The hotline will provide general information to consumers about the rights of air travelers with disabilities, respond to requests for printed consumer information, and assist air travelers with time-sensitive disability-related issues that need to be addressed in "real time." Hours for the hotline are 9 a.m. to 5 p.m. Eastern time, Monday through Friday except federal holidays.
As in the past, air travelers who would like DOT to investigate a complaint about a disability issue must submit their complaint in writing or via e-mail. Click here for details.
In assisting individuals with disabilities who may have air travel complaints that require immediate intervention, the role of the DOT employees would be one of facilitating compliance with DOT's rules and suggesting possible customer-service solutions to the airline involved. Since compliance with the Air Carrier Access Act and DOT's implementing regulations remains the obligation of the carrier, airline employees would continue to decide what action will be taken in any given situation.