A service dog owner wanted to visit a New York festival with some friends. However, upon arriving, she was immediately questioned about the validity of her service dog. She decided to take matters into her own hands and school the workers on proper procedure when it comes to service animals.
Maddie (@maddies_geb_journey) is a service dog handler who takes her very necessary pup everywhere she goes. Recently, she went with some friends to the Rochester Lilac Festival in New York. While there, she said she was “singled out” of the crowd by security officers due to her service dog. From there, Maddie was separated from her group. The initial officer who stops her tells her they “don’t allow dogs” in the festival area. Maddie tells him that her dog is a service animal. He then asks her for paperwork, which she states “is illegal to ask for.”
Maddie is told by the first officer to “stand to the side” even though she explains the rules and regulations for service animals. He calls another officer to assist him. While doing so, he questions the container she’s carrying because you’re not permitted to bring drinks with you. She explains, “It’s a medical solution prescribed by my doctor.”
Finally, the second security officer arrives. He asks, “Do you have some type of ID or something for the dog?” Maddie kindly states, “So that’s actually against federal law to ask for.” The officer listens to Maddie explain her reasoning for having a service dog. She then coaches him on the Americans for Disabilities Act, which states that asking for proof is against the law. He shares straightforward, “I’m not familiar whatsoever, to be honest.” When she reiterates what her service animal is used for, he says, “Perfect” and allows her through.
Maddie says that she did her best to “stay calm” given the circumstances she faced. She wanted to “avoid escalating the situation” and answered all of their questions even though she said her “anxiety was through the roof.” Even upon entering the festival, Maddie said there were several pets there and not service animals, either. It makes you wonder how they were able to get through. Maddie also says she sent “multiple emails” to festival organizers but never heard back.
Commenters immediately reacted to Maddie’s video, with many of them showing support to her and her dog. One commenter understood the laws related to service animals and shared them for all to see: “Per ADA you are allowed to ask two questions: 1. Is this a service animal? And 2. What task is it trained to perform? Idk how people don’t know that…” Yet another commenter asked, “How in 2026 do businesses not know the law and train their employees correctly?!” Another commenter mentioned, “At least he admitted he wasn’t familiar with the law and didn’t argue. First time I’ve ever seen that!”
As the video makes rounds on social media, more and more commenters share their opinions regarding ADA laws and uninformed employees. Though many commenters agree that Maddie handled it well, others shared that they think she had a bit of “passive aggression in their tone” given the circumstances. They continue to share their reactions as the video gains notoriety.
