Help Desk → Traveling With A Disability → Travel by Air → What 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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