Travel To and From the USA
The United States Department of Transportation's (US DoT) Final Ruling on Non-Discrimination on the Basis of Disability in Air Travel (Final Ruling) applies to Qantas flights operating to and from the United States. The following information may be of assistance if you have a complaint or concern regarding discrimination, accommodations or services in respect of a passenger with a disability.
US DoT 14 CFR Part 382 Final Ruling - Non Discrimination on the Basis of Disability in Air Travel
Certain provisions of 14 CFR Part 382 are applicable to foreign carriers operating flights to and from the United States. You can view an up to date consolidated version of 14 CFR 382 here. If you would like a copy of Part 382 in accessible format, you can obtain one from the US DoT by contacting the US DoT by any of the means listed at the bottom of this page.
Complaints Resolution Official (CRO)
If a passenger has a complaint or concern regarding discrimination, accommodations or services provided by Qantas in respect of a passenger with a disability and the Cabin Crew or Airport ground staff member is unable to immediately resolve that issue to the passenger's satisfaction or provide the requested accommodation, the passenger can ask that staff member to contact a Complaints Resolution Official (CRO) to assist to resolve the complaint or concern.
All Qantas CRO's have received disability awareness training, and training in the requirements of the Final Ruling and are ready to assist passengers with any issues or concerns that may arise in relation to their travel experience to and from the United States. Qantas CRO's are available in Sydney, Melbourne, Brisbane, Honolulu, Los Angeles, Dallas/Fort Worth and New York. Where the passenger is unable to resolve the complaint to their satisfaction, the passenger may refer their complaint or concern to the US DoT in writing, no later than 6 months after the date of the incident, by mail or online using the relevant details below.
Contact details for the US DoT
- For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY).
- By telephone to the Aviation Consumer Protection Division at (+1) 202-366-2220 (voice) or (+1) 202-366-0511 (TTY).
By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.
On the Aviation Consumer Protection Division's website (http://www.dot.gov/airconsumer)Back to top