It is important that passengers with a physical / mobility restriction be made aware of rights when it comes to air travel. Although many countries have laws protecting the rights of persons with disabilities, few provide the scope and clarity of the Air Carrier Access Act.

The rights of the air traveler for travel to and within the United States are clearly stated in the Air Carrier Access Act. The Air Carrier Access Act (ACAA) was enacted to bar discriminatory treatment of passengers with disabilities when traveling by air.


In terms of having an international aspect, the rules set in the ACAA have extended beyond US based airlines, and include foreign air carriers for flights that involve a US destination. The foundation of the ACAA pertains to air travel and prohibits discrimination on the basis of disability. Further, it requires that US carriers, and foreign flag carriers traveling to the US accommodate the needs of passengers with disabilities.

Tales of passengers being separated from their attendants; not being provided private screenings for passengers with very limited mobility; and disrespecting the rights to have a service animal are only a few examples of what has happened at airports. With the inconsistencies that have resulted from more stringent airport security measures, it may be helpful to print the applicable policies outlined by the US Department of Transportation, and bring it with you when traveling.

The tightening of air security measures should never be an excuse for violating the rights of passengers that are covered under the Air Carrier Access Act (again, US carriers, and foreign based airlines when traveling to the United States).

If you feel that your rights to dignity and non-discriminatory treatment have been violated, you can lodge a complaint with the US Department of Transportation at the following address:

Department of Transportation
Aviation Consumer Protection Division
400 Seventh Street SW, Room 10405
Washington D.C. 20590
(202) 366 - 5957 (voice)
(202) 755 - 7687 (TTY)
airconsumer@ost.dot.gov

Here is a list of some of the US based carriers with addresses and phone numbers to reach them (provided by the US Department of Transportation) at should you wish to file a grievance with them regarding discrimination:

Alaska Airlines
800-426-0333
Consumer Affairs
P.O. Box 68900
Seattle, Washington 98168-0900

American Airlines
(817)967-2000
Consumer Relations
P.O. Box 619612 MD 2400
DFW Airport, TX 75261-9612

Continental Airlines
(713)987-6666
Customer Care
Gateway 1
15333 JFK Blvd.
Houston, TX 77032

Continental Express
(713)985-2700
Customer Relations
15333 JFK Blvd.
Houston, TX 77002

Delta Airlines
(404)715-1450
P.O. Box 20980
Atlanta, GA 30320-2980

Horizon Air
(206)431-3647
Customer Relations
P.O. Box 48309
Seattle, WA 98148

Midwest Express
(414)747-3900
Customer Relations
4915 South Howell Avenue
Milwaukee, WI 53207

Southwest Airlines
(214)904-4223
Customer Relations
P.O. Box 36611
Dallas, TX 75235

United Airlines
877-228-1327
Customer Affairs/EXOPN
P.O. Box 66100
Chicago, IL 60666

United Express
(414)739-5123
Customer Service
203 Challenger Drive
Appleton, WI 54915

US Airways
800-428-4322
Consumer Affairs
P.O. Box 1501
Winston-Salem, NC 27102-1501