Research in Hospitality Management (May 2024)
Travelling together: exploring the impact of support and service animals on travel experiences
Abstract
The phenomenon of multi-species families is increasingly linked to the growing awareness of the benefits of emotional support and service animals. As more people adopt various animals into their homes, it becomes crucial to understand how these family arrangements influence travel experiences. The presence of these animals during travel directly impacts the well-being and safety of travellers, contributing to the emotional and behavioural dynamics of multi-species families in transit. Consequently, the hospitality, tourism, and transportation industries must adapt to accommodate the growing number of tourists travelling with their animals, whether for work or leisure. The United States is the focus of this research due to its significant role in regulating emotional support and service animals, allowing for comparisons with the diverse regulations across European countries. This study aims to: (1) investigate current U.S. legislation regarding emotional support and service animals; (2) explore the challenges faced by owners of these animals during travel; and (3) highlight the practical experiences of owners travelling with emotional support and service animals. The methodology used is an exploratory qualitative review. The research highlights the experiences of Em and Jennifer, Brazilian students who travelled to the USA with their animals, illustrating the variations in travel experiences with emotional support and service animals. In conclusion, while acceptance and accommodation of these animals are evolving, particularly in the US hospitality industry and tourist attractions, challenges and a lack of understanding still exist in some establishments. This underscores the importance of studies like this to raise awareness and educate about the needs of families that rely on their animals. The increasing prevalence of multi-species families positively influences the availability of pet-friendly services, which can significantly impact travellers’ choice of accommodation when accompanied by their pets.
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