The Art Of Dog.™

There have been many heroic stories of search dogs working what became known as Ground Zero after the tragedy of 9/11. But we also remember two separate stories about the guide dogs who brought their humans to safety as the day’s events were unfolding.

Roselle, a yellow Labrador Retriever, and Michael Hingson first met on November 22, 1999 at Guide Dogs for the Blind. She was his fifth guide dog. “It was obvious from our very first walk together that we were a perfect match,” said Michael.

The teamwork they developed was put to the ultimate test on September 11, 2001. As a computer sales manager, Michael was working at his desk on the 78th floor of the World Trade Center’s north tower when American Airlines Flight 11 crashed into the other side of the building, 18 floors above. Roselle guided Michael down 1,463 steps out of the building. Just as they emerged from the building, the south tower collapsed. “While everyone ran in panic, Roselle remained totally focused on her job,” said Hingson. While debris fell around them, even hitting them, Roselle remained calm. She found a subway station and led them both underground to safety.

As usual, Dorado, a yellow Labrador Retriever was lying under the desk of his charge, Omar Eduardo Rivera when the first plane hit the North Tower of the World Trade Center. Rivera’s office was on the 71st floor and he heard, felt and smelled what was happening. He also felt the unbearable heat. As he and Dorado moved toward the exit, Rivera thought about the number of stairs ahead of them and felt he would never make it. “Not having any sight I knew I wouldn’t be able to run down the stairs and through all the obstacles like other people. I was resigned to dying and decided to free Dorado to give him a chance of escape. It wasn’t fair that we should both die in that hell,” said Rivera. He unclipped Dorado’s lead, ruffled the dog’s head, gave him a nudge and ordered him to go.

Rivera felt himself alone for several minutes, but then felt a familiar fuzzy nudge beside him. “He returned to my side a few minutes later and guided me down 70 flights, out into the street,” said Rivera. They did get separated by the panicked crowd for a few minutes in the stairwell. But within moments, the dog found his way back to Rivera and again nudged his leg. As the two were making their way down the stairs, a co-worker caught up with them. Rivera held her arm with his right hand and with Dorado guiding him on his left, the dog helped them get down the stairs and onto the street. It took them more than an hour to get down the stairs and reach a safe distance before the tower collapsed.

A Southwest Airlines employee said he was sick and tired of people with their “fake service dogs” getting a free ride on the airlines, and decided to take matters into his own hands. But, he may have taken out his frustrations on the wrong person, dog and organization.

Richard Starks, a trainer with Florida’s K9s for Warriors, was all set to travel from San Jose, California to Tampa, Florida with Stew, a service dog in training on Saturday, August 31. Starks was transporting the 112-pound Bull Mastiff, scheduled to be assigned as a service dog to retired Staff Sgt., Alonzo Lunsford, a survivor of the 2009 Fort Hood mass shooting.

Starks and Stew had been cleared for boarding by Southwest Airlines Customer Service. They made it through security. But just moments before setting foot on the plane, Starks was detained by a Southwest Airlines supervisor who began loudly interrogating him, even stating, “You look fine to me…” Even after Starks presented the proper paperwork including Stew’s service dog ID, the employee would not allow the pair to board the plane. He insisted that Starks publicly disclose the details of his own disability before being allowed on the plane.

The Americans with Disabilities Act (ADA) clearly states that a service dog is permitted access to public places, including restaurants, hotels, theaters and taxicabs. A provision in the law designed to protect the privacy of people with disabilities and to prevent discrimination clearly states that the individual does not have to prove his or her disability. In fact, only two questions are permitted to be asked: 1) Is your dog a service dog? 2) What tasks has the dog been trained to perform? Businesses cannot require special identification for the dog or ask about the person’s disability. It does not matter whether the dog is wearing a service-dog vest or whether the owner’s disability is visible. These provisions have been approved by the Department of Justice.

But, the service-dog issue is posing some special problems for airlines, due partly to people traveling with dogs wearing jackets indicating that they are service dogs when they are not. The jackets are simply purchased over the internet, no questions asked. Employees, confused over the definition between a service dog and a therapy dog, are often not well-versed enough in the law and/or trained to act accordingly. To make matters more confusing, other laws supersede the ADA when it comes to air travel and housing. Unlike the ADA, the Air Carrier Access Act allows airlines to require passengers with emotional support and psychiatric service dogs to prove they are disabled and that their dog is trained to assist them. This is done via the requirement of a letter on the letterhead of a licensed psychiatrist, psychologist or clinical social worker stating that the passenger has a medically recognized mental or emotional disability and is under the professional’s care. The letter must be dated within one year of the flight.

Apparently, there have been enough passengers trying to board with emotional support and psychiatric service dogs (who fly in the cabin for free) that the U.S. Department of Transportation is letting airlines use their own discretion with regards to allowing such dogs on planes. So, was the Southwest Airlines supervisor operating within the guidelines or was he making up his own rules? At this time, Southwest Airlines is taking the position that he acted properly and within the guidelines. We would like to see those guidelines, especially the part where it states an employee is allowed to verbally abuse a passenger they believe is traveling with a “fake service dog.” 

And, here is the rub, Southwest Airlines: it’s estimated that 13 to 20 percent of the more than 2.6 million Americans who served in Iraq or Afghanistan since 2001, have or could develop Post Traumatic Stress Disease (formerly known as Post Traumatic Stress Disorder). Every 80 minutes, a veteran commits suicide, which means the total number of deaths by suicide is more than 6500 veterans every year. That is more than the total number of soldiers killed in Afghanistan and Iraq to date. 

Dogs, whose sole function is to provide comfort or emotional support, do not qualify as service animals under the ADA. However, according to the ADA, dogs that calm a person with PTSD during an anxiety attack are considered a “reasonable modification to ADA policies.” We would hope those policies include a person’s right to privacy and protection from discrimination.

Once the Southwest Airlines employee was satisfied with Starks’ answer, he allowed the pair to board the plane. Other passengers came up to Starks and apologized for the disgraceful conduct displayed by the Southwest Airlines employee. By the time Starks and Stew reached their layover in Phoenix, Southwest Airlines staff were on hand to greet them and ensure the rest of their trip was incident-free. But Starks admits that he was adversely-affected by the incident. He was, understandably, angry and upset and is currently contemplating his next step.

But, why aren’t the airlines lobbying Congress to correct these problems and clarify the laws, provisions and rules? It’s a question Shari Duval, Executive Director for K9s for Warriors is asking, and one that she will surely find an answer to as she plans to go before Congress herself. “Southwest Airlines could be the leader in righting these wrongs,” Shari told The New Barker dog magazine. “They could be an advocate for educating the public and industries that service the public on the ADA provisions, as supported by the United States Department of Justice,” she added. “Veterans who go through three weeks of training with their service dogs here at K9s for Warriors, deserve better treatment than this. And, believe me, I will fight for them,” said Shari.

About K9s for Warriors: A non-profit organization that provides and trains service dogs for veterans with PTSD. Ninety-five percent of the dogs come from rescue shelters. The office and training facility are located in Ponte Vedra Beach, Florida. The veteran is given a service canine, complete training, certification and housing during their training. There is no charge to the veteran for the service that K9s for Warriors provides. The Department of Veterans Affairs will not cover the cost of dogs assigned for mental disabilities like PTSD, according to new federal regulations. They will pay for service dogs assigned to veterans with impaired vision, hearing or mobility. Therefore K9s for Warriors relies on community support, donations and fundraising efforts. To learn more about this organization, please visit http://www.k9sforwarriors.org.

Have you ever noticed how dogs are instant ice-breakers in social settings? Ask somebody about their line of work, their family or how they’re doing and the response might include a grunt, shoulder shrug, and two words at best: it’s okay; they’re fine; I’m good. But ask somebody about their dogs, and the floodgates open right up.

When the first issue of The New Barker dog magazine rolled off the presses seven years ago, we didn’t have a problem filling its pages with fun content about Florida dogs. Our concern as to whether or not we would be able to continue to provide readers with original, relevant content in subsequent issues was quickly put to rest. Stories abound, and we find ourselves planning which future issue will feature a developing story. There are just so many wonderful stories to tell.

Still, we’d like to get back to our grassroots and hear more about the dogs of Florida. Your dogs. The everyday heroes, the lap dogs, the heart dogs, the dogs who make us laugh.

And, so here are three fun ways for your dog to be part of an upcoming issue of The New Barker dog magazine.

One: We’ve partnered with Summerhill Television, an international production company based in Canada. They’ve been given the green light to develop a television series, Dog’s Best Friend, that will document incredible friendships between dogs and other animals. They have asked The New Barker to reach out to Florida dog lovers for a possible audition. Does your dog have a friendship with a dolphin, a donkey or a horse? Do you think your dog’s relationship with the family cat or bird is particularly special (yes, of course you do). Please drop us a line or two about the friendship via email (anna@thenewbarker.com). In the subject line put “incredible dog friendship.” Please be sure to include your contact information (phone number, name, Florida city in which you reside).

Two: Is your dog swimsuit-ready? Send us a photograph of your dog in his or her best swim suit attire or beach gear. Beer belly or six-pack abs, we want them all. Email your photos with the dog’s name and your contact information to anna@thenewbarker.com. In the subject line put “swimsuit ready.” Your angel could be in a centerfold.

Three: While going through personal belongings, we came across some old family photos. One was of Sonny Cooke, our publisher’s older brother, and the family’s first dog, Tippy (circa 1943). We started wondering how many old photos of family dogs have long ago been tucked away in albums or drawers or envelopes. We’d like to develop a story and feature some of those photos. So, take a look around and send us a note via email (anna@thenewbarker.com). If you’re able to scan the photo, send that along too. If not, just send us a description and your contact information so that we can call you. We’ll take care of the rest.

As always, we look forward to hearing more about you and your Florida Dogs.

In the Company of Dogs is an occasional column that appears in The New Barker dog magazine that tells the story of a family-owned Florida company improving the lives of dogs. In the spring issue of The New Barker dog magazine, Mastro Subaru was featured.

The story of Mastro Subaru is the Great American Dream. Peter Mastro, Sr. emigrated from a small town in Italy more than 40 years ago. He opened a Volkswagen repair shop that soon became well-established with a good reputation for customer service. Peter was the kind of person who could see opportunities where others did not. While mainstream America chuckled at the thought of small cars, Peter bought a franchise for a then-unknown Japanese car called Subaru. When the oil crisis of the 1970’s hit, the future of Mastro Subaru was set. Growing up, brothers Pete and Stephen learned the value of customer service early on from their father.

“When we were younger, we would clean cars, sweep the lot and even cleaned parts,” recalls Pete. “Whenever we had a day off from school, our father would bring us to work with him.”

“By fifth grade, we were the detailing department of the dealership,” adds Stephen. As they grew older, the brothers worked throughout the dealership in various departments. Stephen spent most of his time in sales, while Pete worked in service and parts. When their father became ill in 1990, the two sons took over the task of running the family business. Today, Mastro Subaru is the highest volume Subaru dealer in Florida. In October 2007, a second dealership was opened in Sanford after the brothers found that many of their customers were traveling from Central Florida for both sales and service. At both locations, Pete oversees service and parts, Stephen is responsible for sales, and Stephanie (Stephen’s wife), handles finances and marketing. The family continues to grow the business, now the number one Subaru auto group in the South.

Steadfast animal lovers and community advocates, the Mastro family is very involved with the Humane Society of Tampa Bay and the SPCA of Central Florida. Several years ago, with the economy in a tailspin, adoptions at the shelters were dramatically decreasing, while owner-surrenders were increasing. It was the perfect storm of a downward spiral: as more people lost their jobs and/or homes, many were unable to care for their pets, and/or find rental homes that would allow them.

“Six years ago, just before the holidays, we decided to do something a little different with our holiday television commercials,” said Stephanie Mastro. “We advertised that we would cover a family’s pet adoption fees when they purchased a car from our dealerships.” The program was such a success that it has become a holiday tradition. It also inspired Mastro Subaru in Tampa to dedicate one Saturday a month for an adoption event. Volunteers from the Humane Society of Tampa Bay bring adoptable cats and dogs, which always draws a big happy crowd.

“The really cool thing is that the animals we use in the holiday commercials are never our own. We always use cats and dogs from the Humane Society of Tampa Bay. Within two days of the commercials airing, the animals are always adopted,” said Stephanie. “And after the commercials air, adoptions at the shelter always double,” she added. Stephanie estimates that about 1,000 dogs and cats have been adopted over the last six years since they’ve implemented the monthly adoption events.

“This has been an endeavor that the whole Mastro family has embraced, including our extended family of customers and employees,” said Stephanie. “When the economy tanked, we saw what was happening in our communities. We saw people turning in their pets, or finding that they couldn’t afford to buy food for them. We knew we wanted to do something to help out and make a difference,” added Stephanie, who also sits on the advisory board for the Humane Society of Tampa Bay.

In addition to the monthly adoption events, the dealership holds annual food drives, encouraging customers and the community at large to bring in pet food, which is then transported and donated to the Humane Society of Tampa Bay and the SPCA Of Central Florida from its Sanford location.

“What we have is a true family operation,” said Stephen. “We’re proud of that, and take it very seriously. We have so many long-term employees and customers who have seen us grow up. They are our family, and continue to be our reason to come to work every day.”

About Mastro Subaru:

Mastro Subaru was the first Subaru Signature Facility in Florida, and the first to be re-certified as a Stellar Performance Dealer, the highest recognition for excellence from Subaru. It’s no coincidence that Subaru has been big supporters of animal advocacy and the ASPCA. 75% of all Subaru owners have dogs. To watch the Dogs Tested, Dogs Approved television campaign, visit http://www.MastroSubaru.com and click onto “Get the Full Canine Experience.” The interactive fun includes getting a Florida Driver’s License for your dog (because, of course, every dog needs one), and putting your dog’s photo in a Subaru.

The Mastro Family,including their pets: Pete, Darlene, Nicholas, Jovanna and Max Mastro have a cat named Macy that they adopted from St. Francis Society Animal Rescue, Tampa, and a dog, Sam. Lisa Mastro and her son JP have a Labradoodle named Desiree. Stephanie, Stephen, Stephano and Sophia Mastro live with Rocco, Sasha, Romeo and Dolce, all dogs, and a cat, Donatello from St. Francis. “Rocco is our most recent adoption from the Humane Society of Tampa Bay,” said Stephanie. And mom, Jaye Mastro has two dogs, Picasso and Monet. Mastro Subaru 6402 West Hillsborough Avenue Tampa 813.884.7513 411 South Orlando Drive, Sanford 321.206.1792 http://www.MastroSubaru.com and http://www.MastroAutoGroup.com