Under the ACAA, how are complaints resolved?

Under the Air Carrier Access Act (ACAA), the appropriate way to address and resolve complaints related to disability discrimination or accessibility issues in air travel is by filing a complaint with the Department of Transportation (DOT). This process is established to ensure that passengers with disabilities can seek redress in a structured manner, providing a formal avenue for grievances that may arise in the course of air travel.

When passengers encounter issues that violate their rights under the ACAA, the DOT serves as an oversight body that investigates these complaints. This mechanism helps to ensure accountability among airlines, as well as adherence to regulations designed to protect the rights of travelers with disabilities. The DOT can take action based on the complaints received, thereby promoting better compliance by airlines and improving the overall travel experience for individuals with disabilities.

In contrast, complaints being ignored would deny passengers the opportunity to seek help or address their grievances, while requiring airlines to resolve complaints directly might not ensure impartiality or adequacy in addressing systemic issues. Similarly, relying solely on legal action could create barriers to resolving complaints efficiently and might discourage passengers from voicing their concerns in the first place. Thus, the process of filing a complaint with the DOT is the correct and established route for resolving issues under the ACAA.