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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.

Can I file a disability complaint with DOT?

  • Yes.  If you have an issue with airline service – not including safety and security – you can file a disability complaint with DOT 
  • You may also contact DOT by phone at 202-366-2220 (TTY 202-366-0511) or send us a letter at:
    • Aviation Consumer Protection Division, C-75
      U.S. Department of Transportation
      1200 New Jersey Avenue, SE
      Washington, DC  20590

Note:  When calling or mailing a letter, please include your full contact information, including phone number and email address, and complete and accurate information about your trip and the problem you had or are having.

What happens when I file a disability complaint with DOT?

  • A DOT Analyst will forward your complaint to the airline, and the airline will be required to provide you and the DOT a response.  DOT will analyze the response to determine if any of the laws that we enforce have been violated.
  • Please note that due to the volume of cases received, and the thoroughness of this process, it may take some time to fully process your case.
Updated: Wednesday, November 15, 2017
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