The USDOT Hotline for Air Travelers

The US Department of Transportation has a toll free hotline for air travelers with disabilities. The hotline has been in operation since August 2002 and is available for callers seven days a week from 7 AM to 11 PM Eastern Standard Time. The hotline offers educational information and provides assistance in resolving disability-related air travel problems.

Many disabled air travelers are not aware of their rights. The hotline exists as an educational service to inform air travelers with disabilities about their rights under the Air Carrier Access Act and the Department's implementing regulations 14 CFR Part 382. Hotline operators can provide callers with information about the rights of air travelers with disabilities. The hotline operators can also respond to requests for printed consumer information about the air travel rights of the disabled.

The hotline can also assist with the resolution of real time or upcoming issues with air carriers. The purpose of real-time assistance is to facilitate airline compliance with DOT's rules by suggesting to the passenger and the airline involved alternative customer-service solutions to any problems. The airline remains responsible for deciding what action will be taken to resolve the issue in accordance with the ACAA and Part 382. Generally, if a caller has a real time problem or an upcoming issue with an air carrier, a Hotline Duty Officer will contact that air carrier and attempt to resolve the issue. For example, there have been a number of incidents in which Hotline Duty Officers have convinced air carriers to accept service animals and electric wheelchairs on board flights, to stow folding wheelchairs in the cabin, and to provide requested wheelchair assistance.

Air travelers who want information about the rights of persons with disabilities in air travel or who experience disability-related air travel service problems may call the hotline to obtain assistance at: (800) 778-4838 (voice) or (800) 455-9880 (TTY).

Air travelers who want DOT to investigate a complaint about a disability-related issue must still submit their complaint in writing via e-mail at airconsumer[AT SIGN]ost.dot.gov or by postal service to: Aviation Consumer Protection Division, US Department of Transportation, 400 7th Street, SW, Washington, D.C. 20590.