What are the requirements for providing Complaints Resolution Officials?

CFR · 2024-01-01 · US · Title 14

(a) As a carrier providing service using aircraft with 19 or more passenger seats, you must designate one or more CROs. (b) As a U.S. carrier, you must make a CRO available at each airport you serve during all times you are operating at that airport. As a foreign carrier, you must make a CRO available at each airport serving flights you operate that begin or end at a U.S. airport. You may make the CRO available in person at the airport or via telephone, at no cost to the passenger. If a telephone link to the CRO is used, TTY service or a similarly effective technology must be available so that persons with hearing impairments may readily communicate with the CRO. You must make CRO service available in the language(s) in which you make your services available to the general public. (c) You must make passengers with a disability aware of the availability of a CRO and how to contact the CRO in the following circumstances: (1) In any situation in which any person complains or raises a concern with your personnel about discrimination, accommodations, or services with respect to passengers with a disability, and your personnel do not immediately resolve the issue to the customer's satisfaction or provide a requested accommodation, your personnel must immediately inform the passenger of the right to contact a CRO and then contact a CRO on the passenger's behalf or provide the passenger a means to do so ( (2) Your reservation agents, contractors, and Web sites must provide informatio

official document · source cfr-2024 · id 14:§ 382.151