Know Your Rights

Airline Passengers with Disabilities BILL OF RIGHTS - July 2022

DOT Announces First-Ever Bill of Rights for Passengers with Disabilities, Calls on Airlines to Seat Families Together Free of Charge

DOT Traveling with a Disability  
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DOT Aviation Consumer Protection website 

Air Carriers Access Act  
Title 14 → Chapter II → Subchapter D → Part 382
​NONDISCRIMINATION ON THE BASIS OF DISABILITY IN AIR TRAVEL 

What to Do If You Have a Problem 
When should I contact a complaint resolution official (CRO)?
  • If you encounter a disability-related issue related to an airline accommodation or service, you can request to speak with the airline’s Complaint Resolution Official (CRO) or a supervisor.  A CRO is the airline’s expert on disability-related issues in air travel and has the authority to resolve complaints on behalf of the airline.  Every airline must have a CRO available either by telephone or in person during operating hours.
When should I contact the DOT Aviation Consumer Protection Division Disability Hotline?
  • If you have a complaint outside or beyond the control of the CRO, you can call the DOT Aviation Consumer Protection Division’s Disability Hotline at 1-800-778-4838.  Aside from providing general information, DOT can also assist with disability-related issues in “real time.”
  • The DOT Aviation Consumer Protection Division’s Disability Hotline is staffed from M-F, 9AM – 5PM, ET when the Federal Government is open. 
Who do I contact for a security-related disability issue?
  • If you have a security concern, call TSA Cares at (855) 787-2227.  You can discuss questions/concerns about security screening prior to arriving at the airport.​

U.S. Department of Transportation Announces Aviation Consumer Protection Advisory Committee Members and Creation of Anti-Discrimination Subcommittee
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