A dog owner has been left furious after an airline refused to let him on a plane with his pet.
Herbie Docena decided to take his dog Shanti with him on a Philippine Airlines trip after discovering pooches were allowed on certain flights.
He bought a soft carry case for the journey after reading on the company's website that animals must be kept in a "secure and leak-proof container".
The airline told him that as long as the carrier stopped urine from leaking inside the aircraft it would be fine, he said.
However, when he reached the airport he found out that Shanti's carrier bag was not allowed on the plane.
Herbie wrote on Facebook : "I used to just leave Shanti behind when I went on trips—sometimes in family members’ houses or sometimes alone at home, with a friend coming over to check her once or twice a day.
"But one time a friend told me that every time she’d come home, she’d find Shanti where she left her the previous day.
"(She'd be by) the front door, waiting... unwilling to move even when my friend asked her... as if I was going to appear there anytime soon and she didn’t want to miss that moment.
"This why I was so pleased when I found out that unlike Cebu Pacific, Philippine Airlines has a more humane policy and actually allows dogs on some of their domestic flights.
"But this morning, as we were checking in at around 4am, we were suddenly told something very different. Shanti was not allowed on because she needed to be in a hard-case carrier after all.
"I explained all the previous steps I took to clarify this matter and respectfully appealed for reconsideration."
Herbie said he spoke to a "unsympathetic supervisor" who told him to file a complaint.
He added: "Not even a small apology, let alone an offer of assistance or a promise to do better next time."
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The passenger was able to reschedule his flight for later in the day at no extra charge.
This gave him time to buy another case for Shanti, which he was allowed to board with.
In a later Facebook post, Herbie shared an apology email he received from Philippine Airlines.
The company promised to revise its website guidance about pets and also improve customer service.
