What is the role of a Complaint Resolution Official (CRO)?

The role of a Complaint Resolution Official (CRO) is primarily focused on addressing issues related to individuals with disabilities within the context of air travel. Under the Air Carrier Access Act, CROs are specifically trained to handle complaints and resolve problems that passengers with disabilities may encounter, ensuring that they receive the necessary accommodations and support during their travel experience. This includes understanding the various regulations and requirements that airlines must adhere to in order to provide equitable service to individuals with disabilities.

CROs play a vital function in facilitating communication between the airline and the passengers, ensuring that any issues related to accessibility, personal assistance, or other disability-related concerns are resolved promptly and effectively. They are equipped with the knowledge to navigate regulations and advocate for the rights of passengers with disabilities, making their role essential in promoting compliance with the Air Carrier Access Act.