Disability assistance problem: what to do

Have this ready

• assistance request confirmation
• dates
• names
• photos of damage

Steps for any company

1. Ask for the airline's Complaints Resolution Official (CRO) at the airport.

2. File a written complaint with the airline, then with the U.S. DOT.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (14)

Airlines

• Allegiant AirCall Customer Care and ask for a Complaint Resolution Official (CRO), available 24/7.
• Delta Air LinesAsk for a Complaints Resolution Official at the airport, then complain in writing.
• Frontier AirlinesUse chat, airport staff or the Accessibility Request form; no dedicated disability phone line was found.
• JetBlue AirwaysCall the accessibility line and ask for a Complaints Resolution Official.

Cruise lines

• Carnival Cruise LineTell Carnival about a need in writing at booking and complete the pre-cruise forms. Send post-cruise ADA concerns to the Guest Access team at access@carnival.com; Carnival says it responds within 30 days. The contract's 30-day notice and six-month suit limits also cover ADA claims.
• Disney Cruise LineTell Disney Cruise Line about disability or medical needs in advance through Special Services; the published form asks for at least 60 days' notice.
• MSC CruisesSubmit the Accessibility and Medical Requests form at booking, and no later than 30 days before departure; MSC says that after this it may be unable to provide the assistance. Values come from search-result snippets.
• Norwegian Cruise LineNotify the Access Desk at least 45 days before sailing (90 days for interpreters) and complete the Accessibility & Medical Questionnaire.
• Princess CruisesRaise stateroom needs at booking, and email the Access Office for service animals, oxygen and equipment. Some requests have deadlines: large print or Braille menus 60 days before sailing, dietary requests 90 days.
• Royal Caribbean InternationalSubmit the Guest Special Needs Form at booking and no later than 30 days before sailing (60 days for sign language interpreting).

Rail and intercity bus

• Amtrak (National Railroad Passenger Corporation)Ask for a reasonable modification at least 72 hours ahead; complain to Amtrak, the Amtrak OIG or the FRA if it is not provided.
• FlixBus (Flix Bus, Inc.)Add the wheelchair during booking; use the contact form for anything else.
• Greyhound Lines, Inc.Disclose a wheelchair at booking; complain to the ADA Compliance Specialist, who generally investigates within 30 days.
• megabus (US)Flag special requirements when booking or call the booking line; send complaints to the named Coach USA contact.

Guides

• Airlines — how complaints work
• Intercity bus and rail — how complaints work
• Hotels and vacation rentals — how complaints work