Your Dog’s Papers, Please

Mindy Morley and Heather Masch arrived at the venue with their service dogs, only to have venue security tell them they could not enter without producing vaccination papers for their Cardigan Welsh corgis trained as medical alert dogs, according to the Asbury Park Press. Morley told the paper she’d called the PNC Bank Arts Center in advance to check on the service animal policy and was told there would be no problem.

But apparently security didn’t get the message. Morley and Masch were denied entry and their tickets, which cost about $300, were refunded, they told the Press.

A third ticketholder with a service animal was also denied entry. Live Nation operates PNC Bank Arts Center, and acknowledges “confusion” existed around the service animal policy.

“Event security acted with their best intentions and understanding around these policies including requesting proof of vaccination,” Live Nation said in a statement to Pollstar. “Since the ticket holders did not have proof of vaccination, security was unable to allow them access into the venue. They were offered a full refund at that time. “

Upon further investigation, however, we have found that proof of vaccination may not be required in certain circumstances. We regret the error and will be reaching out to the patrons directly in the hopes that they will feel comfortable to return to the venue with their service animals in the future. We will do our best to educate staff at all our venues regarding the clarification of these policies.”

According to the ADA website, businesses and organizations that serve the public generally “must allow service animals to accompany people with disabilities in all areas of the facility where the public is normally allowed to go.”