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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You must make available a Complaints Resolution Official (CRO) at the airport
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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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COMPLAINTS RESOLUTION OFFICIAL ISSUES
COMPLAINTS RESOLUTION OFFICIAL ISSUES...
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Complaints Resolution Official (CRO):
A CRO must have the authority to resolve disability-related complaints on behalf of an air carrier....
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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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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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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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§ 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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382.151 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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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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ACCESS
Call a CRO and report the complaint if you are unable to resolve the problem....
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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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§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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382.155 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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382.153 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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§382.153 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?
382.157 What are carriers obligations for recordkeeping and reporting on disability-related complaints?...
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§35.172 Resolution of complaints
§35.172 Resolution of complaints....
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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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§382.157 What are carriers' obligations for recordkeeping and reporting on disability-related complaints?
[See subsections ...]
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§ 382.70 Disability-related complaints received by carriers
§ 382.70 Disability-related complaints received by carriers....
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§35.172 Resolution of Complaints
§35.172 Resolution of Complaints Section 35.172 requires the designated agency to either resolve the complaint or issue to the complainant and the public entity a Letter of Findings containing...
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§35.172 Resolution of complaints (Section-by-Section Analysis)
§35.172 Resolution of complaints. ...