroundtheworldwithshane

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