Complaint Resolution Official (CRO)

Complaint Resolution OfficersThe Complaint Resolution Official (CRO) is responsible for resolving disability-related issues that have escalated beyond an initial interaction with airline personnel.

Each air carrier is required to have one or more designated CROs on site or available by phone. This individual should thoroughly understand the Air Carrier Access Act (ACAA) and the carrier’s policies and procedures addressing 14 CFR Part 382 and the provision of:

Dispute    - Services
    - Facilities
    - Accommodations for passengers
      with disabilities at each airport
      the carrier serves.