Customer rights

Our policies and procedures are developed in accordance with 14 CFR Part 382, Nondiscrimination on the Basis of Disability in Air Travel. Every airport is staffed with trained Complaints Resolution Officials (CROs) who have received training and are knowledgeable of the regulations ensuring accessible travel for Customers with disabilities. You have the right to request to speak with a CRO, and we will promptly provide a CRO either in person or over the telephone. 

14 CFR Part 382, Nondiscrimination on the Basis of Disability in Air Travel 

You may obtain a copy of this Part in an accessible format from the Department of Transportation by any of the following means: 

• For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1 (800) 778-4838 (voice) or 1-800-455-9880 (TTY) 
• By telephone to the Aviation Consumer Protection Division at (202) 366-2220 (voice) or (202) 366-0511 (TTY)
• By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave. SE, West Building, Room W96-432, Washington, DC 20590
• On the U.S. Government Publishing Office website 

The Bill of Rights consists of the following and can be read in entirety here:

1. The Right to Be Treated with Dignity and Respect.
2. The Right to Receive Information About Services and Aircraft
   Capabilities and Limitations.
3. The Right to Receive Information in an Accessible Format.
4. The Right to Accessible Airport Facilities.
5. The Right to Assistance at Airports.
6. The Right to Assistance on the Aircraft.
7. The Right to Travel with an Assistive Device or Service Animal.
8. The Right to Receive Seating Accommodations.
9. The Right to Accessible Aircraft Features.
10. The Right to Resolution of a Disability-Related Issue.