What should an airline’s complaint policy include regarding ACAA violations?

An airline’s complaint policy regarding violations of the Air Carrier Access Act (ACAA) should explicitly include details on how passengers can report issues. This is important because the ACAA aims to ensure that individuals with disabilities have a means to express grievances related to air travel accessibility and service. The policy should outline clear steps for passengers to follow in order to submit their complaints, ensuring they feel supported and empowered to bring attention to any incidents of discrimination or inadequate service.

Providing this information is fundamentally about fostering accessibility and accountability, which are central tenets of the ACAA. When passengers know how to report issues, it not only helps the airline address specific grievances but also contributes to ongoing improvement of services and compliance with accessibility standards.