As Delta prepares to make a fuller announcement about its new pet travel program and partnership with Carepod, it may need to evaluate and make changes to its broader business culture. On a flight last Thursday, passenger Matthew Meehan boarded a flight from Atlanta to Miami and stepped in dog poop left by a golden retriever puppy who had gotten ill on the previous flight. Whether it’s a dog or a person, people get sick. Especially when traveling on a plane and the turbulence that may occur during the flight.

As Meehan told Yahoo Lifestyle, it was what happened after the puppy pooped in the plane that was a failure on multiple levels. First, while there is supposed to be a biohazardous waste kit onboard every flight, this plane didn’t have one. So, when Meehan alerts the flight crew of the dog feces underneath and surrounding his seat, he learns that the flight crew already knew about the incident. Apparently, the flight crew had reported the problem so as to have some airline staff member clean the mess up, but it never happened. So, instead of calling back to the gate to have proper sanitation materials brought on board, the flight crew gives Meehan two paper towels and a small bottle of gin to clean himself up in the airplane lavatory. Needless to say, this is woefully inadequate.

Photo from Facebook

Meanwhile, the flight continues to board. When other passengers in nearby seats smell the mess of dog poop, they rightfully demand it is cleaned. A member of the flight crew cleans the area with what appears to be nothing other than paper towels. The flight crew says they checked the flight records and they believe it was either a German Shepherd or an old man. Again, the truth was that it was a golden retriever puppy. So, now because the flight is full and with the area and passengers still smelling of dog poop, Meehan is given the option of getting off the plane or retaking his seat.

After the flight, Delta Airlines refunded the cost of the flight and offered Meehan, who is a million-mile Diamond Medallion member of Delta’s SkyMiles program, 50,000 frequent flyer miles. They also said they took the plane out of service to have it completely disinfected. The most troubling sign in this ordeal, however, is the lack of accountability as the flight crew, gate staff, and airline managers all proceeded to avoid responsibility in making sure the plane was properly cleaned before take-off.

Like so many unfortunate incidents we hear about, the problem isn’t so much in the pet travel programs and policies themselves. Rather, it’s a multi-point failure to follow through on these air travel policies that create these nightmare scenarios. And that’s a function of the larger business culture.

We came across a story on our social media that American Airlines lost track of a pet dog and then failed to give accurate information about the pet’s whereabouts and care after the fact. Ares was six hours into a scheduled layover when his owner contacted the airline, who said they knew where Ares was. Except, they didn’t. Hours later, they finally found the beloved pet still in the main cargo area, rather than being moved to the kenneling area where the pets can be properly cared for.

Photo from Facebook

Despite this troubling news, the airline assured the pet’s owner, Katie Trusiak, that Ares had been given water, food, and let out of his crate during the roughly 24-hour period in which he was in the airline’s care. Only the evidence seemed to tell a different story since the crate was still locked with the original zip ties. The airline later confirmed that Ares was given water but was NOT let out of his crate or given any of the food that had been taped to the top of his crate.

While Ares now appears to be on the mend, he is still afraid of his kennel. Hopefully, he isn’t permanently traumatized by the event. If it were up to us, American Airlines would, as part of their response to this incident, offer to buy Ares a brand-new dog carrier to help him rebuild positive associations with kenneling. When we heard about this story 48 hours after the facts, the airline still hadn’t even reimbursed the owner for the cost of Ares’ travel.

The Need for Modern-Day GPS Pet Tracking

This disturbing incident also shows the need for more universal adoption of modern-day GPS tracking systems. Sendum helped develop and pioneer modern-day tracking devices that provide information in real-time for GPS location, temperature, humidity, shock events, and other data about the location and conditions in which your pet is being transported. In 2015, Delta Airlines first introduced these tracking devices to the airline industry as a standard part of their pet travel services. And while pretty much every major airline allows customers to place these tracking devices on their cargo packages, very few include this type of tracking as part of their pet travel programs.

No System is 100% Foolproof

Of course, the most sophisticated tracking and monitoring system in the world is only effective if it’s properly activated and attached to the pet crate. No doubt, if American Airlines pet travel and cargo system had been followed to the letter, they never would have lost Ares in the first place. When there is a travel incident, especially one in which the airline is so clearly at fault, it’s on them to do what they can to make things right. We were saddened to hear about what happened to Ares, but we were also disheartened that when the airline contacted the pet owner, they apparently failed to make even basic assurances that they would reimburse the cost of travel and help make sure that Ares could recover from the potentially traumatizing incident.

From new airport pet relief stations to the newest pet carriers, we try to keep track of every corner of the pet travel industry. Especially the information that is likely to have a real-world impact on your travel plans. But more than just the nitty-gritty details that will guide you through airports and cities on any particular trip, we also wanted to take a step back and look at the broader strategies and programs that airlines are implementing to facilitate pet travel.

A wide-angle view of the pet travel industry over the last decade or so shows that a handful of stories about pets deaths have largely been the result of more people bringing more pets with them on their travels. Sometimes, people do so even when the animal is vulnerable to dangerous health conditions that can be triggered by stressful situations.

This has led airlines to take implement tighter regulations and pet travel policies, while also working to add pet amenities and safety features designed to make the entire experience more comfortable for pets and pet owners. Today, some 2-3 million pets fly on planes each year just within the U.S. Pets suffering serious harm during air travel is becoming increasingly rare. And when it does happen, it’s almost always because either the pet owner or airline employee wasn’t following the rules.

Consider These Airline Pet Travel Programs

In this context, we wanted to highlight three different airlines and the programs and partnerships they’ve created to enhance their pet travel offerings. These examples also demonstrate that, while the airline industry is being aggressive in developing and marketing pet travel programs, individual airline carriers are taking different approaches.

• United: What’s happened with the United PetSafe program has been the most visible change this year and over the last few years. Known for being the go-to airline for pet travel, United Airlines was for a time the last carrier to allow cargo pet travel of high-risk snub-nosed pet breeds. This led to a number of animal deaths and a bunch of negative publicity. Without litigating every detail of every case, this is a classic case of market overreach to the detriment of the core brand. While striving to lead the industry in pet travel, the airline suffered harm to its overall reputation for safety. After being suspended for several months, the United Airlines PetSafe program relaunched in June of this year with new prohibitions against sub-nosed pet travel.

• Alaska Air: Going back to 2012, Alaska Air and Banfield Pet Hospital have partnered together to market their brands but also to enhance the pet travel services to an existing segment of their respective customer bases. To this day, Alaska Air customers can get a personalized travel consultation and a great deal on their pet travel services by visiting a qualifying Banfield location. Meanwhile, Alaska Air adds credibility to its program, Fur-st Class Pet Care. With more than 750 locations in more than 40 states, Banfield Pet Hospital is one of the largest providers of small animal veterinary care in the country. Thus, this partnership is also one of the first national pet travel programs of its kind.

• Delta: Even if the exact details aren’t available yet, one of the more recent developments worth noting is Delta Airlines announcement that they are partnering with CarePod, a pet technology start-up, to expand their pet tracking and concierge services. It’s perceived to be part of a larger play the airline is making for pet travel and the growing importance of supplemental revenue streams to today’s airline industry.

It remains to be seen how successful these airline pet travel programs will be. Undoubtedly, the airlines define success by at least two different measures: How much revenue/profit is generated by their pet travel programs directly and whether those pet travel operations positively or negatively contribute to their company’s reputation for safe, reliable air travel. As a passenger and as a pet owner, this larger context may help you understand why various airline pet travel policies are put in place.