If you encounter a disability-related issue about an airline accommodation or service, ask to speak to the airline's Complaint Resolution Official (CRO). A CRO is the airline's expert in disability related issues in air travel and has the authority to resolve complaints on behalf of the airline.

A Complaint Resolution Official (CRO) is a specially trained airline employee who serves as the expert on Department of Transportation (DOT) regulations regarding travelers with disabilities. Under 14 CFR Part 382, every airline operating in the U.S. is legally required to have a CRO available—either in person at the airport or via telephone—during all operating hours. Their primary role is to resolve disability-related disputes on the spot, such as issues with wheelchair assistance, service animals, or seating accommodations. A CRO has the authority to overrule other airline personnel to ensure the airline is in compliance with federal law. If a passenger feels their rights have been violated due to a disability, they have the right to ask for a CRO immediately to address the concern before the flight departs or upon arrival, providing an essential layer of advocacy for accessible air travel.