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14 CFR Part 382
Nondiscrimination on the Basis
of Disability in Air Travel

Includes amendments issued through July 2003 (e.g., includes the
amendment on reporting of disability-related consumer complaints)

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TITLE 14 -- AERONAUTICS AND SPACE
CHAPTER II -- OFFICE OF THE SECRETARY
DEPARTMENT OF TRANSPORTATION
PART 382
NONDISCRIMINATION ON THE BASIS OF DISABILITY IN AIR TRAVEL

Subpart A—General Provisions
382.1 Purpose.
383.3 Applicability.
382.5 Definitions.
382.7 General prohibition of discrimination.
382.9 Assurances from contractors.
Subpart B—Requirements Concerning Facilities
382.21 Aircraft accessibility.
382.23 Airport facilities.
Subpart C—Requirements for Services
382.31 Refusal of transportation.
382.33 Advance notice requirements.
382.35 Attendants.
382.37 Seat assignments.
382.38 Seating accommodations.
382.39 Provision of services and equipment.
382.40 Boarding assistance for small aircraft.
382.40a Boarding assistance for large aircraft
382.41 Stowage of personal equipment.
382.43 Treatment of mobility aids and assistive devices.
382.45 Passenger information.
382.47 Accommodations for persons with hearing impairments.
382.49 Security screening of passengers.
382.51 Communicable diseases.
382.53 Medical certificates.
382.55 Miscellaneous provisions.
382.57 Charges for accommodations prohibited.
Subpart D—Administrative Provisions
382.61 Training.
382.63 Carrier programs.

AUTHORITY: 49 U.S.C. 41702, 47105, and 41712.

382.65 Compliance procedures.

SOURCE: 55 FR 8046, Mar. 6, 1990 and amendments.

382.70 Disability-related complaints received by carriers.

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SUBPART A -- GENERAL PROVISIONS
§ 382.1 Purpose.
The purpose of this part is to implement the
Air Carrier Access Act of 1986 (49 U.S.C.
41705), which provides that no air carrier
may discriminate against any otherwise
qualified individual with a disability, by
reason of such disability, in the provision of
air transportation.
§ 382.3 Applicability.
(a) Except as provided in this section, this
part applies to all air carriers providing air
transportation.
(b) Sections 382.21-382.63 do not apply to
indirect air carriers.

materials packaging, for carriers which, as of
March 6, 1990, had a policy of carrying no
hazardous materials.
§ 382.5 Definitions.
As used in this Part -Air Carrier or carrier means any citizen of
the United States who undertakes, whether
directly or indirectly or by a lease or any
other arrangement, to engage in air
transportation.
Air carrier airport means a public,
commercial service airport which enplanes
annually 2,500 or more passengers and
receives scheduled air service.
Air transportation means interstate,
overseas, or foreign air transportation, or the
transportation of mail by aircraft, as defined
in the Federal Aviation Act.

(c) Except for § 382.70, this part does not
apply to foreign air carriers or to airport
facilities outside the United States, its
territories, possessions, and
commonwealths.

Department or DOT means the United
States Department of Transportation.

(d) Nothing in this part shall authorize or
require a carrier to fail to comply with any
applicable FAA safety regulation.

FAA means the Federal Aviation
Administration, an operating administration
of the Department.

(e) The compliance date for the following
provisions of this part is June 4, 1990:

Facility means all or any portion of aircraft,
buildings, structures, equipment, roads, walks,
parking lots, and any other real or personal
property, normally used by passengers or
prospective passengers visiting or using the
airport, to the extent the carrier exercises
control over the selection, design,
construction, or alteration of the property.

§ 382.7 (b)
§ 382.21(c)
§ 382.31(e)
§ 382.33(f)
§ 382.35 (d), (e)
§ 382.37 (b), (c)
§ 382.39 (a) (second sentence of introductory
language); (a)(1) and (a)(2), with respect to
acquisition of equipment; (a)(3); (b)(3); (b)(4)
§ 382.41 (d), (e)(2), (f)
§ 382.45 (a), (c)
§ 382.47(a)
§ 382.49 (b), (c)
§ 382.65 (a), (b)(2).
(f) The compliance date for the following
provisions of this part is August 5, 1990:
§ 382.9
§ 382.23(e)
§ 382.33(d)
§ 382.51
§ 382.53(c).
(g) The compliance date for the following
provisions for this part is October 5, 1990:
§ 382.35 (b)(2), (b)(3)
§ 382.41(g), with respect to the acceptance
and stowage of batteries requiring hazardous

Individual with a disability means any
individual who has a physical or mental
impairment that, on a permanent or temporary
basis, substantially limits one or more major
life activities, has a record of such an
impairment, or is regarded as having such an
impairment. As used in this definition, the
phrase:
(a) Physical or mental impairment means:
(1) any physiological disorder or condition,
cosmetic disfigurement, or anatomical loss
affecting one or more of the following body
systems: neurological, musculoskeletal,
special sense organs, respiratory including
speech organs, cardio-vascular, reproductive,
digestive, genito-urinary, hemic and
lymphatic, skin, and endocrine; or
(2) any mental or psychological disorder,
such as mental retardation, organic brain
syndrome, emotional or mental illness, and
specific learning disabilities.
The term physical or mental impairment
includes, but is not limited to, such diseases
and conditions as orthopedic, visual, speech,

and hearing impairments; cerebral palsy,
epilepsy, muscular dystrophy, multiple
sclerosis, cancer, heart disease, diabetes,
mental retardation, emotional illness, drug
addiction, and alcoholism.
(b) Major life activities means functions
such as caring for one’s self, performing
manual tasks, walking, seeing, hearing,
speaking, breathing, learning, and working.
(c) Has a record of such impairment means
has a history of, or has been classified, or
misclassified, as having a mental or physical
impairment that substantially limits one or
more major life activities.
(d) Is regarded as having an impairment
means:
(1) Has a physical or mental impairment
that does not substantially limit major life
activities but that is treated by an air carrier as
constituting such a limitation;
(2) Has a physical or mental impairment
that substantially limits a major life activity
only as a result of the attitudes of others
toward such an impairment; or
(3) Has none of the impairments set forth in
this definition but is treated by an air carrier
as having such an impairment.
Indirect air carrier means a person not
directly involved in the operation of an
aircraft who sells air transportation services to
the general public other than as an authorized
agent of an air carrier.
Qualified individual with a disability means
a individual with a disability who -(a) With respect to accompanying or
meeting a traveler, use of ground
transportation, using terminal facilities, or
obtaining information about schedules, fares
or policies, takes those actions necessary to
avail himself or herself of facilities or services
offered by an air carrier to the general public,
with reasonable accommodations, as needed,
provided by the carrier;
(b) With respect to obtaining a ticket for air
transportation on an air carrier, offers, or
makes a good faith attempt to offer, to
purchase or otherwise validly to obtain such a
ticket;
(c) With respect to obtaining air
transportation, or other services or
accommodations required by this part:
(1) Purchases or possesses a valid ticket for
air transportation on an air carrier and
presents himself or herself at the airport for
the purpose of traveling on the flight for
which the ticket has been purchased or
obtained; and
(2) Meets reasonable, nondiscriminatory
contract of carriage requirements applicable
to all passengers;

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Scheduled air service means any flight
scheduled in the current edition of the Official
Airline Guide, the carrier’s published
schedule, or the computer reservation system
used by the carrier.
§ 382.7 General prohibition of
discrimination.

(a) Nondiscrimination on the basis of
disability, consistent with this part, by such
contractors in activities performed on behalf
of the carriers; and
(b) That contractor employers will comply
with directives issued by carrier complaints
resolution officials (CROs) under § 382.65.

(a) A carrier shall not, directly or through
contractual, licensing, or other arrangements:

§§ 382.11--382.19 [Reserved]

(1) Discriminate against any otherwise
qualified individual with a disability, by
reason of such disability, in the provision of
air transportation;

SUBPART B -- REQUIREMENTS
CONCERNING FACILITIES

(2) Require a person with a disability to
accept special services (including, but not
limited to, preboarding) not requested by the
passenger;

(a) The following requirements apply to
new aircraft operated under 14 CFR part 121
and ordered by the carrier after April 5, 1990
or delivered to the carrier after April 5, 1992:

(3) Exclude a qualified individual with a
disability from or deny the person the benefit
of any air transportation or related services
that are available to other persons, even if
there are separate or different services
available for persons with a disability except
when specifically permitted by another
section of this part; or,

(1)(i) Aircraft with 30 or more passenger
seats on which passenger aisle seats have
armrests shall have movable aisle armrests on
at least one-half of passenger aisle seats.

(4) Take any action adverse to an
individual because of the individual’s
assertion, on his or her own behalf or through
or behalf of others, of rights protected by this
part or the Air Carrier Access Act.
(b) If an indirect air carrier provides
facilities or services for passengers that are
covered for other carriers by sections 382.21382.55, the indirect air carrier shall do so in a
manner consistent with those sections.
(c) Carriers shall, in addition to meeting the
other requirements of this part, modify
policies, practices, or facilities as needed to
ensure nondiscrimination, consistent with the
standards of section 504 of the Rehabilitation
Act, as amended. Carriers are not required to
make modifications that would constitute an
undue burden or would fundamentally alter
their program.
§ 382.9 Assurances from contractors.
Carriers’ contracts with contractors who
provide services to passengers, including
carriers’ agreements of appointment with
travel agents (excluding travel agents who are
not U.S. citizens who provide services to air
carriers outside the United States, its
territories and commonwealths), shall include
a clause assuring:

§ 382.21 Aircraft accessibility.

(ii) Such armrests are not required to be
provided on aisle seats on which a movable
armrest is not feasible or aisle seats which a
passenger with a mobility impairment is
precluded from using by an FAA safety rule.
(iii) For aircraft equipped with movable
aisle armrests as required by this paragraph,
carriers shall configure cabins, or establish
administrative systems, to ensure that
individuals with mobility impairments or
other persons with disabilities can readily
obtain seating in rows with movable aisle
armrests.
(2) Aircraft with 100 or more passenger
seats shall have a priority space in the cabin
designated for stowage of at least one folding
wheelchair;
(3) Aircraft with more than one aisle in
which lavatories are provided shall include at
least one accessible lavatory. This lavatory
shall permit a qualified individual with a
disability to enter, maneuver within as
necessary to use all lavatory facilities, and
leave, by means of the aircraft’s on-board
wheelchair. The accessible lavatory shall
afford privacy to persons using the on-board
wheelchair equivalent to that afforded
ambulatory users. The lavatory shall provide
door locks, accessible call buttons, grab bars,
faucets and other controls, and dispensers
usable by qualified individuals with a
disability, including wheelchair users and
persons with manual impairments;

(4)(i) Aircraft with more than 60 passenger
seats having an accessible lavatory, whether
or not required to have such a lavatory by
paragraph (a)(3) of this section, shall be
equipped with an operable on-board
wheelchair for the use of passengers.
(ii) The carrier shall ensure that an operable
on-board wheelchair is provided for a flight
using an aircraft with more than 60 passenger
seats on the request (with advance notice as
provided in § 382.33(b)(8)) of a qualified
individual with a disability who represents to
the carrier that he or she is able to use an
inaccessible lavatory but is unable to reach
the lavatory from a seat without the use of an
on-board wheelchair. 1
(iii) On-board wheelchairs shall include
footrests, armrests which are movable or
removable, adequate occupant restraint
systems, a backrest height that permits
assistance to passengers in transferring,
structurally sound handles for maneuvering
the occupied chair, and wheel locks or
another adequate means to prevent chair
movement during transfer or turbulence. The
chair shall be designed to be compatible with
the maneuvering space, aisle width, and seat
height of the aircraft on which it is to be used,
and to be easily pushed, pulled, and turned in
the cabin environment by carrier personnel.
(b)(1) Except as provided in paragraph
(b)(2) of this section, aircraft in service on the
effective date of this part (April 5, 1990) shall
not be required to be retrofitted for the sole
purpose of enhancing accessibility.
(2) No later than April 5, 1992, each carrier
shall comply with the provisions of paragraph
(a)(4) of this section with respect to all
aircraft with more than 60 passenger seats
operated under 14 CFR part 121.
(c) Whenever an aircraft operated under
14 CFR part 121 which does not have the
accessibility features set forth in paragraph (a)
of this section undergoes replacement of cabin
interior elements or lavatories, or the
replacement of existing seats with newly
manufactured seats, the carrier shall meet the
requirements of paragraph (a) of this section
with respect to the affected feature(s) of the
aircraft.

1
The Aerospatiale/Aeritalia ATR-72 and the British
Aerospace Advanced Turboprop (ATP), in
configurations having between 60 and 70 passenger
seats, are exempt from this requirement. See 57 FR
12872, April 14, 1992.

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(d) Aircraft operated under 14 CFR part
121 with fewer than 30 passenger seats (with
respect to the requirements of paragraph
(a)(1) of this section), fewer than 100
passenger seats (with respect to the
requirements of paragraph (a)(2) of this
section) or 60 or fewer passenger seats (with
respect to the requirements of paragraph
(a)(4) of this section), and aircraft operated
under 14 CFR part 135, shall comply with the
requirements of this section to the extent not
inconsistent with structural, weight and
balance, operational and interior configuration
limitations.
(e) Any replacement or refurbishing of the
aircraft cabin shall not reduce existing
accessibility to a level below that specified in
this part.
(f) Carriers shall maintain aircraft
accessibility features in proper working order.
§ 382.23 Airport facilities.
(a) This section applies to all terminal
facilities and services owned, leased, or
operated on any basis by an air carrier at a
commercial service airport, including parking
and ground transportation facilities.
(b) Air carriers shall ensure that the
terminal facilities and services subject to this
section shall be readily accessible to and
usable by individuals with disabilities,
including individuals who use wheelchairs.
Air carriers shall be deemed to comply with
this Air Carrier Access Act obligation if they
meet requirements applying to places of
public accommodation under Department of
Justice (DOJ) regulations implementing Title
III of the Americans with Disabilities Act
(ADA).
(c) The carrier shall ensure that there is an
accessible path between the gate and the area
from which aircraft are boarded.
(d) Systems of inter-terminal
transportation, including, but not limited to,
shuttle vehicles and people movers, shall
comply with applicable requirements of the
Department of Transportation’s ADA rule.
(e) The Americans with Disabilities Act
Accessibility Guidelines (ADAAGs),
including section 10.4 concerning airport
facilities, shall be the standard for
accessibility under this section.
(f) Contracts or leases between carriers and
airport operators concerning the use of airport
facilities shall set forth the respective
responsibilities of the parties for the provision

of accessible facilities and services to
individuals with disabilities as required by
this part for carriers and applicable section
504 and ADA rules of the Department of
Transportation and Department of Justice for
airport operators.
[Amdt. 6, 61 FR 56423, Nov. 1, 1996]

§§ 382.25--382.29 [Reserved]

SUBPART C -- REQUIREMENTS
CONCERNING SERVICES
§ 382.31 Refusal of transportation.
(a) Unless specifically permitted by a
provision of this part, a carrier shall not refuse
to provide transportation to a qualified
individual with a disability on the basis of his
or her disability.
(b) A carrier shall not refuse to provide
transportation to a qualified individual with a
disability solely because the person’s
disability results in appearance or involuntary
behavior that may offend, annoy, or
inconvenience crewmembers or other
passengers.
(c) A carrier shall not refuse to provide
transportation to qualified individuals with a
disability by limiting the number of such
persons who are permitted to travel on a given
flight.
(d) Carrier personnel, as authorized by
49 U.S.C. 44902, 14 CFR 91.8, or 14 CFR
121.533, may refuse to provide transportation
to any passenger on the basis of safety, and
may refuse to provide transportation to any
passenger whose carriage would violate the
Federal Aviation Regulations. In exercising
this authority, carrier personnel shall not
discriminate against any qualified individual
with a disability on the basis of disability and
their actions shall not be inconsistent with the
provisions of this Part. In the event that such
action is inconsistent with the provisions of
this Part, the carrier shall be subject to
remedies provided under § 382.65.
(e) When a carrier refuses to provide
transportation to any person on a basis
relating to the individual’s disability, the
carrier shall specify in writing to the person
the basis for the refusal, including, where
applicable, the reasonable and specific basis
for the carrier’s opinion that transporting the
person would or might be inimical to the
safety of the flight. This written explanation
shall be provided within 10 calendar days of
the refusal of transportation.

§ 382.33 Advance notice requirements.
(a) Except as provided in paragraph (b) of
this section, a carrier shall not require a
qualified individual with a disability to
provide advance notice of his or her intention
to travel or of his or her disability as a
condition of receiving transportation or of
receiving services or accommodations
required by this part.
(b) A carrier may require up to 48 hours
advance notice and one-hour advance checkin concerning a qualified individual with a
disability who wishes to receive any of the
following services, types of equipment, or
accommodations:
(1) Medical oxygen for use on board the
aircraft, if this service is available on the
flight;
(2) Carriage of an incubator, if this service
is available on the flight;
(3) Hook-up for a respirator to the aircraft
electrical power supply, if this service is
available on the flight;
(4) Accommodation for a passenger who
must travel in a stretcher, if this service is
available on the flight;
(5) Transportation for an electric
wheelchair on a flight scheduled to be made
with an aircraft with fewer than 60 seats;
(6) Provision by the carrier of hazardous
materials packaging for a battery for a
wheelchair or other assistive device;
(7) Accommodation for a group of ten or
more qualified individuals with a disability,
who make reservations and travel as a group;
and
(8) Provision of an on-board wheelchair on
an aircraft that does not have an accessible
lavatory.
(c) If a passenger does not meet advance
notice or check-in requirements established
by a carrier consistent with this section, the
carrier shall nonetheless provide the service,
equipment, or accommodation if it can do so
by making a reasonable effort, without
delaying the flight.
(d) Carriers’ reservation and other
administrative systems shall ensure that when
advance notice is provided by qualified
individuals with a disability as provided by
this section, the notice is recorded and

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properly transmitted to operating employees
responsible for providing the accommodation
concerning which notice was provided.
(e) If the qualified individual with a
disability provides the notice required by the
carrier for a service under paragraph (b) of
this section, the carrier shall ensure that the
requested service is provided.
(f) If a qualified individual with a disability
provides advance notice to a carrier, and the
individual is forced to change to the flight of a
different carrier because of the cancellation of
the original flight or the substitution of
inaccessible equipment, the first carrier shall,
to the maximum extent feasible, provide
assistance to the second carrier in providing
the accommodation requested by the
individual from the first carrier.
§ 382.35 Attendants.
(a) Except as provided in this section, a
carrier shall not require that a qualified
individual with a disability travel with an
attendant as a condition of being provided air
transportation. A concern on the part of
carrier personnel that a individual with a
disability may need to use inaccessible
lavatory facilities or may otherwise need
extensive special assistance for personal
needs which carrier personnel are not
obligated to provide is not a basis on which
the carrier may require an attendant.
(b) A carrier may require that a qualified
individual with a disability meeting any of the
following criteria travel with an attendant as a
condition of being provided air transportation,
if the carrier determines that an attendant is
essential for safety:
(1) A person traveling in a stretcher or
incubator. The attendant for such a person
must be capable of attending to the
passenger’s in-flight medical needs;
(2) A person who, because of a mental
disability, is unable to comprehend or respond
appropriately to safety instructions from
carrier personnel, including the safety briefing
required by 14 CFR 121.571 (a) (3) and (a)(4)
or 14 CFR 135.117(b);
(3) A person with a mobility impairment so
severe that the person is unable to assist in his
or her own evacuation of the aircraft;

briefing required by 14 CFR 121.571(a)(3)
and (a)(4) or 14 CFR 135.117(b).

accommodations, subject to the provisions of
this section:

(c) If the carrier determines that a person
meeting the criteria of paragraph (b)(2), (b)(3)
or (b)(4) of this section must travel with an
attendant, contrary to the individual’s selfassessment that he or she is capable of
traveling independently, the carrier shall not
charge for the transportation of the attendant.

(1) For a passenger who uses an aisle chair
to access the aircraft and who cannot readily
transfer over a fixed aisle armrest, the carrier
shall provide a seat in a row with a movable
aisle armrest.

(d) If, because there is not a seat available
on a flight for an attendant whom the carrier
has determined to be necessary, a person with
a disability who has a confirmed reservation
is unable to travel on the flight, the person
with a disability shall be eligible for denied
boarding compensation under 14 CFR part
250.
(e) For purposes of determining whether a
seat is available for an attendant, the attendant
shall be deemed to have checked in at the
same time as the person with a disability.

(2) The carrier shall provide a seat next to a
passenger traveling with a disability for a
person assisting the individual in the
following circumstances:
(i) When an individual with a disability is
traveling with a personal care attendant who
will be performing a function for the
individual during the flight that airline
personnel are not required to perform (e.g.,
assistance with eating);
(ii) When an individual with a vision
impairment is traveling with a reader/assistant
who will be performing functions for the
individual during the flight; or

§ 382.37 Seat assignments.
(a) Carriers shall not exclude any qualified
individual with a disability from any seat in
an exit row or other location or require that a
qualified individual with a disability sit in any
particular seat, on the basis of disability,
except in order to comply with the
requirements of an FAA safety regulation or
as provided in this section.
(b) If a person’s disability results in
involuntary active behavior that would result
in the person properly being refused
transportation under § 382.31, and the safety
problem could be mitigated to a degree that
would permit the person to be transported
consistent with safety if the person is seated
in a particular location, the carrier shall offer
the person that particular seat location as an
alternative to being refused transportation.
(c) If a service animal cannot be
accommodated at the seat location of the
qualified individual with a disability whom
the animal is accompanying (see
§ 382.55(a)(2)), the carrier shall offer the
passenger the opportunity to move with the
animal to a seat location, if present on the
aircraft, where the animal can be
accommodated, as an alternative to requiring
that the animal travel with checked baggage.

(iii) When an individual with a hearing
impairment is traveling with an interpreter
who will be performing functions for the
individual during the flight.
(3) For an individual traveling with a
service animal, the carrier shall provide, as
the individual requests, either a bulkhead seat
or a seat other than a bulkhead seat.
(4) For a person with a fused or
immobilized leg, the carrier shall provide a
bulkhead seat or other seat that provides
greater legroom than other seats, on the side
of an aisle that better accommodates the
individual’s disability.
(b) A carrier that provides advance seat
assignments shall comply with the
requirements of paragraph (a) of this section
by any of the following methods:
(1) The carrier may “block” an adequate
number of the seats used to provide the
seating accommodations required by this
section.
(i) The carrier shall not assign these seats to
passengers not needing seating
accommodations provided under this
paragraph until 24 hours before the scheduled
departure of the flight.

§ 382.38 Seating accommodations.
(4) A person who has both severe hearing
and severe vision impairments, if the person
cannot establish some means of
communication with carrier personnel,
adequate to permit transmission of the safety

(a) On request of an individual who selfidentifies to a carrier as having a disability
specified in this paragraph, the carrier shall
provide the following seating

(ii) At any time up until 24 hours before the
scheduled departure of the flight, the carrier
shall assign a seat meeting the requirements
of this section to an individual who requests
it.

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(iii) If an individual with a disability does
not make a request at least 24 hours before the
scheduled departure of the flight, the carrier
shall meet the individual’s request to the
extent practicable, but is not required to
reassign a seat assigned to another passenger
in order to do so.
(2) The carrier may designate an adequate
number of the seats used to provide seating
accommodations required by this section as
“priority seats” for individuals with
disabilities.
(i) The carrier shall provide notice that all
passengers assigned these seats (other than
passengers with disabilities listed in
paragraph (a) of this section) are subject to
being reassigned to another seat if necessary
to provide a seating accommodation required
by this section. The carrier may provide this
notice through its computer reservation
system, verbal information provided by
reservation personnel, ticket notices, gate
announcements, counter signs, seat cards or
notices, frequent-flier literature, or other
appropriate means.
(ii) The carrier shall assign a seat meeting
the requirements of this section to an
individual who requests the accommodation
and checks in at least one hour before the
scheduled departure of the flight. If all
designated priority seats that would
accommodate the individual have been
assigned to other passengers, the carrier shall
reassign the seats of the other passengers as
needed to provide the requested
accommodation.
(iii) If the individual with a disability does
not check in at least an hour before the
scheduled departure of the flight, the carrier
shall meet the individual’s request to the
extent practicable, but is not required to
reassign a seat assigned to another passenger
in order to do so.
(c) On request of an individual who selfidentifies to a carrier as having a disability
other than one in the four categories listed in
paragraph (a) of this section and as needing a
seat assignment accommodation in order to
readily access and use the carrier’s air
transportation services, a carrier that assigns
seats in advance shall provide such an
accommodation, as described in this
paragraph.
(1) A carrier that complies with paragraph
(a) of this section through the “seat-blocking”
mechanism of paragraph (b)(1) of this section

shall implement the requirements of this
paragraph as follows:
(i) When the passenger with a disability not
described in paragraph (a) of this section
makes a reservation more than 24 hours
before the scheduled departure time of the
flight, the carrier is not required to offer the
passenger one of the seats blocked for the use
of passengers with disabilities listed under
paragraph (a) of this section.
(ii) However, the carrier shall assign to the
passenger any seat, not already assigned to
another passenger, that accommodates the
passenger’s needs, even if that seat is not
available for assignment to the general
passenger population at the time of the
request.
(2) A carrier that complies with this section
through the “designated priority seats”
mechanism of paragraph (b)(2) of this section
shall implement the requirements of this
paragraph as follows:
(i) When a passenger with a disability not
described in paragraph (a) of this section
makes a reservation, the carrier shall assign to
the passenger any seat, not already assigned
to another passenger, that accommodates the
passenger’s needs, even if that seat is not
available for assignment to the general
passenger population at the time of the
request.
(ii) If such a passenger is assigned to a
designated priority seat, he or she is subject to
being reassigned to another seat as provided
in paragraph (b)(2) of this section.
(d) A carrier that does not provide advance
seat assignments shall provide seating
accommodations for persons described in
paragraphs (a) and (c) of this section by
allowing them to board the aircraft before
other passengers, including other “preboarded” passengers, so that the individuals
needing seating accommodations can select
seats that best meet their needs if they have
taken advantage of the opportunity to preboard.
(e) A carrier may comply with the
requirements of this section through an
alternative method not specified in paragraphs
(b) through (d) of this section. A carrier
wishing to do so shall obtain the written
concurrence of the Department of
Transportation (Office of the Secretary)
before implementing the alternative method.
(f) The carrier shall assign a seat providing
an accommodation requested by an individual

with a disability, as specified in this section,
even if the seat is not otherwise available for
assignment to the general passenger
population at the time of the individual’s
request.
(g) If the carrier has already provided a seat
to an individual with a disability to furnish an
accommodation required by paragraph (a) or
(c) of this section, the carrier shall not
reassign that individual to another seat in
response to a subsequent request from another
individual with a disability, without the first
individual’s consent.
(h) In no case shall any individual be
denied transportation on a flight in order to
provide accommodations required by this
section.
(i) Carriers are not required to furnish more
than one seat per ticket or to provide a seat in
a class of service other than the one the
passenger has purchased.
(j) In responding to requests from
individuals for accommodations required by
this section, carriers shall comply with FAA
safety rules, including those pertaining to exit
seating (see 14 CFR 121.585 and 135.129).
(k) Carriers are required to comply with
this section beginning September 30, 1998.
§ 382.39 Provision of services and
equipment.
Carriers shall ensure that qualified
individuals with a disability are provided the
following services and equipment:
(a) Carriers shall provide assistance
requested by or on behalf of qualified
individuals with a disability, or offered by air
carrier personnel and accepted by qualified
individuals with a disability, in enplaning and
deplaning. The delivering carrier shall be
responsible for assistance in making flight
connections and transportation between gates.
(1) This assistance shall include, as needed,
the services personnel and the use of ground
wheelchairs, boarding wheelchairs, on-board
wheelchairs where provided in accordance
with this part, and ramps or mechanical lifts.
(2) Boarding shall be by level-entry loading
bridges or accessible passenger lounges,
where these means are available. Where these
means are unavailable, assistance in boarding
aircraft with 30 or fewer passenger seats shall
be provided as set forth in Sec. 382.40, and
assistance in boarding aircraft with 31 or
more seats shall be provided as set forth in

7

Sec. 382.40a. In no case shall carrier
personnel hand-carry a passenger in order to
provide boarding or deplaning assistance (i.e.,
directly pick up the passenger's body in the
arms of one or more carrier personnel to
effect a change of level that the passenger
needs to enter or leave the aircraft). Handcarrying of passengers is permitted only for
emergency evacuations.
(3) Carriers shall not leave a passenger with
a disability unattended in a ground
wheelchair, boarding wheelchair, or other
device, in which the passenger is not
independently mobile, for more than 30
minutes.
(b) Carriers shall provide services within
the aircraft cabin as requested by or on behalf
of individuals with a disability, or when
offered by air carrier personnel and accepted
by individuals with a disability as follows:
(1) Assistance in moving to and from seats,
as part of the enplaning and deplaning
processes;
(2) Assistance in preparation for eating,
such as opening packages and identifying
food;
(3) If there is an on-board wheelchair on
the aircraft, assistance with the use of the onboard wheelchair to enable the person to
move to and from a lavatory;
(4) Assistance to a semiambulatory person
in moving to and from the lavatory, not
involving lifting or carrying the person; or
(5) Assistance in loading and retrieving
carry-on items, including mobility aids and
other assistive devices stowed on board in
accordance with § 382.41.
(c) Carriers are not required to provide
extensive special assistance to qualified
individuals with a disability. For purposes of
this section, extensive special assistance
includes the following activities:

operations with aircraft having 19-30 seat
capacity at airports with 10,000 or more
annual enplanements.
(b) Carriers shall, in cooperation with the
airports they serve, provide boarding
assistance to individuals with disabilities
using mechanical lifts, ramps, or other
suitable devices that do not require employees
to lift or carry passengers up stairs.
(c) (1) Each carrier shall negotiate in good
faith with the airport operator at each airport
concerning the acquisition and use of
boarding assistance devices. The carrier(s)
and the airport operator shall, by no later than
September 2, 1997, sign a written agreement
allocating responsibility for meeting the
boarding assistance requirements of this
section between or among the parties. The
agreement shall be made available, on
request, to representatives of the Department
of Transportation.
(2) The agreement shall provide that all
actions necessary to ensure accessible
boarding for passengers with disabilities are
completed as soon as practicable, but no later
than December 2, 1998 at large and medium
commercial service hub airports (those with
1,200,000 or more annual enplanements);
December 2, 1999 for small commercial
service hub airports (those with between
250,000 and 1,199,999 annual enplanements);
or December 4, 2000 for non-hub commercial
service primary airports (those with between
10,000 and 249,999 annual enplanements).
All air carriers and airport operators involved
are jointly responsible for the timely and
complete implementation of the agreement.
(3) Under the agreement, carriers may
require that passengers wishing to receive
boarding assistance requiring the use of a lift
for a flight using a 19-30 seat aircraft check in
for the flight one hour before the scheduled
departure time for the flight. If the passenger
checks in after this time, the carrier shall
nonetheless provide the boarding assistance
by lift if it can do so by making a reasonable
effort, without delaying the flight.

(1) Assistance in actual eating;
(2) Assistance within the restroom or
assistance at the passenger’s seat with
elimination functions;
(3) Provision of medical services.
§ 382.40 Boarding assistance for small
aircraft.
(a) Paragraphs (b) and (c) of this section
apply to air carriers conducting passenger

(4) Boarding assistance under the
agreement is not required in the following
situations:
(i) Access to aircraft with a capacity of
fewer than 19 or more than 30 seats;

the Jetstream 31, and the Beech 1900 (C and
D models);
(iv) Access to any other 19-seat aircraft
model determined by the Department of
Transportation to be unsuitable for boarding
assistance by lift on the basis of a significant
risk of serious damage to the aircraft or the
presence of internal barriers that preclude
passengers who use a boarding or aisle chair
to reach a non-exit row seat.
(5) When boarding assistance is not
required to be provided under paragraph
(c)(4) of this section, or cannot be provided as
required by paragraphs (b) and (c) of this
section for reasons beyond the control of the
parties to the agreement (e.g., because of
mechanical problems with a lift), boarding
assistance shall be provided by any available
means to which the passenger consents,
except hand-carrying as defined in
§ 382.39(a)(2) of this part.
(6) The agreement shall ensure that all lifts
and other accessibility equipment are
maintained in proper working condition.
(d)(1) The training of carrier personnel
required by § 382.61 shall include, for those
personnel involved in providing boarding
assistance, training to proficiency in the use
of the boarding assistance equipment used by
the carrier and appropriate boarding
assistance procedures that safeguard the
safety and dignity of passengers.
(2) Carriers who do not operate aircraft
with more than a 19-seat capacity shall ensure
that those personnel involved in providing
boarding assistance are trained to proficiency
in the use of the boarding assistance
equipment used by the carrier and appropriate
boarding assistance procedures that safeguard
the safety and dignity of passengers.
[Amdt. 6, 61 FR 56423, Nov. 1, 1996]

§ 382.40a Boarding assistance for
large aircraft.
(a) Paragraphs (b) and (c) of this section
apply to air carriers conducting passenger
operations with aircraft having a seating
capacity of 31 or more passengers at airports
with 10,000 or more annual enplanements, in
any situation where passengers are not
boarded by level-entry loading bridges or
accessible passenger lounges.

(ii) Access to float planes;
(iii) Access to the following 19-seat
capacity aircraft models: the Fairchild Metro,

(b) Carriers shall, in cooperation with the
airports they serve, provide boarding
assistance to individuals with disabilities
using mechanical lifts, ramps, or other

8

suitable devices that do not require employees
to lift or carry passengers up stairs.
(c) (1) Each carrier that does not provide
passenger boarding by level-entry loading
bridges or accessible passenger lounges shall
negotiate in good faith with the airport
operator at each airport concerning the
acquisition and use of boarding assistance
devices. The carrier(s) and the airport
operator shall, by no later than March 4, 2002,
sign a written agreement allocating
responsibility for meeting the boarding
assistance requirements of this section
between or among the parties. The agreement
shall be made available, on request, to
representatives of the Department of
Transportation.
(2) The agreement shall provide that all
actions necessary to ensure accessible
boarding for passengers with disabilities are
completed as soon as practicable, but no later
than December 4, 2002. All air carriers and
airport operators involved are jointly
responsible for the timely and complete
implementation of the agreement.
(3) Under the agreement, carriers may
require that passengers wishing to receive
boarding assistance requiring the use of a lift
for a flight check in for the flight one hour
before the scheduled departure time for the
flight. If the passenger checks in after this
time, the carrier shall nonetheless provide the
boarding assistance by lift if it can do so by
making a reasonable effort, without delaying
the flight.
(4) Level-entry boarding assistance under
the agreement is not required with respect to
float planes or with respect to any widebody
aircraft determined by the Department of
Transportation to be unsuitable for boarding
assistance by lift, ramp, or other device on the
basis that no existing boarding assistance
device on the market will accommodate the
aircraft without a significant risk of serious
damage to the aircraft or injury to passengers
or employees.
(5) When level-entry boarding assistance is
not required to be provided under paragraph
(c)(4) of this section, or cannot be provided as
required by paragraphs (b) and (c) of this
section (e.g., because of mechanical problems
with a lift), boarding assistance shall be
provided by any available means to which the
passenger consents, except hand-carrying as
defined in Sec. 382.39 (a)(2).
(6) The agreement shall ensure that all lifts
and other accessibility equipment are
maintained in proper working condition.

(d) The training of carrier personnel
required by Sec. 382.61 shall include, for
those personnel involved in providing
boarding assistance, training to proficiency in
the use of the boarding assistance equipment
used by the carrier and appropriate boarding
assistance procedures that safeguard the
safety and dignity of passengers.
§ 382.41 Stowage of personal
equipment.
(a) All stowage of qualified individuals
with a disability wheelchairs and other
equipment covered by this Part in aircraft
cabins shall be in accordance with 14 CFR
121.589 and 14 CFR 121.285(c) or 14 CFR
135.87, as applicable.
(b) Carriers shall permit qualified
individuals with a disability using personal
ventilators/respirators to bring their
equipment, including non-spillable batteries
that meet the requirements of 49 CFR
173.159(d) and any applicable FAA safety
regulations, on board the aircraft and use it.
(c) Carriers shall permit qualified
individuals with a disability to stow canes and
other assistive devices on board the aircraft in
close proximity to their seats, consistent with
the requirements of FAA safety regulations
for carry-on items.
(d) Carriers shall not, in implementing their
carry-on baggage policies, count toward a
limit on carry-on items any assistive device
brought into the cabin by a qualified
individual with a disability.
(e) Carriers shall provide for on-board
stowage of passengers’ wheelchairs
(including collapsible or break-down batterypowered wheelchairs, subject to the
provisions of paragraph (g)(5) of this section)
as carry-on baggage as follows:
(1) Carriers shall permit the stowage of
wheelchairs or components of wheelchairs in
overhead compartments and under seats,
consistent with the requirements of FAA
safety regulations for carry-on items.
(2) In an aircraft in which a closet or other
approved stowage area is provided in the
cabin for passengers’ carry-on items, of a size
that will accommodate a folding, collapsible,
or break-down wheelchair, the carrier shall
designate priority stowage space, as described
below, for at least one folding, collapsible, or
break-down wheelchair in that area. A
individual with a disability who takes
advantage of a carrier offer of the opportunity

to pre-board the aircraft may stow his or her
wheelchair in this area, with priority over the
carry-on items brought onto the aircraft by
other passengers enplaning at the same
airport. A individual with a disability who
does not take advantage of a carrier offer of
the opportunity to preboard may use the area
to stow his or her wheelchair on a first-come,
first-served basis along with all other
passengers seeking to stow carry-on items in
the area.
(3) If an approved stowage area in the
cabin is not available for a folding,
collapsible, or break-down wheelchair, the
wheelchair shall be stowed in the cargo
compartment.
(f) When a folding, collapsible, or breakdown wheelchair cannot be stowed in the
passenger cabin as carry-on baggage, carriers
shall provide for the checking and timely
return of passengers’ wheelchairs and other
assistive devices as close as possible to the
door of the aircraft, so that passengers may
use their own equipment to the extent
possible, except where this practice would be
inconsistent with DOT regulations governing
the transportation of hazardous materials.
(1) At the request of the passenger, the
carrier may return wheelchairs or other
assistive devices to the passenger at the
baggage claim area instead of at the door of
the aircraft.
(2) In order to achieve the timely return of
wheelchairs, passengers’ wheelchairs and
other assistive devices shall be among the first
items retrieved from the baggage
compartment.
(3) Wheelchairs and other assistive devices
shall be stowed in the baggage compartment
with priority over other cargo and baggage.
Where this priority results in passengers’
baggage being unable to be carried on the
flight, the carrier shall make its best efforts to
ensure that the other baggage reaches the
passengers’ destination within four hours of
the scheduled arrival time of the flight.
(g) Whenever baggage compartment size
and aircraft airworthiness considerations do
not prohibit doing so, carriers shall accept a
passenger’s battery-powered wheelchair,
including the battery, as checked baggage,
consistent with the requirements of 49 CFR
175.10(a)(19) and (20) and the provisions of
paragraph (f) of this section.
(1) Carriers may require that qualified
individuals with a disability wishing to have
battery-powered wheelchairs transported on a
flight (including in the cabin) check in one

9

hour before the scheduled departure time of
the flight. If such an individual checks in after
this time, the carrier shall nonetheless carry
the wheelchair if it can do so by making a
reasonable effort, without delaying the flight.
(2) If the battery on the individual’s
wheelchair has been labeled by the
manufacturer as non-spillable as provided in
49 CFR 173.159(d)(2), or if a batterypowered wheelchair with a spillable battery is
loaded, stored, secured and unloaded in an
upright position, the carrier shall not require
the battery to be removed and separately
packaged. Notwithstanding this requirement,
carriers may remove and package separately
any battery that appears to be damaged or
leaking.2.
(3) When it is necessary to detach the
battery from the wheelchair, carriers shall,
upon request, provide packaging for the
battery meeting the requirements of 49 CFR
175.10(a)(19) and (20) and package the
battery. Carriers may refuse to use packaging
materials or devices other than those they
normally use for this purpose.
(4) Carriers shall not drain batteries.
(5) At the request of a passenger, a carrier
shall stow a folding, break-down or
collapsible battery-powered wheelchair in the
passenger cabin stowage area as provided in
paragraph (e) of this section. If the wheelchair
can be stowed in the cabin without removing
the battery, the carrier shall not remove the
battery. If the wheelchair cannot be stowed in
the cabin without removing the battery, the
carrier shall remove the battery and stow it in
the baggage compartment as provided in
paragraph (g)(3) of this section. In this case,
the carrier shall permit the wheelchair, with
battery removed, to be stowed in the cabin.
(h) Individuals with disabilities shall be
permitted to provide written directions
concerning the disassembly and reassembly of
their wheelchairs.
§ 382.43 Treatment of mobility aids and
assistive devices.
(a) When wheelchairs or other assistive
devices are disassembled by the carrier for
stowage, the carrier shall reassemble them
and ensure their prompt return to the
individual with a disability. Wheelchairs and
other assistive devices shall be returned to the
passenger in the condition received by the
carrier.

2

EDITORIAL NOTE: As stated in the preamble
discussion of this provision (63 FR 10534), carriers
may deny transportation for the battery if the
potential safety hazard is serious enough.

(b) With respect to domestic transportation,
the baggage liability limits of 14 CFR part
254 do not apply to liability for loss, damage,
or delay concerning wheelchairs or other
assistive devices. The criterion for
calculating the compensation for a lost,
damaged, or destroyed wheelchair or other
assistive device shall be the original purchase
price of the device.
(c) Carriers shall not require qualified
individuals with a disability to sign waivers of
liability for damage to or loss of wheelchairs
or other assistive devices.

(3) Individual safety briefings for qualified
individuals with a disability shall be
conducted as inconspicuously and discreetly
as possible;
(4) Carrier personnel shall not require any
qualified individual with a disability to
demonstrate that he or she has listened to,
read, or understood the information presented,
except to the extent that carrier personnel
impose such a requirement on all passengers
with respect to the general safety briefing, and
shall not take any action adverse to a qualified
individual with a disability on the basis that
the person has not “accepted” the briefing.

§ 382.45 Passenger information.
(a) A carrier shall make available, on
request, the following information concerning
facilities and services related to the provision
of air transportation to qualified individuals
with a disability. This information shall
pertain to the type of aircraft and, where
feasible, the specific aircraft scheduled for a
specific flight:
(1) The location of seats, if any, with
movable armrests and any seats which the
carrier, consistent with this part, does not
make available to qualified individuals with a
disability;
(2) Any limitations on the ability of the
aircraft to accommodate qualified individuals
with disabilities, including limitations on the
availability of boarding assistance to the
aircraft, with respect to the departure and
destination points and any intermediate stops.
The carrier shall 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.

(c) Each carrier shall ensure that qualified
individuals with a disability, including those
with vision or hearing impairments, have
timely access to information the carrier
provides to other passengers in the terminal or
on the aircraft (to the extent that it does not
interfere with crewmembers’ safety duties as
set forth in FAA regulations) including, but
not limited to, information concerning
ticketing, flight delays, schedule changes,
connections, flight check-in, gate
assignments, and the checking and claiming
of luggage; Provided, That persons who are
unable to obtain such information from the
audio or visual systems used by carriers in
airports or on aircraft shall request the
information from carrier personnel. Carriers
shall also provide information on aircraft
changes that will affect the travel of persons
with a disability.
(d) Carriers shall have, at each airport they
use, a copy of this part and shall make it
available for review by persons with a
disability on request.
[Amdt. 6, 61 FR 56423, Nov. 1, 1996]

(3) Any limitations on the availability of
storage facilities, in the cabin or in the cargo
bay, for mobility aids or other equipment
commonly used by persons with a disability;
(4) Whether the aircraft has an accessible
lavatory.
(b) The following provisions govern the
provision of individual safety briefings to
qualified individuals with a disability:
(1) Individual safety briefings shall be
conducted for any passenger where required
by 14 CFR 121.571 (a)(3) and (a)(4) or
14 CFR 135.117(b);
(2) Carrier personnel may offer an
individual briefing to any other passenger;

§ 382.47 Accommodations for persons
with hearing impairments.
(a) Each carrier providing scheduled air
service, or charter service under section 401
of the Federal Aviation Act, and which makes
available telephone reservation and
information service available to the public
shall make available a telecommunications
device for the deaf (TDD) service to enable
persons with hearing impairments to make
reservations and obtain information. The TDD
service shall be available during the same
hours as the telephone service for the general
public and the response time for answering
calls shall be equivalent. Users of the TDD
service shall not be subject to charges for a
call that exceed those applicable to other users
of the telephone information and reservation
service.

10

(b) In aircraft in which safety briefings are
presented to passengers on video screens, the
carrier shall ensure that the video presentation
is accessible to persons with hearing
impairments.
(1) Except as provided in paragraph (b)(2)
of this section, the carrier shall implement this
requirement by using open captioning or an
inset for a sign language interpreter as part of
the video presentation.
(2) A carrier may use an equivalent nonvideo alternative to this requirement only if
neither open captioning nor a sign language
interpreter inset could be placed in the video
presentation without so interfering with it as
to render it ineffective or would be large
enough to be readable.
(3) Carriers shall implement the
requirements of this section by substituting
captioned video materials for uncaptioned
video materials as the uncaptioned materials
are replaced in the normal course of the
carrier’s operations.
§ 382.49 Security screening of
passengers.
(a) Qualified individuals with a disability
shall undergo security screening in the same
manner, and be subject to the same security
requirements, as other passengers. Possession
by a qualified individual with a disability of
an aid used for independent travel shall not
subject the person or the aid to special
screening procedures if the person using the
aid clears the security system without
activating it. Provided, That this paragraph
shall not prohibit security personnel from
examining a mobility aid or assistive device
which, in their judgment, may conceal a
weapon or other prohibited item. Security
searches of qualified individuals with a
disability whose aids activate the security
system shall be conducted in the same manner
as for other passengers. Private security
screenings shall not be required for qualified
individuals with a disability to a greater
extent, or for any different reason, than for
other passengers.
(b) Except as provided in paragraph (c) of
this section, if a qualified individual with a
disability requests a private screening in a
timely manner, the carrier shall provide it in
time for the passenger to enplane.
(c) If a carrier employs technology that can
conduct an appropriate screening of a
passenger with a disability without
necessitating a physical search of the person,

the carrier is not required to provide a private
screening.
§ 382.51 Communicable diseases.
(a) Except as provided in paragraph (b) of
this section, a carrier shall not take any of the
following actions, with respect to a person
who is otherwise a qualified individual with a
disability, on the basis that the individual has
a communicable disease or infection:
(1) Refuse to provide transportation to the
person;
(2) Require the person to provide a medical
certificate; or
(3) Impose on the person any condition,
restriction, or requirement not imposed on
other passengers.
(b)(1) The carrier may take the actions
listed in paragraph (a) of this section with
respect to an individual who has a
communicable disease or infection only if the
individual’s condition poses a direct threat to
the health or safety of others.
(2) For purposes of this section, a 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 by the provision of auxiliary
aids or services.
(3) In determining whether an individual
poses a direct threat to the health or safety of
others, a carrier must make an individualized
assessment, based on reasonable judgment
that relies on current medical knowledge or
on the best available objective evidence, to
ascertain: the nature, duration, and severity of
the risk; that the potential harm to the health
and safety of others will actually occur; and
whether reasonable modifications of policies,
practices, or procedures will mitigate the risk.
(4) In taking actions authorized under this
paragraph, carriers shall select the alternative,
consistent with the safety and health of other
persons, that least restrictive from the point of
view of the passenger with the communicable
disease. For example, the carrier should not
refuse to provide transportation to an
individual if provision of a medical certificate
or reasonable modifications to practices,
policies, or procedures will mitigate the risk
of communication of the disease to others to
extent that would permit the individual to
travel.
(5) If an action authorized under this
paragraph results in the postponement of a

passenger’s travel, the carrier shall permit the
passenger to travel at a later time (up to 90
days from the date of the postponed travel) at
the fare that would have applied to the
passenger’s originally scheduled trip without
penalty or at the passenger’s discretion,
provide a refund for any unused flights,
including return flights.
(6) Upon the passenger’s request, the
carrier shall provide to the passenger a written
explanation of any action taken under this
paragraph within 10 days of the request.
(c) If a qualified individual with a disability
with a communicable disease or infection of
the kind described in paragraph (b) of this
section presents a medical certificate to the
carrier, as provided in § 382.53(c)(2), the
carrier shall provide transportation to the
individual, unless it is not feasible for the
carrier to implement the conditions set forth
in the medical certificate as necessary to
prevent the transmission of the disease or
infection to other persons in the normal
course of a flight.
[Amdt. 6, 61 FR 56423, Nov. 1, 1996]

§ 382.53 Medical certificates.
(a) Except as provided in this section, a
carrier shall not require a person who is
otherwise a qualified person with a disability
to have a medical certificate as a condition for
being provided transportation.
(b)(1) A carrier may require a medical
certificate for a qualified individual with a
disability -(i) Who is traveling in a stretcher or
incubator;
(ii) Who needs medical oxygen during a
flight, as provided in 14 CFR 121.574; or
(iii) Whose medical condition is such that
there is reasonable doubt that the individual
can complete the flight safely, without
requiring extraordinary medical assistance
during the flight.
(2) For purposes of this paragraph, a
medical certificate is a written statement from
the passenger’s physician saying that the
passenger is capable of completing a flight
safely, without requiring extraordinary
medical assistance during the flight.
(c)(1) If a qualified individual with a
disability has a communicable disease or
infection of the kind described in § 382.51(b),
a carrier may require a medical certificate.

11

(2) For purposes of this paragraph, a
medical certificate is a written statement from
the passenger’s physician saying that the
disease or infection would not, under the
present conditions in the particular
passenger’s case, be communicable to other
persons during the normal course of a flight.
The medical certificate shall state any
conditions or precautions that would have to
be observed to prevent the transmission of the
disease or infection to other persons in the
normal course of a flight. It shall be dated
within ten days of the date of the flight for
which it is presented.
§ 382.55 Miscellaneous provisions.
(a) Carriers shall permit dogs and other
service animals used by persons with a
disability to accompany the persons on a
flight.
(1) Carriers shall accept as evidence that an
animal is a service animal identification cards,
other written documentation, presence of
harnesses or markings on harnesses, tags, or
the credible verbal assurances of the qualified
individual with a disability using the animal.
(2) Carriers shall permit a service animal to
accompany a qualified individual with a
disability in any seat in which the person sits,
unless the animal obstructs an aisle or other
area that must remain unobstructed in order to
facilitate an emergency evacuation.
(3) In the event that special information
concerning the transportation of animals
outside the continental United States is either
required to be or is provided by the carrier,
the information shall be provided to all
passengers traveling with animals outside the
continental United States with the carrier,
including those traveling with service
animals.
(b) Carriers shall not require qualified
individuals with a disability to sit on blankets.
(c) Carriers shall not restrict the movements
of persons with a disability in terminals or
require them to remain in a holding area or
other location in order to be provided
transportation, to receive assistance, or for
other purposes, or otherwise mandate separate
treatment for persons with a disability, except
as permitted or required in this part.

that are required by this part to be provided to
qualified individuals with a disability.
§§ 382.59 [Reserved]

whose employment in any given position
commences after the date the carrier’s
program is established under § 382.63, before
they assume their duties; and

§ 382.61 Training.

(iv) For other personnel whose employment
in any given position commences after the
date the carrier’s program is established under
§ 382.63, within 60 days of the date on which
they assume their duties.

(a) Each carrier which operates aircraft
with more than 19 passenger seats shall
provide training, meeting the requirements of
this paragraph, for all its personnel who deal
with the traveling public, as appropriate to the
duties of each employee.

(5) Each carrier shall ensure that all
personnel required to receive training receive
refresher training on the matters covered by
this section, as appropriate to the duties of
each employee, as needed to maintain
proficiency.

(1) The carrier shall ensure training to
proficiency concerning:

(6) Each carrier shall provide, or require its
contractors to provide, training to the
contractors’ employees concerning travel by
persons with a disability. This training is
required only for those contractor employees
who deal directly with the traveling public at
airports, and it shall be tailored to the
employees’ functions. Training for contractor
employees shall meet the requirements of
paragraphs (a)(1) through (a)(5) of this
section.

SUBPART D -- ADMINISTRATIVE
PROVISIONS

(i) The requirements of this part and other
DOT or FAA regulations affecting the
provision of air travel to persons with a
disability; and
(ii) The carrier’s procedures, consistent
with this part, concerning the provision of air
travel to persons with a disability, including
the proper and safe operation of any
equipment used to accommodate passengers
with a disability.
(2) The carrier shall also train such
employees with respect to awareness and
appropriate responses to persons with a
disability, including persons with physical,
sensory, mental, and emotional disabilities,
including how to distinguish among the
differing abilities of individuals with a
disability.
(3) The carrier shall consult with
organizations representing persons with
disabilities in developing its training program
and the policies and procedures concerning
which carrier personnel are trained.
(4) The carrier shall ensure that personnel
required to receive training shall complete the
training by the following times:
(i) For crewmembers subject to training
required under 14 CFR part 121 or 135, who
are employed on the date the carrier’s
program is established under § 382.63, as part
of their next scheduled recurrent training;

§ 382.57 Charges for accommodations
prohibited.

(ii) For other personnel employed on the
date the carrier’s program is established under
§ 382.63, within 180 days of that date;

Carriers shall not impose charges for
providing facilities, equipment, or services

(iii) For crewmembers subject to training
requirements under 14 CFR part 121 or 135

(7) Current employees of each carrier
designated as complaints resolution officials,
for purposes of § 382.65 of this part, shall
receive training concerning the requirements
of this part and the duties of a complaints
resolution official within 60 days of the
effective date of this part (i.e., by June 4,
1990). Employees subsequently designated as
complaints resolution officers shall receive
this training before assuming their duties
under § 382.65. All employees performing the
complaints resolution official function shall
receive annual refresher training concerning
their duties and the provisions of this
regulation.
(b) Each carrier operating only aircraft with
19 or fewer passenger seats shall provide
training for flight crewmembers and
appropriate personnel to ensure that they are
familiar with the matters listed in paragraphs
(a)(1) and (a)(2) of this section and comply
with the requirements of this part.
§ 382.63 Carrier programs.
(a)(1) Each carrier that operates aircraft
with more than 19 passenger seats shall
establish and implement, within 180 days of
the effective date of this part (i.e., by
October 2, 1990), a written program for
carrying out the requirements of this part.

12

(2) Carriers are not excused from
compliance with the provisions of this part
during the 180 days before carrier programs
are required to be established.
(b) The program shall include the following
elements:
(1) The carrier’s schedule for training its
personnel in compliance with § 382.61;
(2) The carrier’s policies and procedures
for accommodating passengers with a
disability consistent with the requirements of
this part.
(c)(1) Major and National carriers (as
defined in the DOT publication Air Carrier
Traffic Statistics), and every U.S. carrier that
shares the designator code of a Major or
National carrier (as described in 14 CFR
399.88), shall submit their program to the
Department for review within 180 days of the
effective date of this part (i.e., by October 2,
1990).
(2) The Department shall review each
carrier’s program, which the carrier shall
implement without further DOT action at the
time it is submitted to the Department.
(3) If the Department determines that any
portion of a carrier’s plan must be amended,
or provisions added or deleted, in order for
the carrier to comply with this part, DOT will
direct the carrier to make appropriate changes.
The carrier shall incorporate these changes
into its program and implement them.
(d) Other carriers shall maintain their
programs on file, and shall make them
available for review by the Department on the
Department’s request. If, upon such review,
the Department determines that any portion of
a carrier’s plan must be amended, or
provisions added or deleted, in order for the
carrier to comply with this part, DOT will
direct the carrier to make appropriate changes.
The carrier shall incorporate these changes
into its program and implement them.
§ 382.65 Compliance procedures.
(a) Each carrier providing scheduled
service shall establish and implement a
complaint resolution mechanism, including
designating one or more complaints resolution
official(s) (CRO) to be available at each
airport which the carrier serves.
(1) The carrier shall make a CRO available
to any person who complains of alleged
violations of this part during all times the
carrier is operating at the airport.

(2) The carrier may make the CRO
available via telephone, at no cost to the
passenger, if the CRO is not present in person
at the airport at the time of the complaint. If a
telephone link to the CRO is used, TDD
service shall be available so that persons with
hearing impairments may readily
communicate with the CRO.

(1) A carrier is not required to respond to a
complaint postmarked more than 45 days after
the date of the alleged violation.
(2) A written complaint shall state whether
the complainant has contacted a CRO in the
matter, the name of the CRO and the date of
the contact, if available, and include any
written response received from the CRO.

(3) Each CRO shall be thoroughly familiar
with the requirements of this part and the
carrier’s procedures with respect to
passengers with a disability.

(3) The carrier shall make a dispositive
written response to a written complaint
alleging a violation of a provision of this part
within 30 days of its receipt.

(4) Each CRO shall have the authority to
make dispositive resolution of complaints on
behalf of the carrier.

(i) If the carrier agrees that a violation has
occurred, the carrier shall provide to the
complainant a written statement setting forth a
summary of the facts and what steps, if any,
the carrier proposes to take in response to the
violation.

(5) When a complaint is made to a CRO,
the CRO shall promptly take dispositive
action as follows:
(i) If the complaint is made to a CRO
before the action or proposed action of carrier
personnel has resulted in a violation of a
provision of this part, the CRO shall take or
direct other carrier personnel to take action, as
necessary, to ensure compliance with this
part. Provided, That the CRO is not required
to be given authority to countermand a
decision of the pilot-in-command of an
aircraft based on safety.
(ii) If an alleged violation of a provision of
this part has already occurred, and the CRO
agrees that a violation has occurred, the CRO
shall provide to the complainant a written
statement setting forth a summary of the facts
and what steps, if any, the carrier proposes to
take in response to the violation.
(iii) If the CRO determines that the
carrier’s action does not violate a provision of
this part, the CRO shall provide to the
complainant a written statement including a
summary of the facts and the reasons, under
this part, for the determination.
(iv) The statements required to be provided
in paragraph (a)(5) of this section shall inform
the complainant of his or her right to pursue
DOT enforcement action under this section.
This statement shall be provided in person to
the complainant at the airport if possible;
otherwise, it shall be forwarded to the
complainant within 10 calendar days of the
complaint.
(b) Each carrier shall establish a procedure
for resolving written complaints alleging
violation of the provisions of this part.

(ii) If the carrier denies that a violation has
occurred, the response shall include a
summary of the facts and the carrier’s
reasons, under this part, for the determination.
(iii) The statements required to be provided
in paragraph (b)(3) of this section shall inform
the complainant of his or her right to pursue
DOT enforcement action under this section.
(c) Any person believing that a carrier has
violated any provision of this part may
contact the following office for assistance:
Department of Transportation, Aviation
Consumer Protection Division, 400 7th Street,
SW., Washington, DC 20590, (202) 3662220.
(d) Any person believing that a carrier has
violated any provision of this part may file a
formal complaint under the applicable
procedures of 14 CFR part 302.
§ 382.70 Disability-related complaints
received by carriers.
(a) For the purposes of this section, a
disability-related complaint means a specific
written expression of dissatisfaction received
from, or submitted on behalf, of an individual
with a disability concerning a difficulty
associated with the person’s disability, which
the person experienced when using or
attempting to use an air carrier’s or foreign air
carrier’s services.
(b) This section applies to certificated U.S.
carriers and foreign air carriers operating to,
from, and in the United States, conducting
passenger operations with at least one aircraft
having a designed seating capacity of more
than 60 passengers. Foreign air carriers are

13

covered by this section only with respect to
disability-related complaints associated with
any flight segment originating or terminating
in the United States.
(c) Carriers shall categorize disabilityrelated complaints that they receive according
to the type of disability and nature of
complaint. Data concerning a passenger’s
disability must be recorded separately in the
following areas: vision impaired, hearing
impaired, vision and hearing impaired,
mentally impaired, communicable disease,
allergies (e.g., food allergies, chemical
sensitivity), paraplegic, quadriplegic, other
wheelchair, oxygen, stretcher, other assistive
device (cane, respirator, etc.), and other
disability. Data concerning the alleged
discrimination or service problem related to
the disability must be separately recorded in
the following areas: refusal to board, refusal
to board without an attendant, security issues
concerning disability, aircraft not accessible,
airport not accessible, advance notice dispute,
seating accommodation, failure to provide
adequate or timely assistance, damage to
assistive device, storage and delay of assistive
device, service animal problem,
unsatisfactory information, and other.
(d) Carriers shall submit an annual report
summarizing the disability-related complaints
that they received during the prior calendar
year using the form specified in Appendix A
to this Part. The first report shall cover
complaints received during calendar year
2004 and shall be submitted to the
Department of Transportation by January 25,
2005. Carriers shall submit all subsequent
reports on the last Monday in January of that
year for the prior calendar year. All
submissions must be made through the World
Wide Web except for situations where the
carrier can demonstrate that it would suffer
undue hardship if it were not permitted to
submit the data via paper copies, disks, or
email, and DOT has approved an exception.
All fields in the form must be completed;
carriers are to enter ‘‘0’’ where there were no
complaints in a given category. Each annual
report must contain the following certification
signed by an authorized representative of the
carrier: ‘‘I, the undersigned, do certify that
this report has been prepared under my
direction in accordance with the regulations in
14 CFR Part 382. I affirm that, to the best of
my knowledge and belief, this is a true,
correct, and complete report.’’ Electronic
signatures will be accepted.
(e) Carriers shall retain correspondence and
record of action taken on all disability-related
complaints for three years after receipt of the
complaint or creation of the record of action

taken. Carriers must make these records
available to Department of Transportation
officials at their request.
(f)(1) In a code-share situation, each carrier
shall comply with paragraphs (c) through (e)
of this section for—
(i) Disability-related complaints it receives
from or on behalf of passengers with respect
to difficulties encountered in connection with
service it provides;
(ii) Disability-related complaints it receives
from or on behalf of passengers when it is
unable to reach agreement with its code-share
partner as to whether the complaint involves
service it provides or service its code-share
partner provides; and
(iii) Disability-related complaints
forwarded by another carrier or governmental
agency with respect to difficulties
encountered in connection with service it
provides.
(2) Each carrier shall also forward to its
code-share partner disability-related
complaints the carrier receives from or on
behalf of passengers with respect to
difficulties encountered in connection with
service provided by its code-sharing partner.
(g) Each carrier, except for carriers in codeshare situations, shall comply with paragraphs
(c) through (e) of this section for disabilityrelated complaints it receives from or on
behalf of passengers as well as disabilityrelated complaints forwarded by another
carrier or governmental agency with respect
to difficulties encountered in connection with
service it provides.
(h) Carriers that do not submit their data
via the Web shall use the disability-related
complaint data form specified in appendix A
to this part when filing their annual report
summarizing the disability-related complaints
they received. The report shall be mailed, by
the dates specified in paragraph (d) of this
section, to the following address: U.S.
Department of Transportation, Aviation
Consumer Protection Division, 400 7th Street,
SW., Room 4107, C–75, Washington, DC
20590.
[Source: 68 FR 40488, July 8, 2003]

Appendix A – Disability Complaint Reporting Form
Name of Carrier: __________________________

Submission Date: __________________________

Contact Person:

Period of Data Collection: _____________________

Name: _________________________________________________________________________________________
Telephone # (include country code if outside the U.S.): __________________________________________________
Email address:
_________________________________________________________________________________
Mailing address: __________________________________________________________________________________

Total number of complaints (i.e., incidents): __________________________

REPORT OF DISABILITY-RELATED COMPLAINT DATA

Vision
Impaired

Refusal
To Board
Passenger
Refusal to
Board w/o
Attendant
Security
Issues
Regarding
Disability
Aircraft
Not
Accessible
Airport
Not
Accessible
Advance
Notice
Dispute

Hearing
Impaired

Vision &
Hearing
Impaired

Paraplegic

Quadriplegic

Other
wheelchair

Oxygen

Stretcher

Other
Disability

Other Assistive
Device

Mentally
Impaired

Communicable
Disease

Allergies

15

Seating
Accommodation
Failure to
Provide
Assistance
Damage to
Assistive
Device
Storage
and Delay
of
Assistive
Device
Service
Animal
Problem
Unsatisfactory Info
Other

Certification Statement: I, the undersigned, do certify that this report has been prepared under my direction in accordance with the
regulations in 14 CFR Part 382. I affirm that, to the best of my knowledge and belief, this is a true, correct, and complete report
Signature: _______________________________________________

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