Air Carrier Access Act Technical Assistance Manual (2005)

Complaints Resolution Official (CRO):

One or more individuals designated by each air carrier who must be thoroughly familiar with the requirements of part 382 and the air carrier’s policies and procedures addressing part 382 and the provision of services, facilities, and accommodations to passengers with disabilities. A CRO must have the authority to resolve disability-related complaints on behalf of an air carrier. A CRO must be available to address disability-related complaints presented by passengers or other individuals. A CRO must be available [1] in person at the airport; or [2] via telephone or TTY at all times an air carrier is operating. [Sec. 382.65]