Step 3: For Follow-up – Collect the Necessary Information

Having detailed notes about the incident will be helpful in its resolution. Even if your initial problem was resolved, it may still be necessary or useful to file a complaint that notes the issue. Keep in mind the problem could happen to you again. Or, you may learn it is happening to others. Your records could help lead to a long-term solution.

Things to write down or remember for issues on planes, trains or vehicles:

• Date
• Approximate time of incident
• Location/address
• Company name
• Involved employee name(s)
• Employee contact information
• Driver permit number
• Vehicle license plate
• Flight/train/route number
• Save a fully detailed description of incident on your phone, camera, or a notepad. If possible, take photos as documentation of inaccessible features or equipment damages.

 

Step 4: Filing your complaint

If you are not satisfied with how your concerns were handled or if similar instances happen again, it is time to make a written complaint and to ask for a response. Reaching out to a company and/or government agency representative is the best way to be sure you file your complaint thoroughly. Please remember, it is important to keep all your conversations professional as anyone you contact has potential to be allies for future transportation advocacy.

Where to file your complaint: Buses, Light rails, or Paratransit Services

Your initial point of contact may be with the company itself, or if it is a public transportation service, you may need to contact your local government (city or county) first.

For companies: use the company name and phone number, if available. Otherwise, search the internet for the consumer complaint or accessibility contact information.

For public transportation service: you can reach out to your city, county, or state transportation agency. An Internet search or phone call under the name of the service should point you in the right direction. Most services have a formal complaint process.

Please note: your local government cares about accessibility issues. So, whether you have a complaint with a private company or a public service, when you share your complaint with your local government representatives, you are providing a record that can impact larger accessibility policy and enforcement.

With modes of public transportation, as with buildings, the Americans with Disabilities Act (ADA) protections are in place to make sure access is available. If you feel you have experienced a violation of the ADA, you can file a report to the Department of Justice:

Department of Justice
https://www.ada.gov/filing_complaint.htm

Taxis

Internet searches should provide you with a company specific complaint form or customer service contact information. Following up on your complaint with your city and local taxi commission is important and can generally be done through a website, email or complaint number.

Ridesharing Services

Again, ridesharing falls under the jurisdiction of individual cities and filing a consumer complaint about your accessibility or discrimination experience is a useful step for awareness about this new industry.

• Uber: https://help.uber.com/ and click the ‘accessibility’ tab or report issues via the Uber app.
• Lyft: https://help.lyft.com/ or via the Lyft app.

 

Air Travel

Know your rights, airport versus airlines. It is important to understand that two different laws operate to protect your disability rights with air travel. The ADA protects you at airports while the Air Carriers Access Act protects you with the airlines. Visit Policy Spotlight: Accessible Air Travel for tips and tricks to be as prepared as possible for a safe and comfortable flight.

Airlines
Often, your first step should be to contact the airline you are traveling with. Many have designated disability customer service agents available over the phone, but speaking with someone at the airport is a good first step. As mentioned previously, Complaint Resolution Officers (CRO) are available at all times in airports or over the phone and have special disability related procedure and resolution training (see step 2 box).

Once you are home, an Internet search for any airline’s ‘accessibility’ page should connect you with a proper customer service representative. All airlines are required to have accessibility and disability complaint service representatives available via email or phone.

The U.S. Department of Transportation (DOT) recommends that “before you contact DOT for help with an air travel problem, you should give the airline a chance to resolve it.” However, for advocacy purposes, we suggest following up with your airline and discrimination related complaints with an incident report to the DOT:

Department of Transportation
Aviation Consumer Protection Division (202-366-2220)
https://www.transportation.gov/airconsumer/file-consumer-complaint

Airports
Each airport has an airport manager’s office that you can contact. Individuals in this office can be of help for complaints about accessibility issues that happen on airport grounds or if you feel you have been discriminated against. As with ground transportation, it can be smart and prudent to file an additional complaint with the designated governmental agency that oversees the airport.

Please note: aviation safety and security complaints are not handled by DOT’s Aviation Consumer Protection Division.
If you have a concern about airline safety (airline and airplane safety, emergency exit seating, low-flying aircraft, pilot licensing, and related issues) call the Federal Aviation Administration (FAA):