Air Carriers Access Act (ACAA)

Service dogs and emotional support animals used by persons with a disability are allowed on U.S. flights. Handlers who use a service dog do not have to have supporting documentation of disability and medical need. All persons flying with emotional support animals must notify the airline 48 hours in advance of their flight and have a letter from their psychiatrist, psychologist or other licensed counselor or therapist stating that the person is disabled by mental illness and must be accompanied by their emotional support animal.

Each carrier must have at least one Complaints Resolution Official (CRO) available at each airport during times of scheduled carrier operations. The CRO can be made available by telephone. Carriers shall establish a procedure for resolving written complaints alleging violations of any Air Carrier Access rule provision. If a passenger chooses to file a written complaint, the complaint should note whether the passenger contacted the CRO at the time of the alleged violation, including the CRO’s name and the date of contact, if available. It should include any written response received from the CRO. A carrier shall not be required to respond to a complaint postmarked more than 45 days after the date of an alleged violation.

Online Complaints: https://airconsumer.dot.gov/escomplaint/ConsumerForm.cfm

Written Complaints:
Department of Transportation
Aviation Consumer Protection
Division, C-75
1200 New Jersey Ave., S.E.
Washington, D.C. 20590

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