Convention and other international agreements instead of 14 CFR part
254.

    You also must not require a passenger with a disability to sign a
waiver of liability for damage to or loss of a wheelchair or other
assistive device, although you may make notes about preexisting damage
or the condition of these items to the same extent you do this for
other checked baggage. (Sec.  382.35(b)).
    Example: A passenger with a battery-powered wheelchair with a
spillable battery arrived for his domestic flight and carrier
personnel determined that the wheelchair could not be loaded,
stored, secured, and unloaded in an upright position in the cargo
compartment of the aircraft. Therefore, the appropriate personnel
removed the battery and stored the battery and wheelchair as checked
baggage. When the passenger arrives at his destination and the
battery is reconnected, it is done incorrectly and the entire
electronic circuit board of the wheelchair is severely damaged,
rendering the wheelchair temporarily unusable. What should you do?
    As a matter of good customer service, you should apologize to
the passenger for the problem and the resulting inconvenience. In
addition, you should explain to the passenger that the carrier will
compensate him for the damaged wheelchair in an amount based on the
original purchase price of the device. If, for example, the
passenger provides you with documentation that the original cost of
the wheelchair was $10,000 and verification that it cost $2,900 to
be repaired, the carrier would pay the passenger or the repair
company $2,900 to cover the cost of the wheelchair repair. Repair
costs in excess of the original cost of the wheelchair need not be
paid. The passenger could also recover from the carrier reasonable
costs associated with the rental of a wheelchair during the repair
period or while awaiting a new wheelchair.

E. Services and Information Provided in the Cabin

Services on Aircraft
    You must provide certain services within the aircraft cabin when
requested by a passenger with a disability or when offered to and
accepted by a passenger with a disability. Specifically, you must
provide assistance:
     Moving to and from a seat as part of boarding and
deplaning;
     Preparing for eating, such as opening packets and
identifying food;
     If there is an on-board wheelchair, using the on-board
wheelchair to enable the passenger to move to and from the lavatory (if
requested, this could involve transferring the passenger from a seat to
an aisle chair);
     Moving a passenger who is semi-ambulatory to and from the
lavatory, without lifting or carrying the individual;
     Ensuring effective communication with passengers with
vision or hearing impairments so that these passengers have timely
access to information you provide to other passengers, such as
information about weather, on-board services, flight delays, and
connecting gates at the next airport; and
     Stowing and retrieving carry-on items, including mobility
aids and other assistive devices stowed in the cabin (a passenger must
self-identify as an individual with a disability needing such
assistance). (Sec.  382.111).

    Example 1: A passenger using an aisle chair for boarding asks
for help storing her carry-on item in the overhead compartment
because, as is apparent, her disability prevents her from being able
to reach up to the overhead compartment. What should you do?
    You must either assist the passenger directly or indicate that
you will find the appropriate employee to assist her in stowing her
carry-on bag in the overhead compartment.
    Example 2: A passenger who walks onto the plane for an evening
flight with a rolling carry-on bag asks for help lifting his bag and
putting it in the overhead storage compartment. What should you do?
    Because he has not identified himself as, and it is not obvious
that he is, a passenger with a disability, you may want to ask for
further clarification. Because, under the law, normally you cannot
ask a passenger if he has a disability, you might ask, ``Is there
any particular reason you need assistance sir?'' or ``Are you unable
to lift it yourself?'' If, for example, the passenger explains that
he has multiple sclerosis and his muscles are particularly fatigued
at the end of the day and, therefore, he needs help lifting things,
you must either assist the passenger directly or indicate that you
will find the appropriate employee to assist him in stowing his
carry-on bag. If, on the other hand, the passenger states that he is
merely tired and does not feel like lifting the bag, he may be
considered not to be a passenger with a disability and, therefore,
you are not obligated to assist him. You may politely decline to
assist him, depending on your carrier's policies regarding
assistance with stowing carry-on items for passengers.
    You are not required to provide extensive special assistance to
passengers with a disability such as:
     Help with actual eating, for example, feeding the
passenger;
     Assistance within the restroom or at the passenger's
seat with elimination functions; or
     Provision of medical services. (Sec.  382.113(a)
through (c)).
    You cannot require that a passenger with a disability sit on a
blanket or wear badges or other special identification. (Sec.
382.33(b)(3) and (b)(4)).
Timely and Complete Access to Information for Passengers With a Vision
or Hearing Impairment
    You must ensure that passengers with a disability who identify
themselves as needing visual or hearing assistance have prompt access
to the same information provided to other passengers on the aircraft.
In this context, ``prompt'' means that you must provide this
information to passengers with vision or hearing impairments as close
as possible to the time the information is transmitted to the other
passengers. However, you are not required to provide information if it
would interfere with your crewmember safety duties under applicable FAA
and foreign regulations. (Sec.  382.119(a)).
    You must provide information on--
     Flight safety,
     Procedures for takeoff and landing,
     Flight delays,
     Schedule or aircraft changes that affect the travel of
passengers with a disability,
     Diversion to a different airport,
     Scheduled departure and arrival time,
     Boarding information,
     Weather conditions at the flight's destination,
     Beverage and menu information,
     Connecting gate assignments,
     Baggage claim,
     Individuals being paged, and
     Emergencies (for example, fire or bomb threat).
    (Sec.  382.119(b)).
    You may need to provide passengers with information not included on
this list. In addition, if you use audio-visual displays to convey this
information to passengers with hearing impairments you must provide
high-contrast captioning as previously discussed in Section A, Aircraft
Accessibility, of this chapter. (Sec.  382.69).

F. Safety Briefings

    The FAA requires that you provide a safety briefing to all
passengers before each takeoff. (Sec. Sec.  121.571 and 135.117). With
regard to passengers with a disability you must not require that the
passenger demonstrate he or she has listened to, read, or understood
the information presented, except to the extent that you impose such a
requirement on all passengers with

respect to the general safety briefing or for an exit row briefing. In
addition, you must not take any action adverse to a passenger with a
disability on the basis the individual has not ``accepted'' the
briefing. (Sec.  382.115(c)).
Individual Safety Briefings
    Under certain circumstances, you must provide individual safety
briefings to a passenger with a disability. (Sec.  382.115(a)). FAA
regulations require you to conduct an individual briefing for each
passenger who may need assistance to move expeditiously to an emergency
exit. (Sec. Sec.  121.571(a)(3) and (4) and 135.117(b)). You must brief
the passenger and the attendant, if any, on the routes to the
appropriate exit and on the most appropriate time to move toward the
exit in the event of an emergency. In addition, you must ask the
passenger and the attendant, if any, the most appropriate manner of
assisting the passenger. You may offer an individual briefing to any
other passenger. (Sec.  382.115(b)). When you conduct an individual
safety briefing for a passenger with a disability, you must do so as
inconspicuously and discreetly as possible. (Sec.  382.115(d)).
Safety Briefings for Passengers With Hearing Impairments
    If you present safety briefings to passengers using audio-visual
displays, you must ensure that the presentation is accessible to
passengers with hearing impairments. (Sec.  382.115(e)). The
accessibility requirements for onboard audio-visual safety
presentations are discussed in Section A, Aircraft Accessibility of
this chapter. (Sec.  382.69).

Chapter 6: Assisting Air Travelers With Disabilities With Their
Complaints

A. Complaints Resolution Officials (CROs)
B. Handling Passenger Complaints
C. ACCESS: An Approach for Resolving Complaints
D. General Complaint Resolution Tips
E. Categorizing, Recording and Reporting Written Disability-Related
Complaints

A. Complaints Resolution Officials (CROs)

    Carriers providing service using aircraft with 19 or more passenger
seats must designate one or more CROs. (Sec.  382.151(a)). CROs are
individuals trained as the carrier's experts in ensuring that carrier
personnel correctly implement the Air Carrier Access Act (ACAA)
requirements and Part 382. Each CRO must be trained and thoroughly
familiar with (1) the rights of passengers with disabilities under Part
382 and (2) the carrier's procedures with respect to passengers with a
disability. The primary purpose of having a CRO is to resolve a
passenger's problem as quickly as possible without using formal
Department of Transportation (DOT) enforcement procedures and before a
violation occurs.

(Sec. Sec.  382.141(a)(7) and 382.151(d)).

    A CRO must have the authority to resolve complaints by passengers
with a disability on behalf of the carrier. Therefore, CROs must have
the power to overrule decisions of other carrier personnel, except that
they are not required to have the authority to countermand a safety
decision made by the pilot-in-command. (Sec.  382.151(e)).
Availability of the CRO
    As a U.S. carrier, you must make a CRO available at each airport
you serve during all times you are operating at that airport. As a
foreign carrier, you must make a CRO available either in person or by
telephone or Text Telephones (TTY) at each airport serving flights you
operate that begin or end at a U.S. airport. Part 382 recognizes that,
in some cases, carriers operate flights infrequently and it is not
necessary to have a CRO available during those times the carrier is not
operating flights at that airport. (Sec.  382.151(b)).

    Example: A foreign carrier may fly from Dulles International
Airport to a foreign airport only at 5 p.m. on Mondays and
Thursdays. On other days and on Monday and Thursday mornings, the
foreign carrier would not have to make a CRO available at Dulles.
    If the CRO is available by telephone, it must be at no cost to
the passenger. In addition, if a telephone link to the CRO is used,
a TTY service or a similarly effective technology must be available
to passengers with hearing impairments. You must ensure that CRO
services are available in the languages in which you provide
services to the general public. (Sec.  382.151(b)).

B. Handling Passenger Complaints

    If a passenger with a disability, or someone on behalf of a
passenger with a disability, complains or raises a concern with you
about discrimination, accommodations, or services with respect to
passengers with a disability, and you do not immediately resolve the
issue to the customer's satisfaction or provide a requested
accommodation, you must immediately inform the passenger of the right
to contact a CRO. You must then contact a CRO on the passenger's behalf
or provide the passenger with the means to contact the CRO such as by
providing a telephone, a phone card plus the location and/or phone
number of the CRO. The requirement to provide this information applies
to your carrier's reservation agents, contractors, and Web sites when a
passenger with a disability using those services complains or raises a
concern about a disability related issue. (Sec.  382.151(c)). Carriers
are responsible for making a passenger aware of the availability of a
CRO anytime a disability-related concern is raised even if a passenger
does not specifically ask to speak with a CRO.

    Example: A passenger with a disability states that he wishes to
carry-on and stow his personal folding wheelchair in the cabin as he
has done on several similar flights on your carrier in the same
market and on the same aircraft type. As the ticket agent, you
inform the passenger that you are unsure if wheelchairs can be
stowed in the cabin, but state ``We have a CRO available that will
be able to provide guidance. The CRO is our carrier's expert in
disability related questions or concerns.''
Complaints Made Directly to a CRO During the Trip
    When a passenger with a disability makes a complaint directly to a
CRO during the course of the trip (for example, over the telephone or
in person at an airport), the CRO must promptly take action to resolve
the problem as follows:
     If a passenger complains about a disability-related issue
to a CRO before Part 382 has been violated, the CRO must promptly take
action or direct other employees to take action to ensure compliance
with the law. (Sec.  382.153(a)). However, as previously discussed,
only the pilot-in-command of an aircraft has final authority to make
decisions regarding safety onboard his or her aircraft and the CRO may
not have the authority to override a pilot's decisions regarding
safety. (Sec.  382.151(e)) .
     If a passenger complains about a disability-related issue
or alleges that a violation of Part 382 already has occurred and the
CRO agrees that a violation has occurred, the CRO must provide the
complaining passenger with a written statement summarizing the facts
and the steps, if any, the carrier proposes to take in response to the
violation. (Sec.  382.153(b)). Note, some carriers use their legal
department to provide a written response.
     If a passenger alleges a violation of Part 382 but the CRO
determines that no violation has occurred, the CRO still must provide a
written statement including a summary of the facts and the reasons for
that determination. (Sec.  382.153(c)).

    Note: In both instances discussed above, the written statement
responding to the passenger's complaint must either be provided in
person to the passenger at the airport or it must be forwarded to
the passenger within 30 calendar days of the complaint. The written
statement must

inform the complaining passenger about his or her right to pursue
DOT enforcement action under Part 382. (Sec.  382.153(d)).

Written Complaints Received After the Trip
    Generally, as a carrier, you must respond to written complaints
from passengers with a disability. Written complaints may be received
by letter, facsimile, email, electronic instant messaging, and short
message service (SMS) via the Internet. (Sec.  382.155(a)). In regards
to complaints received through Facebook and Twitter, in the context of
consumer complaints, the Department allows carriers to not respond to
those complaints provided the carrier clearly indicates on the its
primary page on Facebook and/or Twitter that it will not reply to
consumer complaints on that site and directs the consumer to the
carrier's mailing address and email or Web site location for filing
written complaints. The Enforcement Office will adopt this policy for
disability-related complaints as well. However, you are not required to
respond to a written complaint postmarked or transmitted more than 45
days after the date of the incident, except complaints referred to you
by DOT. (Sec.  382.155(c)).
    You must provide your response in writing to the complaining
passenger within 30 days of receiving his or her written complaint.
Your response must describe how you resolved the complaint and must
specifically admit or deny that a violation of Part 382 occurred.
(Sec.  382.155(d)). As a matter of good customer service, you should
provide all information regarding written complaints in a polite and
respectful manner.
    Depending on your carrier's determination, the response to a
written complaint must include the following:
     If your carrier agrees that a violation has occurred, you
must provide a written statement to the complaining passenger
summarizing the facts and stating what steps, if any, your carrier
proposes to take in response to the violation. (Sec.  382.155(d)(1)).
     If your carrier denies a violation occurred, the written
response must include a summary of the facts and your carrier's reasons
under Part 382 for making the determination. (Sec.  382.155(d)(2)).

    Note: As with the response to oral complaints, the response to a
written complaint must inform the complaining passenger about his or
her right to pursue DOT enforcement action under the law. (Sec.
382.155(d)(3)).

Responsibilities of Employees/Contractors Other Than the CRO
    Each employee/contractor dealing with the traveling public should
be trained to proficiency, as appropriate to the duties of the
employee/contractor, on the legal requirements and the carrier's
policies concerning the provision of air travel to passengers with
disabilities. (Sec.  382.141). These employees/contractors must receive
training on awareness about and appropriate responses to individuals
with physical, sensory, mental, and emotional disabilities, including
how to distinguish among the differing abilities of individuals with a
disability. (Sec.  382.141(a)(2)). A discussion of employee/contractor
training requirements can be found in Chapter 8: Personnel Training;
and Appendix II on Airline Management Related Issues.
    You should be familiar with your carrier's established procedures
and the CRO's duties and responsibilities with respect to resolving a
complaint raised by a passenger with a disability. You should convey
this information to passengers with a disability under the appropriate
circumstances.
    When resolving complaints from a passenger with a disability, you
should:
     Request assistance from a CRO immediately or assist the
passenger with a disability in doing so, if the passenger requests to
speak with a ``supervisor'' or ``manager'' about a disability-related
issue.
     Contact a CRO if you are having any difficulty providing
an accommodation required by Part 382 or carrier policy to a passenger
with a disability.
     Carry the information about how to contact a CRO with you
at all times. Remember, a U.S. carrier must make a CRO available, in
person or by telephone, at each airport the carrier serves during all
times the carrier is operating at that airport. A foreign carrier must
make a CRO available, in person or by telephone, at each airport
serving flights the carrier operates that begin or end at a U.S.
airport. (Sec.  382.151(b)).

C. ACCESS: An Approach for Resolving Complaints

    When you receive a complaint from a passenger with a disability,
there are certain requirements under the law with which you, your
carrier, and a CRO must comply. Even if you call a CRO, it is important
to be able to assess the situation firsthand through observation,
communication, and information gathering because a CRO is not always
available onsite and may only be involved in resolving the complaint by
telephone.
    Having a consistent process for handling these complaints will
assist you in meeting your legal obligations and providing good
customer service. Learning what the particular problem is, finding the
applicable rule, regulation, or policy that addresses the situation,
and remedying the situation by taking positive action are important
aspects of the process.
    The ACCESS \22\ checklist below is provided as a memory aid for
responding to these complaints. Remember ACCESS as a thorough and
useful process through which you can address the complaint or refer it
to a CRO as needed.
---------------------------------------------------------------------------

    \22\ ACCESS is a memory aid to Ask, Call, Check, Evaluate,
Solve, and Satisfy for use when resolving complaints.
---------------------------------------------------------------------------

BILLING CODE 4910-9X-P

[GRAPHIC] [TIFF OMITTED] TP05JY12.000

D. General Complaint Resolution Tips

    To ensure that you can appropriately resolve a complaint from a
passenger with a disability, you should:
     Familiarize yourself with this manual, the full text of
Part 382 at http://airconsumer.ost.dot.gov/SA_Disability.htm, and your
carrier's policies concerning Part 382, and for providing good customer
service. Primarily, you must not violate the civil rights of passengers
with a disability. In addition, you should treat passengers in

a manner consistent with good customer service.
     Work as quickly as possible to ensure prompt service and,
at the same time, respect the needs of passengers with a disability.
     Be aware of your carrier's procedures for addressing
complaints. You should take the time necessary to resolve the complaint
while maintaining flight schedules. If an unfamiliar situation presents
itself or you have any doubts or questions, you should contact your
immediate supervisor or a CRO for prompt resolution of the issue.
     Make reasonable attempts to keep the passenger with a
disability informed about your or other carrier personnel's progress
with respect to resolving a complaint.
     Do not argue with a passenger with a disability who
presents a complaint.
     Listen carefully and actively, evaluate appropriate
options under Part 382 and your carrier's policy, and communicate the
basis for the action taken (or not taken) to the passenger with a
disability in a respectful and polite manner to ensure effective
complaint resolution.
     Assess the situation firsthand through observation,
communication, and information gathering even if you call a CRO,
because a CRO is not always available on site and may only be involved
in resolving the complaint by telephone.

E. Categorizing, Recording, and Reporting Written Disability-Related
Complaints

    As a carrier covered by Part 382 that conducts passenger operations
with at least one aircraft having a designated seating capacity of more
than 60 passengers on flights to, from, or in the United States, you
must categorize, record, and report annually to the DOT written
disability-related complaints you receive. (Sec.  382.157). This
requirement applies to foreign carriers only with respect to
disability-related complaints associated with any flight segment
beginning or ending in the United States. (Sec.  382.157(b)).
    As a carrier, you must have a system for categorizing and recording
disability-related complaints by the passenger's type of disability and
the nature of the passenger's complaint. (Sec.  382.157(c)) In
addition, you must submit an annual report on the last Monday of
January of every year summarizing the disability-related complaints you
received during the previous year. This annual report must be submitted
online using the form specified at the Web site address http://382reporting.ost.dot.gov unless you demonstrate undue hardship if not
permitted to submit the information via paper copies, disks or email.
(Sec.  382.157(d)). If DOT approves your request not to submit the
annual report through the Web site address above, you must use the form
in Appendix A to Part 382. (Sec.  382.157(h)).

    Note: The recording and reporting responsibilities discussed
above apply to carriers in a codeshare relationship. As carrier in
such a relationship, you must record and report disability-related
complaints concerning services you provide. In addition, you must
forward to your codeshare partner any disability-related complaints
you receive from or on behalf of passengers regarding difficulties
encountered in connection with service provided by your codesharing
partner. As a codeshare carrier, you must report disability-related
complaints even when you are unable to reach agreement with your
codeshare partner as to whether the complaint involves service you
provide or service your codeshare partner provides.
    Each carrier, including those carriers in a codeshare
relationship, must record and report disability-related complaints
forwarded to it by another carrier or governmental agency with
respect to difficulties encountered in connection with services you
provide. (Sec.  382.157(f)(1) and (f)(2), and (g)).
    Finally, each carrier must retain correspondence and records of
action on all disability-related complaints for 3 years after
receiving the complaint or creating the record of action. You must
make these records available to the DOT on request. (Sec.
382.157(e)).

Chapter 7: Interacting With Individuals With Disabilities

A. Terminology
B. Physical, Mental, and Psychological Impairments
C. Tips for Interacting With Individuals With Disabilities

A. Terminology

    When assisting and interacting with individuals with disabilities,
you should use language that reflects a positive view of them. You
should focus on the person first, not the disability, and avoid
language that reinforces myths, stereotypes, and discrimination.
    This chart lists some currently acceptable terminology and
terminology you should avoid when addressing or referring to an
individual with a disability.

------------------------------------------------------------------------
                  Use                                 Avoid
------------------------------------------------------------------------
Person with a disability...............  Handicapped or deformed.
Person with a hearing impairment.......  The deaf.
Person with a vision impairment........  The blind; the visually-
                                          impaired.
Person with an emotional disorder,       Crazy, demented, lunatic,
 psychiatric illness, or psychiatric      psycho, or maniac.
 disability.
Person using a wheelchair, wheelchair    Confined to a wheelchair,
 user.                                    wheelchair bound, or crippled.
Person with acquired immune deficiency   Afflicted with AIDS, victim of
 syndrome (AIDS) or living with AIDS.     AIDS, or suffers from AIDS.
Congenital disability..................  Birth defect.
Person with cerebral palsy.............  Afflicted with cerebral palsy
                                          or suffers from cerebral
                                          palsy.
Person with Down syndrome..............  Mongol, mongoloid, or retarded.
Person with a head injury, brain         Brain damaged.
 damage, or traumatic brain injury.
Person with a speech disorder or who is  Mute or dumb.
 without speech.
Person with quadriplegia or who is       Crippled.
 paralyzed.
Person of small or short stature.......  Midget.
------------------------------------------------------------------------

B. Physical, Mental, and Psychological Impairments

    It may not be apparent whether a person is an individual with a
disability. You should provide an opportunity for an individual with a
disability to self-identify by asking if the individual needs
assistance and, if so, how best you can assist with those needs. Be
mindful that you cannot require an individual with a disability to
accept special services, including preboarding. (Sec.  382.11(a)(2)).
Below are examples of physical, mental, and psychological impairments.
Examples of Physical Impairments
     Orthopedic impairment;
     Deafness (profound hearing loss);

     Hard of hearing (mild to profound hearing loss);
     Vision impairment and blindness;
     Speech disorder;
     Cerebral palsy;
     Epilepsy;
     Muscular dystrophy;
     Multiple sclerosis;
     Cancer;
     Heart disease;
     Diabetes; and
     Human Immunodeficiency Virus (HIV).
    (Sec.  382.3).
Examples of Mental or Psychological Impairments
     Mental retardation;
     Organic brain syndrome;
     Emotional or mental illness; and
     Specific learning disabilities.
    (Sec.  382.3).

C. Tips for Interacting With Individuals With Disabilities

    The first section below provides general tips for interacting with
an individual with a disability. This section is followed by tips for
interacting with individuals with one or more of a provided list of
examples of disabilities.
    This information will help you provide services, facilities, and
other accommodations to passengers with disabilities in a respectful
and helpful manner. Some of the tips relate to specific requirements
under Part 382, but most suggest ways to interact with passengers with
disabilities that would constitute good customer service and
demonstrate an appropriate level of sensitivity. However, carriers
should be aware that Sec.  382.141(a)(3) requires carriers to train
employees who deal with the traveling public to recognize requests for
communication accommodations from individuals with vision or hearing
impairments and to use the most common, readily available methods for
communicating with these individuals such as writing notes and clearly
enunciating. The tips below should be read and followed with the above
qualification in mind.
General Tips for Interacting With Individuals With Disabilities
     Always ask. The most effective and simplest step for you
to take when you are uncertain about a passenger's needs is to ask,
``How may I best assist you?'' or ``Please let me know how I can assist
you.'' A passenger with a disability has the most information about his
or her abilities, level of familiarity with the airport and airline,
and traveling needs.
     Appreciate the passenger's perspective. You should take
into consideration the extra time and energy that traveling may require
for a person with a disability. For example, you should realize that a
person with a disability may not have the flexibility and spontaneity
to react to unexpected situations. Understand that making adjustments
may take more time or may require additional attention or services for
passengers with a disability.
     Be yourself and be self-aware. When you are speaking with
an individual with a disability it is important to relax, be yourself,
and maintain the conversational style you would use for anyone else. Be
aware of the possibility that your body language could convey
discomfort or impatience; try to avoid this. Also, you should respect
the privacy of individuals with disabilities. Asking about a person's
disability can be perceived as intrusive and insensitive. It might be
interpreted as placing the disability above the human being.
     Do not make assumptions. Do not assume that all
individuals with a disability automatically need assistance. Keep in
mind that if the setting is accessible, individuals with a disability
would usually prefer to operate independently.
     Emotions matter. Acknowledge the emotions of the person in
a stressful situation, for example, frustration or disappointment. When
acknowledging the emotions of others, it may be more effective to use
``you'' rather than ``I.'' For example, you should say, ``You must be
frustrated by having to wait for your checked wheelchair'' rather than,
``I completely understand how you feel, I had to wait forever at a
supermarket check-out yesterday.''
     Focus on the person, not the disability. The emphasis is
on the individual first, not the disability.
     Keep the passenger informed. When providing an
accommodation to a passenger with a disability, update the passenger
about the progress or timing in connection with the accommodation.
     Knowledge is useful. Be aware of the services,
information, and resources available to an individual with a disability
who asks about a particular accommodation. If you do not know the
answer to the question, treat the individual with respect and courtesy
and say, ``Let me find out for you.'' Do not guess about what
accommodations or services to provide an individual with a disability.
When explaining the requirements under Part 382, avoid giving legal
advice or counseling the person in any way.
     The passenger is the expert. Offer assistance only if the
passenger appears to need help. If the passenger asks for help, ask how
you can assist and listen to the passenger's response and instructions
before you act. If you have any doubts as to how to assist a passenger
with a disability, you should ask the passenger for guidance before
acting. Avoid being overly enthusiastic about helping and always think
before you speak and act when offering assistance.
     Respect personal space. Be sensitive about physical
contact. Avoid patting an individual with a disability or touching the
individual's wheelchair or cane. Individuals with disabilities consider
their assistive devices to be part of their personal space.
     Speak directly to the passenger. Always make eye contact
and speak directly to an individual with a disability, not the
individual's companion, attendant, or interpreter.
     Treat each passenger as an individual. It is important to
recognize that individuals with a disability may vary in their ability
to perform certain tasks. Individuals with a disability are best able
to assess and gauge what they can and cannot do in a particular
situation.
    It is always important to keep these tips in mind when assisting
and communicating with passengers with disabilities. Although as a
practical matter, you need to be aware of different considerations
depending on the passenger's type of disability.
Five Examples of Types of Disabilities
    Below are five basic types of disabilities with a list of
considerations to keep in mind when you are communicating and
accommodating passengers with each type of disability. Although these
five types of disabilities are specifically discussed, you must
consider each passenger with a disability as an individual with
individual needs. It is important for you to communicate with each
passenger about that particular passenger's needs under the
circumstances and avoid making assumptions about the passenger's needs.
    Five examples of types of disabilities addressed below are--
     Vision impairments;
     Hearing or severe hearing and vision impairments;
     Mobility disabilities;
     Difficulty speaking; and
     Disabilities that are not apparent (for example, a
cognitive or emotional disability, diabetes, etc.).

Tips for Assisting Individuals With Vision Impairments
Communication
     Only offer assistance if it seems appropriate. Ask the
person if you can be of assistance and, if so, how you can help.
     Identify yourself by name and job responsibility first.
     Always communicate using words rather than relying on
gestures, facial expressions, or other nonverbal communication. For
example, tell the passenger the gate number and the directions to the
gate. If you are handing a boarding pass to a passenger with a vision
impairment, explain that you have the person's boarding pass and that
you would like to place it directly in the person's hand. Always
communicate in words that describe what you are doing (for example,
waiting to receive confirmation of a reservation), and identify any
items you are giving to the passenger (for example, a credit card,
ticket, or voucher).
     Make sure a passenger with a vision impairment is made
aware of all relevant information as it becomes available to other
passengers. (Sec.  382.53 and 382.119). For example, if a boarding time
is changed and the new boarding time is posted visually at the gate,
you must inform the person orally. You should advise the passenger when
you are leaving the area and answer any questions the person has before
you leave.
     If individual safety briefings are required, you must
conduct them discreetly with respect for the privacy of an individual
with a vision impairment. (Sec.  382.115(d)).
     If a person uses a term relating to vision impairments
that you are not familiar with or that you do not understand, ask the
individual what his or her needs are. If you need additional
information, you should contact the Complaints Resolution Official
(CRO) to discuss how best to proceed. Be aware that your carrier may
provide additional training to educate you about the different types of
disabilities to enhance your ability to accommodate passengers with
disabilities.
     Keep in mind that the special service request (SSR) field
of the passenger name record (PNR) may contain information concerning a
passenger who is visually impaired.
Guiding an Individual
     Never take the arm of an individual with a vision
impairment without asking first. In addition to the fact that the
passenger might not need or want assistance, grabbing the passenger's
arm could cause the passenger to lose his or her balance. Also, if you
do not ask whether the passenger needs assistance, the passenger could
perceive your forcing assistance upon him or her as a lack of respect
because you did not give that passenger the option of receiving or
declining the assistance. Once you ask if you can offer your arm, let
the person take it. You may direct the individual's arm to a railing or
the back of a chair to assist with seating.
     Walk approximately a half step ahead of the person if you
are serving as a guide through the terminal. Inform a person with a
vision impairment about any approaching obstacles, such as escalators,
moving walkways, or revolving doors, and alternative routing to avoid
these obstacles if the person desires. For example, when approaching a
moving walkway you might say, ``We are approaching a moving walkway; it
is approximately 50 feet in front of us. If you would like we can use
the moving walkway or avoid the walkway. Which would you prefer?''
Never assume that a person with a vision impairment cannot use these
devices because of his or her disability. Instead, offer the individual
the freedom and flexibility to choose which devices and facilities he
or she would like to use. Describe the environment in detail as you
proceed and ask the person if he or she would like you to point out
airport amenities such as restaurants, shops, automated teller
machines, restrooms, airline club lounges, displays, or other terminal
facilities. Note any obstacles and their location in your path. If you
need to provide a warning, be as specific as possible. Offer to orient
the person to the gate or other terminal area in case he or she would
like to walk around. For example, you could say, ``All even numbered
gates are on our right when walking from security and odd numbered
gates are on the left.''
     When you are done guiding the person to his or her
destination, ask if any other assistance is needed. You should not
inform other passengers or carrier personnel that an individual with a
vision impairment needs additional assistance unless the individual has
requested you to do so.
     Be aware that many people with vision impairments prefer
to walk rather than use mobility devices, such as wheelchairs or
electric carts. You may not require an individual with a vision
impairment to use a wheelchair and, if requested, you must provide a
walking guide for that individual.
Service Animals and Assistive Devices
     Never pet or distract a service animal accompanying an
individual with a vision impairment unless the individual specifically
told you it is all right to do so.
     Do not separate passengers with vision impairments from
their service animals unless the individual specifically told you it is
acceptable to do so.
     Do not move a person's cane or assistive device if the
person has placed it on the ground near a seat. If you ask and receive
permission, you may help the passenger collect things if needed (for
example, carry-on items or jackets.)
     Do not lean on a passenger's assistive device.
     Do not use a passenger's assistive device unless you have
specific permission from the passenger.
     Do not disassemble a passenger's assistive device unless
disassembly is necessary for stowage on the aircraft.
Tips for Assisting Individuals With Hearing or Hearing and Vision
Impairments
Communication
     Remember that individuals with hearing impairments have
various ways of communicating. Depending on the nature of their
disability, these individuals may communicate using, for example, sign
language, speech/lip reading, Text Telephones (TTY), a hearing aid, or
an implant. A person's hearing impairment may go unnoticed unless the
person self-identifies.
     When you speak, look directly at the person with a hearing
impairment. The person may use speech/lip reading as a method of
communicating. You should use normal lip movement and a normal tone of
voice when speaking to the person. You should not shout because
shouting distorts the sound, words, and lip movement. Sometimes you may
need to rephrase your message because many words have the same lip
movement, for example, the numbers 15 and 50. If you write a note, you
should make the message short and simple. If the person with a hearing
impairment uses an interpreter, you should look directly at the person
with a hearing impairment and not the interpreter when speaking with
the person with a hearing impairment.
     Identify yourself by name and job responsibility first.
     If individual safety briefings are required, conduct them
discreetly with respect for the privacy of the person with the hearing
or vision and hearing impairment. (Sec.  382.115(d)).
     Make sure a passenger with a vision or hearing impairment
receives all relevant information as it becomes available to all
passengers. For example,

if a boarding time is changed and the new boarding time is announced,
you must inform the person through an accessible method of
communicating. (Sec.  382.53 and 382.119).
     If a person uses a term relating to hearing or hearing and
vision impairments that you are not familiar with or that you do not
understand, ask the person to tell you what his or her needs are. If
you need additional information, you should contact the CRO to discuss
how best to proceed.
     An individual with both hearing and vision impairments may
communicate through ``finger spelling'', which is an alternative to
sign language. This method involves ``writing'' with your fingertip on
the palm of the person's hand. You should use the fleshy part of your
fingertip, not your nail. Always use all upper case letters and use the
same reference point for each letter. You should hold the person's hand
the same way each time, so the top and bottom letter falls in the same
place. Make sure the words you print are ``right side up'' for the
person receiving the message. You should write as large as possible and
start in the upper left for a ``W'' and finish in the upper right. Use
the entire palm area for each letter. Use one stroke for both the
letter ``I'' and the number ``1''. It will be obvious which you intend
from the context of what you are spelling. When you finish a word,
``wipe it off'' using the palm of your hand. This action indicates that
you have finished one word and you are beginning a new word.
     Keep in mind that the SSR field of the PNR may contain
information concerning a passenger with a hearing or hearing and vision
impairment.
Guiding an Individual With Both Visual and Hearing Impairments
     Touch the person gently and offer your arm. Let the person
take the back of your elbow near your body so that he or she can feel
the change in gait as you approach different barriers and prepare for
them. Do not take or grab the arm of a person with both hearing and
vision impairments (particularly the arm with which the person is
holding a cane or guide dog harness) and do not push him or her along.
     If the person has a guide dog, go to the side opposite the
service animal and offer your arm (usually the person's right side).
Remember that a person with both hearing and vision impairments cannot
hear you. Therefore, you must convey information regarding obstacles,
such as stairs, tactually.
     Individuals with both hearing and vision impairments often
have poor balance so it is helpful to offer a steady hand to aid in
orientation. You must never leave an individual with both hearing and
vision impairments in an open space. You should place his or her hand
on a wall, post, railing, or whatever sturdy, stationary object that is
available.
Service Animals
     Never pet or distract a service animal accompanying a
person who has a disability unless the person specifically tells you it
is all right to do so.
     Do not separate passengers with hearing or hearing and
vision impairments from their service animals unless the passenger
specifically tells you it is all right to do so.
Tips for Assisting Individuals With Mobility Disabilities
Communication
     If a person uses a term to describe a mobility disability
that you are not familiar with or that you don't understand, ask the
person to tell you what he or she needs. If you need additional
information, you should contact the CRO to discuss how best to proceed.
     If individual safety briefings are required, conduct them
discreetly with respect for the privacy of the person with a mobility
disability. (Sec.  382.115(d)).
     When having a long conversation with a person who is using
a wheelchair, you should sit nearby so that you are closer to eye
level.
Wheelchairs, Mobility Aids, and Other Assistive Devices
     Be aware of the types of wheelchairs and assistive devices
used by people with mobility disabilities when traveling. You must be
able to provide information to people about the different types of
wheelchairs, services, and other equipment provided or accommodated by
your carrier on the particular flight.
     Understand the proper function and storage of the
different types of wheelchairs, mobility aids, and assistive devices.
Ask the person with the mobility disability the best way to handle the
device.
     Consider keeping information handy about businesses
providing wheelchair repair in the area in case a person with a
mobility disability needs the information.
Assisting With Transfers and Movement Through Terminal
     If you must transfer a person with a mobility disability
from an aisle chair to a seat on the aircraft, or perform any other
kind of transfer, explain the transfer procedures and listen to any
instructions or preferences from the person before undertaking the
transfer.
     You must never physically hand-carry a person with a
mobility disability from the tarmac to the aircraft door (even if both
of you are willing) except in an emergency evacuation situation. (Sec.
382.101). Note, however, that hand-carrying a passenger and lifting a
passenger from his or her wheelchair onto a boarding chair and from a
boarding chair onto his or her aircraft seat are not synonymous.
Carriers are required to transfer passengers into and out of aircraft
seats for boarding, deplaning, and in-flight use of the lavatory.
     When providing transportation between gates, ask the
person with the mobility disability if he or she would prefer you to
push the wheelchair. If the answer is ``yes,'' you should use elevators
and avoid escalators and moving walkways. When maneuvering through the
terminal, say, ``Excuse us'' rather than ``Excuse me.''
     Be aware that carriers are not permitted to charge
passengers with disabilities for services or equipment required by Part
382. (Sec.  382.31). However, if a passenger with a disability
voluntarily offers to tip you for providing a service, you should
consult your carrier's policy to determine whether you can accept the
tip. Soliciting tips is prohibited.
Service Animals
     Never pet or distract a service animal accompanying a
person who has a mobility disability unless the person specifically
tells you it is all right to do so.
     Do not separate passengers with a mobility disability from
their service animals unless the passenger specifically tells you it is
all right to do so.
Tips for Assisting Individuals With Difficulty Speaking
Communication
     Ask the person how he or she prefers to communicate.
     A pencil and paper may be okay for short conversations.
     If you do not understand something that is said, tell the
person that you do not understand and ask the person to repeat the
statement.

     Be patient. An individual with a speaking impairment may
need extra time to communicate.
     Allow the individual to speak without attempting to finish
his or her sentence.
     To obtain information quickly, you should ask short
questions that require brief ``yes'' or ``no'' answers.
     Do not shout.
     You should remember that difficulty speaking does not
indicate a lack of intelligence.
Tips for Assisting People With Disabilities That Are Not Apparent
Communication
     Do not make assumptions about the needs of people if their
behavior appears to be unusual to you. Cognitive disabilities may cause
people to reason, draw conclusions, or respond more slowly. Individuals
with cognitive disabilities may appear easily distracted. Depending
upon the disability, the person may understand materials in written
form or through a verbal explanation. They may also find the background
noise of a busy airport terminal extremely distracting.
     Disregard any speech impairments or physical tics by being
patient and aware of your own body language and facial expressions that
could convey your own discomfort.
     If individual safety briefings are required, conduct them
discreetly with respect for the privacy of the person with a disability
that is not apparent. (Sec.  382.115(d)). Similarly, if you are
concerned that an individual is not medically stable enough for air
travel, conduct the inquiry in a discreet manner and involve the CRO,
if necessary.
     If a person with a disability that is not apparent uses a
term to describe the disability that you are not familiar with or that
you do not understand, ask the person to tell you what he or she needs.
If you need additional information, you should contact the CRO to
discuss how best to proceed.
Emotional Support, Psychiatric Service, or Other Service Animals
     Be aware that people who have disabilities that are not
apparent may travel with emotional support, psychiatric service, or
other service animals.
     Never pet or distract a service animal accompanying a
person with a disability that is not apparent unless the person
specifically tells you it is all right to do so.
     Do not separate passengers from their service, emotional
support, or psychiatric service animals unless the passenger
specifically tells you it is all right to do so.

Chapter 8: Personnel Training

A. U.S. and Foreign Carriers That Operate Aircraft With 19 or More
Passenger Seats
B. U.S. and Foreign Carriers That Operate Aircraft With Fewer Than
19 Passenger Seats
C. Training Records

A. U.S. and Foreign Carriers That Operate Aircraft With 19 or More
Passenger Seats

    Thorough training of carrier personnel who interact with passengers
with disabilities is vital to ensure good service to those passengers
and required to comply with the Air Carrier Access Act (ACAA). (Sec.
382.141). As a U.S. or foreign carrier that operates aircraft with 19
or more passenger seats, you must provide the training for all
personnel who deal with the traveling public, as appropriate to the
duties of each employee. (Sec.  382.141(a)). Foreign carriers must
provide such training only in connection with flights that begin or end
at a U.S. airport, as appropriate to the duties of each employee.
(Sec.  382.143(b)).
    You also must ensure training to proficiency \23\ on the following:
---------------------------------------------------------------------------

    \23\ Proficient is defined as being well-advanced, adept, or
skilled in a trade or profession. An employee who is trained to
proficiency is one who provides services or accommodations to
passengers in the right way, the first time. For more information
see Answers to Frequently Asked Questions(FAQs) Concerning Air
Travel of People with Disabilities Under the Amended Air Carrier
Access Act Regulation (FAQs no. 60) issued by the DOT Office of
Assistant General Counsel for Aviation Enforcement and Proceedings
and its Aviation Consumer Protection Division (May 13, 2009) at
http://airconsumer.ost.dot.gov/SA_Disability.htm.
---------------------------------------------------------------------------

     Part 382 requirements and other applicable Federal
regulations affecting the provision of air travel to passengers with a
disability;
     Your procedures, consistent with Part 382, concerning the
provision of air travel to passengers with a disability, including the
proper and safe operation of any equipment used to accommodate
passengers with a disability; and
     For those personnel involved in providing boarding and
deplaning assistance, the use of the boarding and deplaning assistance
equipment used by the carrier and appropriate boarding and deplaning
assistance procedures that safeguard the safety and dignity of
passengers. (Sec.  382.141(a)(1)(i) through (a)(1)(iii)).
    You also must train employees with respect to awareness and
appropriate responses to passengers with a disability, including
persons with physical, sensory, mental, and emotional disabilities,
such as how to distinguish among the differing abilities of individuals
with a disability. (Sec.  382.141(a)(2)).
Individuals With Vision or Hearing Impairments
    You must train employees to recognize requests for communication
accommodation from individuals with vision or hearing impairments and
to use the most common methods for communicating with these individuals
that are readily available, such as writing notes or taking care to
enunciate clearly. However, training in sign language is not required.
(Sec.  382.141(a)(3)).
Passengers Who Are Both Deaf and Blind
    You must train employees to recognize requests for communication
accommodation from passengers who are both deaf and blind and to use
established means of communicating with these passengers when they are
available, such as passing out Braille cards if you have them, reading
an information sheet that a passenger provides, or communicating with a
passenger through an interpreter. (Sec.  382.141(a)(3)).
Refresher Training
    Refresher training is intended to assist employees in maintaining
proficiency by reminding them of the ACAA requirements and carrier
procedures for implementing these requirements.
Complaints Resolution Officials (CROs)
    Employees performing the CRO function must receive annual refresher
training concerning Part 382 and their duties. (Sec.  382.143(a)(1) for
U.S. carriers and Sec.  382.143(b)(1) for foreign carriers).
Other Personnel Who Deal With the Traveling Public
    You must ensure that all personnel who are required by Part 382 to
receive training receive refresher training on the matters covered by
Sec.  382.141(a), as appropriate to the duties of each employee, as
needed to maintain proficiency. You must develop a program that will
result in each such employee receiving refresher training at least once
every 3 years. The program must describe how employee proficiency will
be maintained. (Sec.  382.141(a)(5)).
Contractors
    You must provide, or ensure that your contractors provide, training
to your contractors' employees concerning

travel by passengers with a disability. This training is required only
for those contractor employees that you employ directly and whom deal
directly with the traveling public or their assistive devices, and it
must be tailored to the employees' functions. (Sec.  382.141(a)(6)). In
other words, you would not be responsible for ensuring the training of
an airport employee or contractor who is not employed directly by your
carrier.
CROs
    You must train CROs on the requirements of Part 382 and the duties
of CROs. (Sec.  382.141(a)(7)). CROs must be trained to be experts on
all aspects of Part 382. See Chapter 6: Assisting Air Travelers with
Disabilities with their Complaints for information on CROs and their
duties under Part 382. As previously noted, you must provide annual
refresher training to employees performing the CRO function. (Sec.
382.143(a)(1) for U.S. carriers and Sec.  382.143(b)(1) for foreign
carriers).
Consulting With Disability Organizations
    When developing your training programs you must consult with
organizations representing persons with disabilities in your home
country. If such organizations are not available in your home country,
you may consult with individuals with disabilities and/or international
organizations representing individuals with disabilities. (Sec.
382.141(a)(4)).
Personnel Employed on May 13, 2009
    You must have trained personnel employed on May 13, 2009, one time
in the changes resulting from the amendment of Part 382, which was
issued on that date. (Sec.  382.141(a)(8)).
Training Schedule Summary
Crewmembers
    You must provide training to your crewmembers that meets the
requirements of Sec.  382.141(a) before they assume their duties.
(Sec.  382.143(a)(3) and (b)(3)). For U.S. carriers this requirement
applies to crewmembers subject to the training requirements of 14 CFR
parts 121 or 135. You also must provide refresher training appropriate
to the crewmember's duties every 3 years. (Sec.  382.141(a)(5)).
CROs
    You must provide training to your CROs concerning the requirements
of Part 382 and the duties of a CRO before they assume their duties.
You also must provide annual refresher training to your CROs. (Sec.
382.143(a)(1) and (b)(1)).
Personnel Other Than Crewmembers or CROs
    You must provide training for other personnel, including
contractors, that meets the requirements of Sec.  382.141(a) within 60
days after the date they assume their duties. (Sec.  382.143(a)(4) and
(b)(4)) You also must provide refresher training to such personnel
appropriate to their duties every 3 years. (Sec.  382.141(a)(5)).

    Note: The Department of Transportation (DOT) has developed a
Model Training Program on the ACAA and Part 382. You can view the
training program module at http://airconsumer.dot.gov/.

B. U.S. and Foreign Carriers That Operate Aircraft With Fewer Than 19
Passenger Seats

    Both U.S. and foreign carriers that operate aircraft with fewer
than 19 passenger seats must provide training for flight crewmembers
and appropriate personnel to ensure they comply with Part 382 and are
familiar with the following:
     Part 382 requirements and other applicable Federal
regulations affecting the provision of air travel to passengers with a
disability;
     Your procedures, consistent with Part 382, concerning the
provision of air travel to passengers with a disability, including the
proper and safe operation of any equipment used to accommodate
passengers with a disability; and
     For those personnel involved in providing boarding and
deplaning assistance, the use of the boarding and deplaning assistance
equipment used by the carrier and appropriate boarding and deplaning
assistance procedures that safeguard the safety and dignity of
passengers. (Sec.  382.141(b)).
    You also must train employees with respect to awareness and
appropriate responses to passengers with a disability, including
persons with physical, sensory, mental, and emotional disabilities,
such as how to distinguish among the differing abilities of individuals
with a disability. (Sec.  382.141(b)). Although carriers operating only
aircraft with fewer than 19 passengers seats are not specifically
required to designate or train a CRO, it would be a good idea to train
one or more in-house experts on all of the requirements of Part 382, so
that other employees within your carrier have a person to contact to
discuss difficult or complex disability-related questions or
situations.

C. Training Records

    As a U.S. or foreign carrier that operates aircraft with 19 or more
passenger seats, you must maintain records of the procedures you use to
comply with Part 382, including those portions of manuals and other
instructional materials concerning Part 382 compliance, and individual
employee training records.
    Specifically, as such a carrier, you must include procedures for
implementing Part 382 requirements in the manuals, guidance, or
instructional materials you provide to your personnel and contractors
who provide service to passengers, including pilots, flight attendants,
reservation and ticket counter personnel, gate agents, ramp and baggage
handling personnel, and passenger service office personnel.

    Note: You do not need to submit these manuals, guidance, or
instructional materials or a certification of compliance to DOT for
review. However, you must retain these materials for DOT review if
DOT requests to review them. (Sec.  382.145(a)).
    As a U.S. or foreign carrier, you also must retain individual
employee training records for 3 years demonstrating that all persons
required to receive initial and refresher training have done so.
(Sec.  382.145(b)).

Alphabetical Index--Part 382 Index

PART 382 SECTION

Subpart A--General Provisions

382.1 What is the purpose of this Part?

382.1

382.3 What do the terms in this rule mean?

382.3

382.5 When are foreign carriers required to begin complying with the
provisions of this Part?

382.5

382.7 To whom do the provisions of this Part apply?

382.7
382.7(a)
382.7(b)
382.7(c)
382.7(d)
382.7(e)
382.7(f)
382.7(g)

382.9 What may foreign carriers do if they believe a provision of a
foreign nation's law prohibits compliance with a provision of this
Part?

382.9
382.9(a)
382.9(b)
382.9(c)
382.9(c)(1)
382.9(c)(2)
382.9(c)(3)
382.9(d)
382.9(e)
382.9(e)(1)
382.9(e)(2)
382.9(e)(3)
382.9(f)

382.9(g)

382.10 How does a carrier obtain a determination that it is providing
an equivalent alternative to passengers with disabilities?

382.10
382.10(a)
382.10(b)
382.10(c)
382.10(c)(1)
382.10(c)(2)
382.10(d)
382.10(e)
382.10(f)
382.10(f)(1)
382.10(f)(2)

Subpart B--Nondiscrimination and Access to Services

382.11 What is the general nondiscrimination requirement of this Part?

382.11
382.11(a)
382.11(a)(1)
382.11(a)(2)
382.11(a)(3)
382.11(a)(4)
382.11(b)

382.13 Do carriers have to modify policies, practices, and facilities
to ensure nondiscrimination?

382.13
382.13(a)
382.13(b)
382.13(c)

382.15 Do carriers have to make sure that contractors comply with the
requirements of this Part?

382.15
382.15(a)
382.15(b)
382.15(b)(1)
382.15(b)(2)
382.15(c)
382.15(d)
382.15(e)

382.17 May carriers limit the number of passengers with a disability on
a flight?

382.17

382.19 May carriers refuse to provide transportation on the basis of
disability?

382.19
382.19(a)
382.19(b)
382.19(c)
382.19(c)(1)
382.19(c)(1)(i)
382.19(c)(1)(ii)
382.19(c)(1)(iii)
382.19(c)(2)
382.19(c)(3)
382.19(c)(4)
382.19(d)

382.21 May carriers limit access to transportation on the basis that a
passenger has a communicable disease or other medical condition?

382.21
382.21(a)
382.21(a)(1)
382.21(a)(2)
382.21(a)(3)
382.21(a)(4)
382.21(b)
382.21(b)(1)
382.21(b)(2)
382.21(c)
382.21(d)
382.21(e)

382.23 May carriers require a passenger with a disability to provide a
medical certificate?

382.23
382.23(a)
382.23(b)
382.23(b)(1)
382.23(b)(1)(i)
382.23(b)(1)(ii)
382.23(b)(1)(iii)
382.23(b)(2)
382.23(b)(3)
382.23(c)
382.23(c)(1)
382.23(c)(2)
382.23(d)

382.25 May a carrier require a passenger with a disability to provide
advance notice that he or she is traveling on a flight?

382.25

382.27 May a carrier require a passenger with a disability to provide
advance notice in order to obtain certain specific services in
connection with a flight?

382.27
382.27(a)
382.27(b)
382.27(c)
382.27(c)(1)
382.27(c)(2)
382.27(c)(3)
382.27(c)(4)
382.27(c)(5)
382.27(c)(6)
382.27(c)(7)
382.27(c)(8)
382.27(c)(9)
382.27(c)(10)
382.27(d)
382.27(e)
382.27(f)
382.27(g)

382.29 May a carrier require a passenger with a disability to travel
with a safety assistant?

382.29
382.29(a)
382.29(b)
382.29(b)(1)
382.29(b)(2)
382.29(b)(3)
382.29(b)(4)
382.29(c)
382.29(c)(1)
382.29(c)(2)
382.29(c)(2)(i)
382.29(c)(2)(ii)
382.29(c)(3)
382.29(d)
382.29(e)
382.29(f)

382.31 May carriers impose special charges on passengers with a
disability for providing services and accommodations required by this
rule?

382.31
382.31(a)
382.31(b)
382.31(c)

382.33 May carriers impose other restrictions on passengers with a
disability that they do not impose on other passengers?

382.33
382.33(a)
382.33(b)
382.33(b)(1)
382.33(b)(2)
382.33(b)(3)
382.33(b)(4)
382.33(b)(5)

382.35 May carriers require passengers with a disability to sign
waivers or releases?

382.35
382.35(a)
382.35(b)

Subpart C--Information for Passengers

382.41 What flight-related information must carriers provide to
qualified individuals with a disability?

382.41
382.41(a)
382.41(b)
382.41(c)
382.41(d)
382.41(e)
382.41(f)

382.43 Must information and reservation services of carriers be
accessible to individuals with hearing impairments?

382.43
382.43(a)
382.43(a)(1)
382.43(a)(2)
382.43(a)(3)
382.43(a)(4)
382.43(a)(5)
382.43(b)

382.45 Must carriers make copies of this Part available to passengers?

382.45
382.45(a)
382.45(b)
382.45(b)(1)
382.45(b)(2)
382.45(b)(3)
382.45(b)(4)

Subpart D--Accessibility of Airport Facilities

382.51 What requirements must carriers meet concerning the
accessibility of airport facilities?

382.51
382.51(a)
382.51(a)(1)
382.51(a)(2)
382.51(a)(3)
382.51(a)(4)
382.51(a)(5)
382.51(a)(6)
382.51(a)(7)

382.51(a)(8)
382.51(b)
382.51(b)(1)
382.51(b)(2)
382.51(c)

382.53 What must carriers give individuals with a vision or hearing
impairment at airports?

382.53
382.53(a)
382.53(a)(1)
382.53(a)(2)
382.53(a)(3)
382.53(b)
382.53(c)

382.55 May carriers impose security screening procedures for passengers
with disabilities that go beyond TSA requirements or those of foreign
governments?

382.55
382.55(a)
382.55(b)
382.55(b)(1)
382.55(b)(2)
382.55(b)(2)(i)
382.55(b)(2)(ii)
382.55(b)(3)
382.55(c)
382.55(d)

382.57 What services must carriers provide if their automated kiosks
are inaccessible?

382.57

Subpart E--Accessibility of Aircraft

382.61 What are the requirements for movable aisle armrests?

382.61
382.61(a)
382.61(b)
382.61(c)
382.61(d)
382.61(e)
382.61(f)
382.61(g)

382.63 What are the requirements for accessible lavatories?

382.63
382.63(a)
382.63(a)(1)
382.63(a)(2)
382.63(a)(3)
382.63(b)
382.63(c)
382.63(d)
382.63(e)

382.65 What are the requirements concerning on-board wheelchairs?

382.65
382.65(a)
382.65(b)
382.65(b)(1)
382.65(b)(2)
382.65(c)
382.65(c)(1)
382.65(c)(2)
382.65(d)

382.67 What is the requirement for priority space in the cabin to store
passenger wheelchairs?

382.67
382.67(a)
382.67(b)
382.67(c)

382.69 What requirements must carriers meet concerning the
accessibility of videos, DVDs, and other audio-visual presentations
shown on aircraft to individuals who are deaf or hard of hearing?

382.69
382.69(a)
382.69(b)
382.69(c)
382.69(d)

382.71 What other aircraft accessibility requirements apply to
carriers?

382.71
382.71(a)
382.71(b)

Subpart F--Seating Accommodations

382.81 For which passengers must carriers make seating accommodations?

382.81
382.81(a)
382.81(b)
382.81(b)(1)
382.81(b)(2)
382.81(b)(3)
382.81(b)(4)
382.81(c)
382.81(d)

382.83 Through what mechanisms do carriers make seating accommodations?

382.83
382.83(a)
382.83(a)(1)
382.83(a)(1)(i)
382.83(a)(1)(ii)
382.83(a)(1)(iii)
382.83(a)(2)
382.83(a)(2)(i)
382.83(a)(2)(ii)
382.83(a)(2)(iii)
382.83(a)(2)(iv)
382.83(b)
382.83(c)
382.83(d)

382.85 What seating accommodations must carriers make to passengers in
circumstances not covered by 382.81(a)-(d)?

382.85
382.85(a)
382.85(a)(1)
382.85(a)(1)(i)
382.85(a)(1)(ii)
382.85(a)(2)
382.85(a)(2)(i)
382.85(a)(2)(ii)
382.85(b)
382.85(c)

382.87 What other requirements pertain to seating for passengers with a
disability?

382.87
382.87(a)
382.87(b)
382.87(c)
382.87(d)
382.87(e)
382.87(f)

Subpart G--Boarding, Deplaning, and Connecting Assistance

382.91 What assistance must carriers provide to passengers with a
disability in moving within the terminal?

382.91
382.91(a)
382.91(b)
382.91(b)(1)
382.91(b)(2)
382.91(c)
382.91(d)

382.93 Must carriers offer preboarding to passengers with a disability?

382.93

382.95 What are carriers' general obligations with respect to boarding
and deplaning assistance?

382.95
382.95(a)
382.95(b)

382.97 To which aircraft does the requirement to provide boarding and
deplaning assistance through the use of lifts apply?

382.97
382.97(a)
382.97(b)
382.97(c)
382.97(c)(1)
382.97(c)(2)

382.99 What agreements must carriers have with the airports they serve?

382.99
382.99(a)
382.99(b)
382.99(c)
382.99(d)
382.99(e)
382.99(f)
382.99(g)

382.101 What other boarding and deplaning assistance must carriers
provide?

382.101
382.101(a)
382.101(b)
382.101(c)
382.101(d)
382.101(e)

382.103 May a carrier leave a passenger unattended in a wheelchair or
other device?

382.103

382.105 What is the responsibility of carriers at foreign airports at
which airport operators have responsibility for enplaning, deplaning,
and connecting assistance?

382.105

Subpart H--Services on Aircraft

382.111 What services must carriers provide to passengers with a
disability on board the aircraft?

382.111
382.111(a)
382.111(b)
382.111(c)
382.111(d)
382.111(e)
382.111(f)

382.113 What services are carriers not required to provide to
passengers with a disability on board the aircraft?

382.113
382.113(a)
382.113(b)
382.113(c)

382.115 What requirements apply to onboard safety briefings?

382.115
382.115(a)
382.115(b)
382.115(c)
382.115(d)
382.115(e)

382.117 Must carriers permit passengers with a disability to travel
with service animals?

382.117
382.117(a)
382.117(a)(1)
382.117(a)(2)
382.117(b)
382.117(c)
382.117(d)
382.117(e)
382.117(e)(1)
382.117(e)(2)
382.117(e)(3)
382.117(e)(4)
382.117(f)
382.117(g)
382.117(h)
382.117(i)

382.119 What information must carriers give individuals with vision or
hearing impairment on aircraft?

382.119
382.119(a)
382.119(b)

Subpart I--Stowage of Wheelchairs, Other Mobility Aids, and Other
Assistive Devices

382.121 What mobility aids and other assistive devices may passengers
with a disability bring into the aircraft cabin?

382.121
382.121(a)
382.121(a)(1)
382.121(a)(2)
382.121(a)(3)
382.121(b)

382.123 What are the requirements concerning priority cabin stowage
space for wheelchairs and other assistive devices?

382.123
382.123(a)
382.123(a)(1)
382.123(a)(2)
382.123(a)(3)
382.123(b)
382.123(c)

382.125 What procedures do carriers follow when wheelchairs, other
mobility aids, and other assistive devices must be stowed in the cargo
compartment?

382.125
382.125(a)
382.125(b)
382.125(c)
382.125(c)(1)
382.125(c)(2)
382.125(d)

382.127 What procedures apply to stowage of battery-powered mobility
aids?

382.127
382.127(a)
382.127(b)
382.127(c)
382.127(d)
382.127(e)
382.127(f)

382.129 What other requirements apply when passengers' wheelchairs,
other mobility aids, and other assistive devices must be disassembled
for stowage?

382.129
382.129(a)
382.129(b)

382.131 Do baggage liability limits apply to mobility aids and other
assistive devices?

382.131

382.133 What are the requirements concerning the evaluation and use of
passenger-supplied electronic devices that assist passengers with
respiration in the cabin during flight?

382.133
382.133(a)
382.133(a)(1)
382.133(a)(2)
382.133(b)
382.133(b)(1)
382.133(b)(2)
382.133(b)(3)
382.133(c)
382.133(c)(1)
382.133(c)(2)
382.133(c)(3)
382.133(c)(4)
382.133(c)(5)
382.133(c)(6)
382.133(d)
382.133(d)(1)
382.133(d)(2)
382.133(d)(3)
382.133(d)(4)
382.133(d)(5)
382.133(d)(6)
382.133(d)(7)
382.133(e)
382.133(f)
382.133(f)(1)
382.133(f)(2)
382.133(f)(3)

Subpart J--Training and Administrative Provisions

382.141 What training are carriers required to provide for their
personnel?

382.141
382.141(a)
382.141(a)(1)
382.141(a)(1)(i)
382.141(a)(1)(ii)
382.141(a)(1)(iii)
382.141(a)(2)
382.141(a)(3)
382.141(a)(4)
382.141(a)(5)
382.141(a)(6)
382.141(a)(7)
382.141(a)(8)
382.141(b)

382.143 When must carriers complete training for their personnel?

382.143
382.143(a)
382.143(a)(1)
382.143(a)(2)
382.143(a)(3)
382.143(a)(4)
382.143(b)
382.143(b)(1)
382.143(b)(2)
382.143(b)(3)
382.143(b)(4)
382.143(b)(5)

382.145 What records concerning training must carriers retain?

382.145
382.145(a)
382.145(b)

Subpart K--Complaints and Enforcement Procedures

382.151 What are the requirements for providing Complaints Resolution
Officials?

382.151
382.151(a)
382.151(b)
382.151(c)
382.151(c)(1)
382.151(c)(2)
382.151(d)
382.151(e)

382.153 What actions do CROs take on complaints?

382.153
382.153(a)
382.153(b)
382.153(c)
382.153(d)

382.155 How must carriers respond to written complaints?

382.155
382.155(a)
382.155(b)
382.155(c)
382.155(d)
382.155(d)(1)
382.155(d)(2)
382.155(d)(3)

382.157 What are carriers' obligations for recordkeeping and reporting
on disability-related complaints?

382.157
382.157(a)
382.157(b)
382.157(c)
382.157(d)
382.157(e)
382.157(f)
382.157(f)(1)
382.157(f)(1)(i)
382.157(f)(1)(ii)
382.157(f)(1)(iii)
382.157(f)(2)
382.157(g)
382.157(h)

382.159 How are complaints filed with DOT?

382.159

382.159(a)
382.159(a)(1)
382.159(a)(2)
382.159(b)
382.159(c)

Appendix A--Disability Complaint Reporting Form

Appendix B--Cross Reference Table

Appendix I Table of Effective Dates

----------------------------------------------------------------------------------------------------------------
             Section                        Subject              Applicable to . . .         Compliance date
----------------------------------------------------------------------------------------------------------------
382.43...........................  Information and            Foreign carriers........  May 13, 2010.
                                    reservation services.
382.51...........................  Accessibility of airport   Foreign carriers........  May 13, 2010.
                                    facilities.
382.51(b)........................  Accessibility of airport   U.S. carriers...........  May 13, 2010.
                                    facilities at a foreign
                                    airport.
382.61(a) through (d)............  Movable aisle armrests...  Foreign carriers........  May 13, 2009 (for new
                                                                                aircraft initially
                                                                                ordered after this
                                                                                date).
                                   .........................  ........................  May 13, 2010 (for new
                                                                                aircraft delivered
                                                                                after this date).
382.61(e)........................  .........................  ........................  May 13, 2009 (for seats
                                                                                ordered after this
                                                                                date).
382.61 (a), (b), (d) and (e).....  .........................  U.S. carriers...........  May 13, 2009 (for new
                                                                                aircraft initially
                                                                                ordered after April 5,
                                                                                1990, or delivered
                                                                                after April 5, 1992).
382.61(c)........................  .........................  ........................  May 13, 2009 (for new
                                                                                aircraft initially
                                                                                ordered after this
                                                                                date).
                                   .........................  ........................  May 13, 2010 (for new
                                                                                aircraft delivered
                                                                                after this date).
382.63(a)........................  Accessible lavatories....  Foreign carriers........  May 13, 2009 (for new
                                                                                aircraft initially
                                                                                ordered after this
                                                                                date).
                                                                                May 13, 2010 (for new
                                                                                aircraft delivered
                                                                                after this date).
                                                              U.S. carriers...........  May 13, 2009 (for new
                                                                                aircraft initially
                                                                                ordered after April 5,
                                                                                1990, or delivered
                                                                                after April 5, 1992).
382.63(c)........................  Accessible lavatories      Foreign carriers........  May 13, 2009.
                                    retrofit.
                                                              U.S. carriers...........  May 13, 2009 (for new
                                                                                aircraft initially
                                                                                ordered after April 5,
                                                                                1990, or delivered
                                                                                after April 5, 1992.
382.65(d)........................  On[dash]board wheelchairs  Foreign carriers........  May 13, 2010.
                                                              U.S. carriers...........  May 13, 2009.
382.67(a)........................  Priority space to store    Foreign carriers........  May 13, 2009 (for new
                                    passengers' wheelchairs                              aircraft initially
                                    in the cabin.                                        ordered after this
                                                                                date).
                                                                                May 13, 2010 (for new
                                                                                aircraft delivered
                                                                                after this date).
                                                              U.S. carriers...........  May 13, 2009 (for new
                                                                                aircraft initially
                                                                                ordered after April 5,
                                                                                1990, or delivered
                                                                                after April 5, 1992).
382.69(a)........................  Informational displays...  Foreign carriers........  January 8, 2010.
                                                              U.S. carriers...........
                                   Audio[dash]visual          Foreign carriers........  November 10, 2009.
                                    displays used for safety  U.S. carriers...........
                                    purposes.
382.69(c)........................  Videos, DVDs, and other    U.S. carriers...........  Between May 13, 2009,
                                    audio visual displays                               and November 9, 2009.
                                    used for safety purposes
                                    with open captioning or
                                    inset for sign language
                                    interpreter.
382.99...........................  Airport agreements.......  Foreign carriers........  May 13, 2011.
382.143(a).......................  CRO Training and Changes   U.S. carriers--CROs.....  May 13, 2009 (one time
                                    to Part 382.                                         training for CROs about
                                                                                Part 382 changes).
                                   Changes to Part 382......  U.S. carriers--Existing   No later than the next
                                                               employees.                scheduled recurrent
                                                                                training after May 13,
                                                                                2009, or within 1 year
                                                                                after May 13, 2009,
                                                                                whichever comes first.
                                                              U.S. carriers--Part 121   Before they assume their
                                                               or Part 135 crewmembers   duties.
                                                               whose employment as a
                                                               crewmember begins after
                                                               May 13, 2009.
                                                              U.S. carriers--Other      Within 60 days after the
                                                               personnel whose           date on which they
                                                               employment begins after   assume their duties.
                                                               May 13, 2009.
----------------------------------------------------------------------------------------------------------------
382.143(b)(1)....................  Training for personnel      Foreign carriers that operate aircraft with 19 or
                                    dealing with the           more passenger seats on flights that begin or end
                                    traveling public.                          at a U.S. airport.
----------------------------------------------------------------------------------------------------------------
                                                              CROs....................  May 13, 2009.
                                                              Crewmember and other      Within 1 year of May 13,
                                                               personnel who are         2009.
                                                               employed on May 13,
                                                               2009.

                                                              Crewmember and other      Before they assume their
                                                               personnel whose           duties.
                                                               employment begins after
                                                               May 13, 2009.
                                                              Other personnel whose     Within 60 days after the
                                                               employment begins after   date on which they
                                                               May 13, 2010.             assume their duties.
                                                              Crewmembers and other     By May 13, 2010 or a
                                                               personnel whose           date 60 days after the
                                                               employment begins after   date of their
                                                               May 13, 2009, but         employment whichever is
                                                               before May 13, 2010.      later.
----------------------------------------------------------------------------------------------------------------

Appendix II Tips for Air Travelers with Disabilities

Tips for Air Travelers With Disabilities

    There are some commonly used accommodations, facilities, and
services that carriers are required to make available to passengers
with disabilities. This Appendix provides a list of tips and general
guidelines for air travelers with disabilities regarding these
commonly used accommodations, facilities, and services. Therefore,
the ``you'' referred to in this appendix is an air traveler with a
disability.

Ask Questions and Provide Instructions

Aircraft Accessibility

    Know what to ask carrier personnel. Be clear and specific. You
can ask for, and carrier personnel must be able to provide, the
following information on the accessibility of the specific aircraft
the carrier expects to use for your flight:
     The specific location of seats, if any, with movable
armrests (by row and seat number);
     The specific location of seats the carrier does not
make available to passengers with a disability (for example, exit
row seats);
     Any aircraft-related, service-related or other
limitations on the carrier's ability to accommodate passengers with
a disability including limitations on the availability of level-
entry boarding at any airport involved with the flight. Carriers
must provide this information to any passenger who states that he or
she uses a wheelchair for boarding even if the passenger does not
explicitly request the information;
     Any limitations on the availability of storage
facilities in the cabin or cargo compartment for mobility aids or
other assistive devices, including the storage of a passenger's
manual folding wheelchair in the cabin as provided for in Sec. Sec.
382.67 and 382.123;
     Whether the aircraft has an accessible lavatory; and
     The types of services to passengers with a disability
that are not available on the flight. (Sec.  382.41).

Passengers with a disability should be aware that circumstances
could affect the accuracy of information provided at the time they
make a reservation. For example, a carrier may use a different
aircraft for a flight because of mechanical problems.

Advance Notice

    Generally, passengers with a disability are not required to
provide advance notice that they will be traveling on a flight.
However, it is best to provide detailed information about the
accommodations you need in advance of travel to assist carrier
personnel in providing accommodations in a correct and timely
manner.
    In addition, there are some accommodations that passengers with
a disability may need or want that carriers may reasonably require
time to arrange. For certain accommodations or services, carriers
may legally require advance notice and passengers with a disability
to check in before the general public. Carriers may require that a
passenger with a disability provide 48 hours' advance notice and
check-in 1 hour before the check-in time for the general public to
receive the following services and accommodations, some of which are
required and some of which are optional:

Required Services

     Transportation of an electric wheelchair on an aircraft
with fewer than 60 passenger seats;
     Accommodation of 10 or more passengers with a
disability who make reservations and travel as a group;
     Use of passenger-supplied ventilator, respirator,
continuous positive airway pressure (CPAP) machine, or Federal
Aviation Administration (FAA)-approved portable oxygen concentrator
(POC);
     Transportation of an emotional support or psychiatric
service animal in the cabin;
     Transportation of any service animal on a flight
segment scheduled to take 8 or more hours;
     Provision of hazardous materials packaging for
batteries or other assistive devices that are required to have such
packaging;
     Provision of an on-board wheelchair on an aircraft with
more than 60 passenger seats that does not have an accessible
lavatory; and
     Accommodation of a passenger with both severe vision
and hearing impairments.

Optional Services

     Carriage of an incubator;
     Hook-up for a respirator, ventilator, CPAP machine or
POC to the aircraft's electrical supply;
     Accommodation for a passenger traveling in a stretcher;
and
     Carrier-supplied supplemental oxygen (for international
flights, carriers may require 72 hours' advance notice and check in
1 hour before the check-in time for the general public).
    (Sec.  382.27).

Trips Involving Multiple Carriers

    If you are making a connection, you may want to investigate
whether your trip involves more than one carrier. If so, contact
each carrier to determine whether it is able to accommodate your
needs fully. Keep in mind that carriers may provide optional
accommodations on mainline flights \24\ only and not on the flights
operated by their smaller codeshare \25\ affiliates. For example,
some carriers do not provide medical oxygen on board the aircraft.
Do not assume that by communicating with the carrier for the first
flight segment of your trip, other carriers handling the rest of
your trip are fully briefed and able to accommodate your requests.
Similarly, when booking reservations online, be aware that many
carriers have their policies posted on their Web sites. You may also
want to consider contacting each carrier by telephone to verify the
carrier's individual policies and to provide and receive specific
information to ensure your needs are met for each flight segment of
your trip.
---------------------------------------------------------------------------

    \24\ A mainline flight is a flight operated by an airline's main
operating unit, rather than by regional alliances, regional
codeshares, or regional subsidiaries.
    \25\ Code-sharing is a marketing arrangement in which an air
carrier places its designator code on a flight operated by another
air carrier and sells tickets for that flight.
---------------------------------------------------------------------------

Provide Information

    Although you are generally not required to (1) self-identify as
a passenger with a disability or (2) accept services offered by
carrier personnel that are not needed to accommodate your
disability, most carriers assume that assistance is not needed
unless requested. Therefore, it is incumbent upon you to notify
carrier personnel of your desire for assistance. In addition, self-
identifying as needing assistance and providing specific guidance to
carrier personnel as to the assistance requested allows carrier
personnel to assist you better. For example, if you need assistance
with transportation from the ticket counter (check-in) to the gate
area (boarding), it would be best to notify the carrier of such
request before arriving at the airport and to self-identify as
requiring such assistance to carrier personnel once you have arrived
at the airport. In addition, clear instructions to carrier
personnel, such as your need for assistance from the ticket counter
to the gate but your ability to walk the short distance from the
gate to your aircraft seat, will help the carrier ensure that you
obtain the assistance you need. Finally, if you use a personal
wheelchair, you may want to ask carrier personnel to remove
footrests (if possible) and other removable parts and to stow them
in the cabin to reduce the potential for damage to the wheelchair
while it is stowed in the cabin or in the cargo compartment.

Boarding Assistance

    When communicating to carrier personnel about your need for
boarding assistance, be as specific as possible about the type or
level of boarding assistance you require. For example, if you are
completely immobile, ask carrier personnel to provide a wheelchair
to transport you to and from the gate, a lift (if necessary), and
assistance transferring from an aisle chair to a seat. If you are
able to walk short distances, but cannot walk up and down stairs,
ask carrier personnel to provide a wheelchair for longer distances
to and from the aircraft and a lift (if necessary). If you can walk
up and down stairs and can walk shorter distances but have
difficulty walking longer distances, ask carrier personnel to
provide a wheelchair or electric cart for longer distances to and
from the aircraft.
    Carrier personnel are not permitted to physically hand-carry a
passenger with a disability on or off an aircraft, except in the
case of an emergency evacuation. (Sec.  382.101). (Note the
regulations do not prohibit carrier personnel from transferring a
passenger from an aisle chair into his or her aircraft seat.) Keep
in mind that if none of the options for boarding a particular flight
is acceptable to you, you may have to wait for another flight or
alter your travel plans.

Carrying Assistive Devices On Board the Aircraft

    Carriers recommend that you carry on board the aircraft medicine
or other assistive devices, such as syringes, that you may need in
the case of a flight cancellation or a missed flight. At times,
passengers can be separated unexpectedly from checked baggage. If
you decide to carry medication or other assistive devices with you
on board, the carrier must not count these items toward your carry-
on baggage limit. (Sec.  382.121(b)). While not specifically
required, it is recommended that a carrier permit you to keep your
assistive device near you on board when it does not interfere with
carry-on baggage safety requirements.

Carry Information and Useful Documentation

    Bring photocopies of instructions about the assembly and
disassembly of wheelchairs and other assistive devices when you
travel. You can provide this information to carrier personnel who
stow or check your wheelchair or assistive device. It may also be a
good idea to attach a laminated set of brief instructions to your
wheelchair or assistive device in the event that it is disassembled
or reassembled in a secure area to which you do not have access.
    Traveling with photocopies of receipts, warranties, or other
product information concerning a wheelchair or assistive device may
be useful if the item is lost or damaged in transit. This
information might help with locating a repair option or processing a
claim for liability against the carrier responsible for the loss or
damage.

Individual Safety Briefings

    You may require an individual safety briefing if your disability
prevents you from understanding the safety briefing or if otherwise
required by applicable safety rules. Carriers should provide the
safety briefing in a manner accessible to you and as inconspicuously
and discreetly as possible. (Sec.  382.115). Keep in mind that you
may need to provide information to carrier personnel to ensure that
the individual safety briefing is accessible to you.

Required Services on the Aircraft

    Carriers must provide the following services within the aircraft
cabin as requested by or on behalf of a passenger with a disability,
or when offered by carrier personnel and accepted by a passenger
with a disability:
     Assistance moving to and from seats, as part of
boarding and deplaning;
     Assistance in preparation for eating, such as opening
packages and identifying food;
     If there is an on-board wheelchair on the aircraft,
assistance with the use of the on-board wheelchair to enable the
person to move to and from a lavatory (this requires airline in-
flight personnel to transfer passengers, on request, from an
aircraft seat into an aisle wheelchair in most instances);
     Assistance to a semi-ambulatory person in moving to and
from the lavatory, without lifting or carrying the person;
     Assistance in stowing and retrieving carry-on items,
including mobility aids and other assistive devices stowed in the
cabin (see also (Sec.  382.91(d)). To receive such assistance, a
passenger must self-identify as being an individual with a
disability needing the assistance; and
     Effective communication with passengers who have vision
impairments and/or who are deaf or hard-of-hearing, so that these
passengers have timely access to information the carrier provides to
other passengers (for example, information about weather, on-board
services, flight delays, and connecting gates at the next airport).
(Sec.  382.111).

Limitations on Services On Board the Aircraft

    Carrier personnel are prohibited from physically hand-carrying
you on or off an aircraft except in an emergency evacuation. (Sec.
382.101). Additionally, carrier personnel are not required to
provide extensive special assistance to you. For example, carrier
personnel are not required to----
     Provide you with medical services,
     Assist you in actual eating,
     Assist you within the restroom, or
     Assist you with elimination functions at your seat.
(Sec.  382.113).

Preboarding as an Option

    Carriers must offer preboarding to passengers with a disability
who self-identify at the gate as needing additional time or
assistance to board, stow accessibility equipment, or be seated.
(Sec.  382.93). Although you are not required to preboard, taking
advantage of this opportunity may assist you in securing a suitable
seating accommodation when a carrier does not provide advance seat
assignments. In this situation, you may pre-board before all other
passengers and select a seat that best meets your needs.\26\
---------------------------------------------------------------------------

    \26\ Southwest Airlines has been granted an equivalent
alternative determination permitting it to preboard passengers
requiring boarding assistance, seating accommodations, or stowage
space for an assistive device before all other passengers, and
allowing it to board passengers who simply need extra time to walk
to their seats to board after its first boarding group but before
all other passengers. (Sec.  382.10).
---------------------------------------------------------------------------

    Preboarding may also allow you to secure priority storage space
for your wheelchair or assistive device or allow easier access to
overhead compartments if you are stowing your assistive device or
parts of your wheelchair onboard the aircraft.

Safety Always Considered

    You should keep in mind that carriers are obligated to take the
safety of all passengers into consideration when making decisions
about accommodations for passengers with disabilities. At times,
safety requires placing certain limitations on accommodations. For
example, a service animal cannot block the aisle or an exit.

Seating Assignments

    When requesting a particular seat assignment, you should be as
specific as possible about the type of seat that will meet your
needs as a passenger with a disability. This information will help
carrier personnel provide you with the most appropriate seating
accommodations. For example, instead of asking for an ``accessible''
seat, it is more helpful to provide some details about your specific
needs, such as a bulkhead seat or an aisle seat with a movable
armrest. In addition, carriers may request enough information about
the nature of your disability to determine if you are entitled to a
particular seating accommodation if you have not initially self-
identified as having a condition qualifying you for a disability-
related seating accommodation. For example, a carrier may ask if you
require an aisle chair to board if you have requested a seat in a
row with a movable armrest.
    You should be aware that some carriers have begun charging an
extra fee for occupying certain seats. Such fees are generally not
prohibited, if the carrier fully complies with the Part 382 seating
requirements at no added cost to a qualified individual with a
disability. For more information on this topic, see Chapter 5,
Section B, Seating Assignments and Accommodations.

Service Animals

    Generally, advance notice is not required from passengers with a
disability traveling with a service animal on flights of less than 8
hours, other than an emotional support or psychiatric service
animal. However, to guarantee your seat assignment, depending on
whether the carrier provides advance seat assignments and the type
of seating method it uses, the carrier may have a policy requiring
passengers with a service animal to:
     Request a particular seat assignment no later than 24
hours in advance of the scheduled departure of the flight, and
     Check in at least 1 hour before the standard check-in
time for the flight.
    Carriers are obligated to make a good faith effort to
accommodate you and your service animal regardless of whether you
comply with the carrier's advance seat assignment

policy and/or advance check-in requirement. If you are traveling
with a service animal, you may request, and the carrier must
provide, a bulkhead seat or a seat other than a bulkhead seat that
accommodates your needs if the seating accommodation exists on the
aircraft. (Sec.  382.81(c)).
    In addition, if you are traveling with an emotional support or
psychiatric service animal in the aircraft cabin or with any type of
service animal on a flight segment scheduled to take 8 hours or
more, the carrier may require you to provide 48 hours' advance
notice and to check in 1 hour before the check in time for the other
passengers. (Sec.  382.27(c)(8)(9)). You should be aware that
foreign carriers are not required to carry service animals other
than dogs (except as noted in Sec.  382.7(c) for codeshare flights
with a U.S. carrier.).
    Keep in mind that requesting your seat assignment well in
advance of the flight may permit you to secure the specific seat
assignment you would like with the least amount of waiting,
inconvenience, or stress to you.

Documentation for Emotional Support or Psychiatric Service Animals

    Carriers also may require that passengers traveling with
emotional support or psychiatric service animals present current
documentation (that is, no older than 1 year from the date of the
passenger's scheduled initial flight)\27\ on the letterhead of a
licensed mental-health professional, including a medical doctor,
specifically treating the passenger's mental or emotional disability
stating--
---------------------------------------------------------------------------

    \27\ Your carrier may, at its discretion, accept from the
passenger with a disability documentation from his or her licensed
mental health professional that is more than 1 year old. The DOT
encourages carriers to consider accepting ``outdated'' documentation
in situations where such passenger provides a letter or notice of
cancellation or other written communication indicating the
termination of health insurance coverage, and his/her inability to
afford treatment for his or her mental or emotional disability.
---------------------------------------------------------------------------

     The passenger has a recognized mental or emotional
disability;\28\
---------------------------------------------------------------------------

    \28\ Referenced in the Diagnostic and Statistical Manual of
Mental Disorders--Fourth Edition (DSM IV).
---------------------------------------------------------------------------

     The passenger needs the service animal as an
accommodation for air travel and/or activity at the passenger's
destination;
     The provider of the letter is a licensed mental-health
professional and the passenger is under the individual's
professional care; and
     The date and type of mental health professional's
license and the state or other jurisdiction in which the license was
issued. (Sec.  382.117(e)(1) through (e)(4)).
    For more information on traveling with service animals see
Chapter 3: Assisting Air Travelers With Disabilities Planning a
Trip, Section D, Service Animals and Appendix III Guidance
Concerning Service Animals.

Familiarize Yourself With the Law

    Knowledge of the Air Carrier Access Act (ACAA) and its
implementing regulations (14 CFR part 382) is important so that you
understand your rights and responsibilities, are able to ask the
right questions, and share the most useful information with
carriers. Some passengers with disabilities bring a copy of the
regulations with them when they travel to have the primary resource
readily available. Carriers must maintain a copy of Part 382 at each
airport they serve and make the copy available for review upon
request. (Sec.  382.45).

Passenger Complaints

    Be aware that if you have a disability-related complaint or
concern and carrier personnel do not immediately resolve the issue
or provide the accommodation, the carrier must make a Complaints
Resolution Official (CRO) available to you. This requirement applies
to carriers providing scheduled service or nonscheduled service
using aircraft with 19 or more passenger seats. A U.S. carrier must
make a CRO available at each airport it serves during all times it
is operating at that airport. Foreign carriers must make a CRO
available at each airport serving flights that begin or end at a
U.S. airport. (Sec.  382.151(b)). The CRO can be made available in
person or by telephone, and must be provided at no cost to the
passenger.
    If you have a hearing impairment, the carrier must permit you to
communicate with a CRO using a Text Telephone (TTY) or a similarly
effective technology. Furthermore, the carrier must make the CRO
service available to you in the languages it makes services
available to the general public. (Sec.  382.151(b)).
    If you make a written complaint, it is helpful to (1) State
whether a CRO was contacted when the matter arose, (2) provide the
name of the CRO and the date of the contact, if available, and (3)
enclose any written response received from the CRO. (Sec.
382.155(b)).

Resources for Air Travelers With Disabilities

Department of Transportation (DOT) Web Site

    DOT posts useful information for all consumers, including air
travelers with disabilities, on its Web site at http://airconsumer.dot.gov/pubs.htm.

Other Useful Web Links

    The following Web links also are available to air travelers with
disabilities:
     A list of frequently asked questions and answers
(http://airconsumer.dot.gov/SA_Disability.htm)
     The full text of Part 382 (http://airconsumer.dot.gov/SA_Disability.htm)
     A list of recent DOT enforcement orders related to the
ACAA (http://airconsumer.dot.gov/SA_Disability.htm)
     A listing of conflict of law waiver determinations
(http://www.regulations.gov--under Docket Number DOT-OST-2008-0272)
     A listing of equivalent alternative determinations
(http://www.regulations.gov--under Docket Number DOT-OST-2008-0273)

DOT Disability Hotline

    The DOT toll-free telephone hotline system is used to provide
general information to consumers about the rights of air travelers
with disabilities, respond to requests for consumer information, and
assist air travelers with time-sensitive, disability-related issues.
The hours for the hotline are 9 a.m. to 5 p.m. eastern time, Monday
through Friday except federal holidays. Air travelers with a
disability-related service concern or issue may call the hotline at
1-800-778-4838 (voice) or 1-800-455-9880 (TTY) to receive
assistance. Air travelers who would like the DOT to investigate a
complaint about a disability issue must submit their complaint in
writing or the web. (http://airconsumer.dot.gov/hotline.htm).

Carriers' Resources

    Always check carrier resources such as Web sites and contact the
carrier's reservation personnel when seeking information about
services and equipment when accessing air transportation.

Transportation Security Administration (TSA)

    Consumers with disabilities who have concerns about the airport
screening process or other aviation security issues may call the TSA
toll-free at 1-855-787-2227 or email that agency at<EMAIL_ADDRESS>For additional information, go to http://www.tsa.gov/travelers/airtravel/disabilityandmedicalneeds/tsa_cares.shtm.

Appendix III Airline Management-Related Issues

Airline Management-Related Issues

    Appendix III highlights provisions of the Air Carrier Access Act
(ACAA) and the implementing regulations in Part 382 that are the
specific responsibility of carrier management as opposed to
personnel who deal with the traveling public. Cross references to
chapters of and other appendixes to this manual are provided for
more detailed explanations of these requirements. In this appendix,
the word ``you'' refers to carrier management and ``your carrier''
refers to the carrier you manage.

Discrimination Is Prohibited

    You must ensure that your carrier (either directly or indirectly
through its contractual, licensing, or other arrangements) does not
discriminate against qualified individuals with a disability by
reason of such disability in the provision of air transportation.
(Sec.  382.11(a)(1)). In addition, you are responsible for ensuring
that not only your own employees comply with the ACAA and Part 382,
but also employees of any company or entity performing functions on
behalf of your carrier. (Sec.  382.15).
    Specifically, you must ensure that your carrier does not:
     Require a passenger with a disability to accept special
services, such as pre-boarding not requested by the passenger.
(Sec.  382.11(a)(2)).
     Exclude a qualified individual with a disability from
or deny that individual the benefit of air transportation or related
services that are available to other individuals, even if there are
separate or different services available for passengers with a
disability, except as provided by Part 382. (Sec.  382.11(a)(3)).

     Take actions adverse to passengers with a disability if
they or someone on their behalf assert their rights under the ACAA
or Part 382. (Sec.  382.11(a)(4)).
     Limit the number of passengers with a disability who
travel on a flight.\29\ (Sec.  382.17).
---------------------------------------------------------------------------

    \29\ The DOT has received Conflict of Laws waiver requests from
some foreign carriers asserting that Sec.  382.17 conflicts with the
European Aviation Safety Agency's Joint Aviation Regulation-OPS
1.260. Visit http://www.regulations.gov/, select ``Agency
Documents,'' and enter ``DOT-OST-2008-0272'' to view Conflict of
Laws waiver requests.
---------------------------------------------------------------------------

    You should be aware that your carrier must modify policies,
practices, and facilities when needed to provide nondiscriminatory
service to a particular individual with a disability, consistent
with the standards of Section 504 of the Rehabilitation Act, as
amended. This requirement is in addition to your carrier's general
nondiscrimination obligation, and is in addition to its duty to make
specific accommodations under Part 382. Your carrier is not required
to make modifications that would constitute an undue burden or would
fundamentally alter its program. (Sec.  382.13(c)).

Refusal of Transportation

    You must ensure that your carrier does not refuse to provide
transportation to a passenger with a disability based on his or her
disability unless specifically permitted by Part 382. (Sec.
382.19(a)). Your carrier must not refuse transportation to a
passenger with a disability because the person's disability results
in appearance or involuntary behavior that may offend, annoy, or
inconvenience others. (Sec.  382.19(b)).

Safety Considerations

    Neither the ACAA nor Part 382 requires you to disregard
applicable Federal Aviation Administration (FAA) or other government
safety regulations. (Sec.  382.7(g)).
    Your carrier may refuse to provide transportation to any
passenger on the basis of safety and if carriage would violate FAA,
Transportation Security Administration (TSA) or applicable foreign
government requirements. (Sec.  382.19(c)) Your carrier may refuse
transportation to a passenger with a disability on the basis of
safety if your carrier is able to demonstrate that the passenger
poses a direct threat. (Sec.  382.19(c)(1)). Direct threat means a
significant risk to the health or safety of others that cannot be
eliminated by a modification of policies, practices or procedures or
providing auxiliary aids or services. (Sec.  382.3). You should be
aware that in exercising this authority your carrier may not act
inconsistently with Part 382 or it may be subject to enforcement
action. (Sec.  382.19(c)(3) and (c)(4)).
    Your carrier may deny boarding to a passenger who wishes to use
a passenger-supplied electronic respiratory assistive devices
onboard the aircraft, if the passenger does not comply with the
conditions for acceptance of such devices as required in Part 382.
(Sec.  382.133(f)(3)). The specific requirements concerning the
evaluation and use of passenger-supplied electronic respiratory
assistive devices onboard the aircraft and the carriers who must
comply with these requirements are discussed in Chapter 3, Section
B, Information about the Aircraft; Chapter 5, Section D, Stowing and
Treatment of Assistive Devices, and below in this appendix under the
topic Services and Equipment: Passenger-supplied Electronic
Respiratory Assistive Devices.

Written Explanation for Refusal of Transportation

    When your carrier refuses to provide transportation to a
passenger on his or her originally-scheduled flight on a basis
relating to the individual's disability, your carrier must provide
the passenger with a written statement of the reason within 10
calendar days of the refusal of transportation. The statement must
include the specific basis for your carrier's refusal to transport
the passenger. (Sec.  382.19(d)).

No Charge for Accommodating Passengers With a Disability

    Unless otherwise specified under Part 382, your carrier cannot
impose charges for providing facilities, equipment, or services that
it is required to provide under Part 382 to passengers with a
disability. (Sec.  382.31).

Indirect Air Carriers

    If you are an indirect air carrier that provides facilities or
services for other carriers that are covered by Sec. Sec.  382.17
through .157, you must do so in a manner consistent with those
regulations. (Sec.  382.11(b)).

Contractors and Travel Agents

    You should be aware that your carrier must ensure that your
contractors comply with Part 382 when providing services to the
public (including airports where applicable) on behalf of your
carrier just as if your carrier was performing the function itself.
In addition, your carrier must include an assurance of compliance
with Part 382 in its contracts with those contractors. This
assurance must commit the contractor to comply with all applicable
provisions of Part 382 that are performed on your carrier's behalf
and require the contractor to implement directives issued by your
Complaints Resolution Officials (CRO). Noncompliance with this
assurance is a material breach of the contract on the contractor's
behalf. (Sec.  382.15(a) and (b)).
    If you are a U.S. carrier, you must also include an assurance of
compliance in your carrier's contracts or agreements of appointment
with U.S. travel agents. Your carrier is not required to include
such an assurance in contracts with foreign travel agents. (Sec.
382.15(c)).
    You must monitor a contractor's performance to ensure the
contractor complies with Part 382 and you must enforce the
assurances in your carrier's contracts with those contractors. It is
not a defense against a Department of Transportation (DOT)
enforcement action that your carrier's noncompliance with Part 382
resulted from a contractor's action or nonaction. (Sec.  382.15(d)
and (e)).

Accessibility of Airport Facilities

Airports Located in the United States

    You should be aware that all terminal facilities and services
owned, leased, or controlled by your carrier at a U.S. airport,
including parking and ground transportation, must be readily
accessible to and usable by individuals with disabilities including
individuals who use wheelchairs. You are deemed to comply with this
obligation if the facilities meet certain requirements applying to
places of public accommodation. (Sec.  382.51(a)(1)). The
requirements are those of the Americans with Disabilities Act (ADA)
Accessibility Guidelines (ADAAG) as incorporated in Department of
Justice (DOJ) ADA regulations implementing Title III of that law.
    In addition, your carrier must ensure that intra- and inter-
terminal transportation systems, such as moving sidewalks, shuttle
vehicles, and people movers, that are owned, leased, or controlled
by your carrier, comply with the applicable DOT ADA rules (49 CFR
parts 37 and 38)). (Sec.  382.51(a)(3)).
    Your carrier must ensure that there is an accessible route (one
meeting the requirements of the ADAAG) between the gate and boarding
area when an accessible passenger lounge or level-entry boarding and
deplaning is not available to and from an aircraft. For example,
there must be an accessible path on the tarmac between the gate and
the aircraft when level-entry boarding is not available. (Sec.
382.51(a)(2)).
    Contracts and leases between your carrier and airport operators
concerning the use of airport facilities must describe your airport
accessibility responsibility under Part 382 and that of the airport
operator under applicable section 504 and ADA rules of the DOT and
DOJ. (Sec.  382.51(a)(4)).

Airports Located in a Foreign Country

    Your carrier must ensure that passengers with a disability can
readily use all terminal facilities your carrier owns, leases, or
controls at a foreign airport. (Sec.  382.51(b)). This requirement
applies to foreign carriers only at terminal facilities that serve
flights covered by Sec.  382.7.
    Be aware that your carrier must ensure that a passenger with a
disability is able to move readily through the terminal facilities
to get to or from the gate and any other area from which passengers
board aircraft your carrier uses for such flights. This includes the
tarmac between the gate and the aircraft when an accessible
passenger lounge to and from an aircraft or level-entry boarding to
and deplaning from an aircraft is not available. (Sec.
382.51(b)(1)). Your carrier may meet this obligation through any
combination of facility accessibility, auxiliary aids, equipment,
the assistance of personnel, or other means consistent with ensuring
the safety and dignity of the passenger. (Sec.  382.51(b)(2)).

Restrictions

    You must ensure that your carrier does not subject passengers
with disabilities to restrictions that do not apply to other
passengers except as otherwise permitted by Part 382. Restrictions
your carrier may not impose on passengers with disabilities include
the following--
    (1) Restricting the movements of individuals with disabilities
within terminals;
    (2) Requiring passengers with disabilities to remain in a
holding area or other location

to receive transportation, services, or accommodations;
    (3) Mandating separate treatment for individuals with
disabilities except as required or permitted under Part 382 or other
applicable Federal requirements;
    (4) Making passengers sit on blankets on the aircraft; or
    (5) Making passengers with disabilities wear badges or other
special identification. (Sec.  382.33).
    See Chapter 4, Section A, Accessibility of Terminal Facilities
and Services, for more information on this topic.

Telephone Reservation and Information Services

U.S. Carriers

    You should be aware that if your carrier provides a telephone
reservation and information service to the public, you must make
that service available to individuals who use a text telephone (TTY)
(by your own TTY, voice relay (chat screen), or other available
technology) to permit individuals with hearing impairments to obtain
this information. (Sec.  382.43(a)).

Foreign Carriers

    A foreign carrier must have met the TTY requirements that apply
to U.S. carriers by May 13, 2010. (Sec.  382.43(a)(5)). However,
these requirements apply only with respect to information and
reservation services for flights covered by Sec.  382.7. TTY
services apply only with respect to flights for which reservation
telephone calls from the United States are accepted.

Exception

    The TTY requirements do not apply to carriers in any country in
which the telecommunications infrastructure does not readily permit
compliance. (Sec.  382.43(b)).
    See also Chapter 3, Section E, Accommodations for Air Travelers
with Hearing Impairments, and Chapter 4, Section D, Accommodations
for Air Travelers with Vision or Hearing Impairments.

Advance Notice and Reservation System

    Your carrier's reservation and other administrative systems must
ensure that when a passenger provides the required advance notice
for services and accommodations, the notice is communicated, clearly
and on time, to the personnel responsible for providing the
requested service or accommodation. (Sec.  382.27(e)). See Chapter
3, Section A, Advance Notice.

Passenger-Supplied Electronic Respiratory Assistive Devices

    You should be aware that U.S and foreign carriers (except on-
demand air taxi operators) are required to permit passengers with a
disability to use a passenger-supplied electronic respiratory
assistive device onboard aircraft under specified conditions. (Sec.
382.133). Chapter 3, Section A, Advance Notice, and Section B,
Information about the Aircraft, discuss advance notice requirements
and the information your carrier must provide during the reservation
process to a passenger with a disability who wishes to use such
devices during a flight.

Service Animals

    You should be aware that regardless of your carrier's policies
with respect to pets, your carrier must permit a service animal used
by a passenger with a disability to accompany the passenger on his
or her flight. (Sec.  382.117(a)). A foreign carrier is only
required to carry dogs as service animals (Sec.  382.117(f)) except
on codesharing flights with U.S. carriers.
    At a U.S. airport facility that you own, lease, or control and
in cooperation with the airport operator and in consultation with
local service animal training organizations, your carrier must
provide animal relief areas for service animals that accompany
passengers departing, connecting, or arriving at such airports on
your flights. (Sec.  382.51(a)(5)).
    See Chapter 3, Section D, Service Animals and Appendix III,
Guidance Concerning Service Animals. See also, Chapter 5, Section B,
Seating Assignments and Accommodations.

Aircraft Accessibility

    When ordering, purchasing, or leasing aircraft, you should
consider that Part 382 requires the following features on an
aircraft:
     Movable or removable aisle armrests (aircraft with 30
or more passenger seats) (Sec.  382.61);
     Priority space in the passenger cabin for a passenger's
manual, folding wheelchair (aircraft with 100 or more passenger
seats) (Sec.  382.67);
     Accessible lavatories (aircraft with more than one
aisle in which lavatories are provided) (Sec.  382.63);
     On-board wheelchairs (aircraft with more than 60
passenger seats and an accessible lavatory) (Sec.  382.65); and
     In-flight audio-visual services (Sec.  382.69).
    Your carrier must maintain aircraft accessibility features in
proper working order. (Sec.  382.71(a)). In addition, any
replacement or refurbishing of the aircraft cabin must not reduce
existing accessibility to a level below that required under Part 382
for new aircraft. (Sec.  382.71(b)).
    These aircraft accessibility requirements and the compliance
deadlines for both U.S. and foreign carriers are discussed in detail
in Chapter 5, Section, A, Aircraft Accessibility.

Seating Accommodations

    You should be aware that, under certain circumstances, your
carrier must provide certain seating accommodations if a passenger
self-identifies as a passenger with a disability and the type of
seating accommodation exists on the aircraft. (Sec. Sec.  382.81 and
382.85). If your carrier provides advance seat assignments, it may
employ either the block seating method or the priority seating
method. Each method requires some advance notice on the part of the
passenger with a disability to guarantee the seating accommodation.
(Sec. Sec.  382.83 and 382.85).
    You should select an adequate reservation system to meet your
carrier's needs, ensure proper administration of the reservation
system, and provide employee training with respect to the
reservation system and the requirements under Part 382 for providing
seating accommodations for passengers with disabilities. If your
carrier wishes to use a method of providing seat assignments to
passengers with disabilities other than the methods provided for in
Subpart E of Part 382, it must receive written approval from DOT.
(Sec.  382.83(d)).