Who can file an ACAA complaint?

Any passenger with a physical, sensory, cognitive, or some mental disabilities who experienced a violation on a US flight or a flight on a foreign carrier touching the US.

Complaint Resolution Official. Every airline must have one on duty at every airport or reachable 24/7. CROs have authority to resolve ACAA disputes on the spot.

How long do I have to file an ACAA DOT complaint?

No hard statute but best results within 6 months. File online at secure.dot.gov/air-travel-complaint under the Disability category.

Does ACAA apply to foreign airlines?

Yes for flights to or from the US on any carrier. Non-US flights on foreign airlines are outside ACAA jurisdiction.

Can I get compensation for an ACAA violation?

Yes, depending on damages. Apology and voucher for minor violations. Cash for documented damages, medical expenses, mobility device damage.

What if the CRO sides with the airline?

File DOT complaint regardless. CRO is airline-internal and often defers to operational decisions. DOT ACP has authority to enforce and compensate.

Does ACAA cover service animals?

Yes. Airlines must accept trained service animals. Emotional support animals are no longer protected after 2021 DOT rulemaking, but psychiatric service animals remain covered.

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How-ToApril 21, 2026•7 min read

How to File an ACAA Complaint

The Air Carrier Access Act (ACAA, 14 CFR Part 382) protects passengers with disabilities. Filing an ACAA complaint goes through DOT's Office of Aviation Consumer Protection. Here is the exact process and the evidence that wins.

What ACAA Covers

How to file an ACAA complaint: the Air Carrier Access Act (14 CFR Part 382) covers passengers with physical, sensory, cognitive, and some mental disabilities. Covered violations include failure to provide boarding assistance, refusal to accept service animals, damaged mobility devices, inaccessible websites or kiosks, and refusal of travel based on disability.

ACAA is federal; state disability law may provide additional protection. File ACAA first for aviation-specific violations.

The Two-Path Filing Process

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Immediate resolution: request a Complaint Resolution Official (CRO) at the airport or onboard. Every airline must have a CRO on duty or available 24/7.
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Formal DOT complaint: file at secure.dot.gov/air-travel-complaint after disruption.
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Both together: best practice. CRO creates written record; DOT complaint enforces it.

CRO Process at the Airport

1
Request CRO by name or role: every carrier has one on duty or reachable.
2
CRO must respond within reasonable time: typically 15 minutes.
3
CRO investigates and makes decision about whether airline complied with ACAA.
4
CRO must provide written explanation if declining your request.
5
CRO decision is airline-internal: does not bar DOT complaint.

Formal DOT Complaint

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File within 6 months of violation for best response.
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Submit online at secure.dot.gov/air-travel-complaint.
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Select 'Disability' as issue type.
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Upload: boarding pass, medical documentation, CRO interaction record, photos/videos.
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Airline must respond within 30 days of DOT forwarding complaint.
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DOT Office of Consumer Protection investigates and rules.

Evidence That Wins ACAA Complaints

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CRO interaction record: request written outcome.
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Medical documentation: showing disability and accommodation need.
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Photos or videos of failure: inaccessible lav, damaged wheelchair.
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Witness statements: fellow passengers, airline staff names.
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Airline communication: emails refusing service animal, etc.

See wheelchair damaged by airline urgent claim process, pregnant passenger with medical needs rights, and disability and medical flight rights winter 2026 edition.

Possible Outcomes

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Airline apology and voucher: typical minimum for minor violations.
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Cash compensation: for documented damages, medical expenses, mobility device repair.
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DOT Enforcement Action: fines to airline (not passenger-directed).
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Corrective action: airline training, policy change.
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Consent Order: formal resolution, publicly docketed.

Pillar Link and Authority Sources

For the pillar see Disability and Medical Flight Rights. For primary sources see 14 CFR Part 382 (ACAA) and DOT Air Carrier Access Act.

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