A CRO must have the authority to resolve disability-related complaints on behalf of an air carrier....
Search Results "Complaint Resolution Official"
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Complaints Resolution Official (CRO):
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You must make available a Complaints Resolution Official (CRO) at the airport
You must make available a Complaints Resolution Official (CRO) at the airport – in person or by telephone or TTY -- to address disability-related complaints that arise during the travel...
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382.151 What are the requirements for providing Complaints Resolution Officials?
382.151 What are the requirements for providing Complaints Resolution Officials? The CRO requirement is essentially the same as under the current rule....
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382.153 What actions do CROs take on complaints?
382.153 What actions do CROs take on complaints? ETA Editor's Note This section has no content in the original document....
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382.155 How must carriers respond to written complaints?
382.155 How must carriers respond to written complaints? CROs are to promptly take action to resolve complaints made to them....
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382.157 What are carriers obligations for recordkeeping and reporting on disability-related complaints?
382.157 What are carriers obligations for recordkeeping and reporting on disability-related complaints?...
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§ 382.65 Compliance procedures
(a) Each carrier providing scheduled service shall establish and implement a complaint resolution mechanism, including designating one or more complaints resolution official(s) (CRO) to...
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§ 382.70 Disability-related complaints received by carriers
§ 382.70 Disability-related complaints received by carriers....
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COMPLAINTS RESOLUTION OFFICIAL ISSUES
COMPLAINTS RESOLUTION OFFICIAL ISSUES...
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QUESTION: WHAT MEANS MAY BE USED TO COMMUNICATE WITH COMPLAINT RESOLUTION OFFICIALS (CROs)?
39.101 QUESTION: WHAT MEANS MAY BE USED TO COMMUNICATE WITH COMPLAINT RESOLUTION OFFICIALS (CROs)?...
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What do I do if I believe that a passenger’s assertions about having a disability or a service animal are not credible?
Ask the passenger to wait while you contact your airline’s complaint resolution official (CRO)....
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A. Complaint Procedures and Complaints Resolution Officials (CRO’s)
Carriers must (i) establish a procedure for resolving disability-related complaints raised by passengers with a disability and (ii) designate at least one CRO to be available to handle disability-related...
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B. Process to Resolve Complaints
When you receive a complaint from a passenger with a disability, there are certain requirements under the law with which you, your carrier, and a CRO must comply....
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ACCESS
Call a CRO and report the complaint if you are unable to resolve the problem....
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C. General Complaint Resolution Tips
You should be aware of your carrier’s procedures for addressing complaints. You should take the time necessary to resolve the complaint while maintaining flight schedules....
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D. Recording, Categorizing, and Reporting Written Disability-related Complaints Received by Carriers
foreign carriers1 operating to, from, and in the United States using at least one aircraft with more than 60 passenger seats must record, categorize, and report written disability-related complaints...
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Complaints
Complaints Be aware that a Complaint Resolution Official (CRO) must be made available to you if you ask to speak with a manager or supervisor about a disability-related complaint....
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Complaint Procedures
Carriers providing scheduled service must establish and implement a complaint resolution mechanism including designation of one or more complaints resolution officials (CRO’s)....
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How can I find out information on the number and types of disability-related complaints filed with DOT against specific airlines?
QUESTION: How can I find out information on the number and types of disability-related complaints filed with DOT against specific airlines?...
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§382.151 What are the requirements for providing Complaints Resolution Officials?
[Doc. No. DOT-OST-2004-19482, 73 FR 27665, May 13, 2008, as amended at 74 FR 11472, Mar. 18, 2009; 75 FR 44887, July 30, 2010]
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§382.153 What actions do CROs take on complaints?
DOT-OST-2004-19482, 73 FR 27665, May 13, 2008, as amended at 75 FR 44887, July 30, 2010] When a complaint is made directly to a CRO for a carrier providing service using aircraft with...
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§382.155 How must carriers respond to written complaints?
[Doc. No. DOT-OST-2004-19482, 73 FR 27665, May 13, 2008, as amended at 75 FR 44887, July 30, 2010]
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§382.157 What are carriers' obligations for recordkeeping and reporting on disability-related complaints?