Help DeskTraveling With A DisabilityTravel by AirWhat to Do if Something Goes Wrong? Complaints Procedure

2.6. 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:

  1. 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.
  2. File a complaint with the airline’s Complaint Resolution Official (CRO). Make sure you get the CRO's name for reference.                                                                                        ........................................................................................................................................................................................
  3. The CRO will provide you with a written statement on whether they agree or disagree if an ACAA violation occurred.
    1. 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.
    2. 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.
  4. File a complaint with the USDOT within 6 months of the day of the incident.
    1. Option #1: Submitting an Air Travel Service Complaint or Comment Form
    2. 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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