14 CFR Part 382 Nondiscrimination on the Basis of Disability in Air Travel (Air Carrier Access Act): Preamble and Section-by-Section Analysis (with amendments issued through July 2010)

382.155 How must carriers respond to written complaints? CROs are to promptly take action to resolve complaints made to them. In some cases, CROs can take quick action to prevent a potential violation (e.g., a threatened denial of service) from becoming a real violation. If a CRO determines that a violation has already occurred, the CRO must write the complainant and describe the carrier’s corrective action. Of course, not all complaints have merit, and if the CRO decides that a violation did not occur, the CRO must also write the complainant and explain this determination. CRO responses are due 30 days from the date of the complaint.

Often, complaints to carriers may be made in writing (letters, e-mails etc.). These complaints may or may not have been processed through the carrier’s CRO, though they need to state whether a CRO was involved. Except for complaints DOT refers to a carrier, the carrier is not required to respond to a complaint transmitted more than 45 days after the incident in question. The carrier must respond within 30 days.