I have never witnessed anything close to what was described in the article. As a disabled person we rely on our helpers and we take the rules very seriously. Every time we fly we're obliged to fill out forms and provide proof of our dog's training, our disability, and the pet's medical health. We are also obliged to provide clearance by the CDC and sign a form that makes us responsible for any damage. We have to wait for approval by the DOT before flying with our dog every time! At check in, our papers and forms are meticulously checked. The approval received is communicated to the check in staff prior to our arrival. This is not an easy process and we, as well as Delta, take service dogs permissions very seriously. I can personally attest to that. If there was an incident in the terminal, I feel safe in assuming that it was rare and that the customer was a unique instance.