Auckland Transport (AT) has issued an apology following an incident in which a woman was separated from her young daughter after being denied boarding on a bus due to her mobility dog. The event occurred on Wednesday night, when Brie Crosweller attempted to board a bus with her four-year-old daughter and her mobility dog, Lenny.

According to Crosweller, the bus driver closed the doors before allowing her and the dog to get on, leaving her daughter alone inside the vehicle. Crosweller said the driver initially refused to engage with her but eventually opened the door to let the child off. The driver reportedly cited the requirement for the dog to wear a muzzle before it could be allowed on board, despite mobility assist dogs typically being exempt from such restrictions. After the driver departed, Crosweller’s daughter reportedly refused to board another bus alone, fearing she would be trapped without her mother.

An Auckland Transport spokesperson acknowledged the incident as unacceptable and confirmed that the matter was being treated as a priority with the bus operator involved. The spokesperson also clarified that disability assist dogs are permitted to travel on public buses, trains, or ferries at all times without the necessity of a muzzle.

Crosweller expressed feelings of humiliation over the episode and disappointment that only one passenger offered support during the ordeal. She called on Auckland Transport to improve training for bus drivers to prevent similar incidents from recurring.