Guidance Questions and Answers Concerning 49 CFR Part 39, ADA Rules Concerning Passenger Vessels

39.101

QUESTION: WHAT MEANS MAY BE USED TO COMMUNICATE WITH COMPLAINT RESOLUTION OFFICIALS (CROs)?

ANSWER:

*The regulation specifically mentions contacting CROs in person or via telephone.

*Other equivalent means of communication are permitted, as long as they provide effective communication with the passenger with a disability. For example, a variety of electronic means of communication could work.

*It should be emphasized that leaving a message for a CRO (e.g., voice mail, email) that the CRO would return only later is not sufficient. The means of communication provided must ensure direct, interactive contact between the passenger and the CRO.