Help Desk → Traveling With A Disability → Travel by Air → What to Do if Something Goes Wrong? Complaints Procedure
2.7. What to Do if Something Goes Wrong? Complaints Procedure
If you experience any issues or feel that your rights as a traveler with disability were violated while traveling, follow the steps below:
- Document any damages, injuries, or other issues caused by the airline.
- Take pictures and videos as needed for evidence.
- Obtain the names of airline personnel involved.
- Obtain contact information of witnesses, if able.
- File a complaint with the airline’s Complaint Resolution Official (CRO). Make sure you get the CRO's name for reference. ........................................................................................................................................................................................
- The CRO will provide you with a written statement on whether they agree or disagree if an ACAA violation occurred.
- If the CRO agrees that a violation of the ACAA occurred, the written statement that the CRO provides must include a summary of the incident and the action steps that the carrier proposes to take in response.
- If the CRO disagrees that a violation of the ACAA did not occur, the written statement that the CRO provides must include a summary of the incident and an explanation of why the incident did not violate ACAA standards.
- File a complaint with the USDOT within 6 months of the day of the incident.
- Option #1: Submitting an Air Travel Service Complaint or Comment Form
- Option #2: Sending a letter by mail to:
| Office of Aviation Consumer Protection |
| US Department of Transportation |
| 1200 New Jersey Avenue, SE |
| Washington, DC 20590 |
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