Tools and resources

Complaint resolution officials (CRO) help you with any questions, issues or concerns about accessibility services and disability regulations during your travel to or from the US.

We have CROs at every airport on routes we serve that begin or end at a US airport. Our CROs are available in person or via telephone, during operating hours.

If you have any questions or concerns regarding our services, please ask to speak to a CRO. If your complaint is not resolved to your satisfaction with a CRO, you can refer it to the US Department of Transportation using the following contacts.

Aviation Consumer Protection Division Disability Hotline (toll free)

If our CRO is unable to resolve your concern to your satisfaction:

+1-800-778-4838 (voice) (US only)

+1-800-455-9880 (TTY) (US only)

Aviation Consumer Protection Division

If you have an issue with our service:

202-366-2220 (voice)

202-366-0511 (TTY)

Write to:

Air Consumer Protection Division, C-75
US Department of Transportation,
1200 New Jersey Avenue, SE.,
West Building, Room W96-432,
Washington, DC 20590

The US Department of Transportation's Final Rule on Non-Discrimination on the Basis of Disability in Air Travel applies to flights to and from the US.

You can find a copy of this regulation in an accessible format on The United States Department of Transportation's website. You may also request a copy of this regulation by using the contact information listed above.

US Airline Passengers with Disabilities Bill of Rights

The Airline Passengers with Disabilities Bill of Rights describes the fundamental rights of air travellers with disabilities under the Air Carrier Access Act and its implementing regulation, 14 Code of Federal Regulations (CFR) Part 382.