American Airlines is under fire after it reportedly refused to let an Army veteran on board a plane with his service dog, according to WAWS in Jacksonville.

Kevin Crowell spent 20 years in the Army and suffers from PTSD. He retired a Sergeant first class and his dog Bella helps him cope with life. Last week, Crowell was traveling from Miami to Key West for a Wounded Warrior’s project and was asked to get off the flight, according to WAWS.

The station reported Crowell told the American Airlines flight attendant that no pets were allowed in the bulkhead and he tried to explain Bella was a service dog. Even after a different airline representative told him the dog was okay, the staffers took Crowell off the flight, according to WAWS.

According to the station, an airline representative said they are looking into the incident and will reiterate boarding practices with Miami’s staff.