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New Zealand mom Brie Crosweller proudly uses a service dog and typically doesn’t encounter trouble, but a recent experience on an Auckland bus caught her off guard. Crosweller shared her story in an October 8, 2026, Facebook video.
Crosweller claimed that her young daughter got on the bus without her, and when she and her service dog attempted to board, the driver allegedly stopped her. The incident traumatized Crosweller’s daughter and enraged others who want justice for the mom.
Crosweller never anticipated an issue.
According to Crosweller, she and her 4-year-old daughter were in the city on October 7 and went to board a bus around 6:30 p.m. Her daughter excitedly boarded first as soon as the door opened. Crosweller intended to follow, but the door closed in front of her.
“The driver looks at me, looks at my mobility dog, and shuts the doors. Lenny is a fully certified mobility dog, trained to help me, and he is legally allowed to come pretty much everywhere within reason,” Crosweller alleged.
She claimed her driver would not engage with her, but she could see her frightened daughter inside. The driver eventually opened the door and let the child out.
A passenger stood up for the family.
Crosweller claimed that another passenger banged on the door to get the driver’s attention. When he opened it, the kind passenger showed the Auckland Transport website that allows service animals.
“He is having none of it going. Muzzle, muzzle, muzzle. Refusing to engage with me, refusing to acknowledge with me. Basically refusing us because Lenny did not have a muzzle,” Crosweller recalled.
The incident frustrated Crosweller and frightened her daughter.
Crosweller explained that both she and her daughter began to cry. They waited for another bus, but her child didn’t want to get on, fearful she’d be separated from her mom.
“I’ve never been so humiliated. It was horrible that I only had one person stand up for me. It’s illegal to be denied access to pretty much everywhere and so please, if you’re out and about and you see a situation like this, please stand up for someone even if it doesn’t help,” Crosweller said.
Supporters left words of encouragement for Crosweller on her post.
Though strangers on the bus didn’t seem to step up for Crosweller, her comment section defended her.
“Sorry to hear this Brie, I hope they sort this out constructively for you!” A message reads.
This person encouraged Crosweller to keep talking about the incident and make lots of noise.
“This is disgraceful, Brie Crosweller. I would also take it to your MP and whoever is the Minister for disability, if you have one. AND take it to TV. This has to be exposed. How bloody dare they!!!” They wrote.
Auckland Transport addressed the situation in a statement.
Per People, Auckland Transport shared its apologies regarding the situation and stated service animals are welcome on all forms of transportation. The agency has been in touch with the driver and will handle the situation internally.
“All drivers receive training on disability assist dogs as part of their induction, and we’re continuing to work with operators to strengthen ongoing refresher training to make sure these situations don’t occur,” the statement reads.
“This educates them on what a service dog is, that they are different to pets, don’t require muzzles like pets do on buses, and are always welcome on buses.”
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