Air Carrier Access Act
Air Carrier Access Act
Anyone with a disability who flies with us is protected by the Airline Passengers with Disabilities Bill of Rights under the Air Carrier Access Act (ACAA). But what does that actually mean?
What the ACAA is
The ACAA is a federal statute passed in 1986 to ensure people with disabilities can fly easily and without facing discrimination. 14 CFR Part 382 outlines how airlines should implement this statute.
In 2021, the Airline Passengers with Disabilities Bill of Rights was released. This document summarizes the ACAA and part 382 so people can easily understand their rights.
1: The right to be treated with dignity and respect
We can’t discriminate against you because of your disability. This means we can’t refuse to let you on the plane, we can’t force you to use additional accessibility services we provide if you don’t want them, and we can’t make you follow a different set of policies.
But we can still ask you to let us know if you have a disability, to provide documentation to fly with certain equipment, to check-in early and to pre-board.
1: The right to be treated with dignity and respect
We can’t discriminate against you because of your disability. This means we can’t refuse to let you on the plane, we can’t force you to use additional accessibility services we provide if you don’t want them, and we can’t make you follow a different set of policies.
But we can still ask you to let us know if you have a disability, to provide documentation to fly with certain equipment, to check-in early and to pre-board.
2: The right to receive information about our services and aircraft capabilities and limitations
We must provide you easy access to information about the plane you’re flying on and the services we provide.
Our app also has interactive airport maps for all the airports we fly to. These can help you find wheelchair service areas, service animal relief areas, gates, bathrooms and more.
3: The right to receive information in an accessible format
Our website and app must be accessible, even if you use screen readers, Braille keyboards, switch devices and more. Our kiosks at the airport must also be accessible.
Learn more about how we’ve done this:
If you have a visual or auditory disability, we also must give you equal access to information at the airport and on the plane.
4: The right to accessible airport facilities
We must work with the airports we fly out of to make sure they’re usable by people with disabilities. For us, that means the path between the gate and boarding area has to be accessible. In the rare cases where boarding is not accessible, such as a flight requiring stairs to board the plane, we must provide ramps or lifts. We also work with airports to make sure there are service animal relief areas in the terminals we use.
View maps of the airports we fly to the most.
Download the app to see maps of our most popular airports.
Download the app to see maps of our most popular airports.
5: The right to assistance at airports
We must provide accessibility services to anyone with a disability that self-identifies in advance through our website or app, or after arriving at the airport. This includes help getting to and from your gate, getting to the bathroom in the airport, and help finding a service animal relief area.
We can’t force you to use a service you don’t want. For example, if you’re blind and request an escort to your gate your escort may arrive with a wheelchair for you to use. Even if you refuse the wheelchair, we will still walk with you to your gate.
6: The right to assistance on the aircraft
We must give anyone with a disability who self-identifies at the gate the opportunity to pre-board. We must also provide help boarding and leaving the plane if you need it. This includes getting to and from the bathroom as well as storing and accessing your carry-on items.
However, we will not assist you inside the bathroom. We also will not distribute medication or feed you. If you need help with these things, or help following crew instructions on your flight, you can fly with a family member, friend or caregiver who can help.
7: The right to travel with an assistive device or service animal
We must let you to bring assistive devices with you in addition to your carry-on bag for free.
This includes:
8: The right to receive seating accommodations
We must give you a more accessible seat in the same cabin you bought your ticket in if:
You need to use an aisle wheelchair to board the plane and need a seat in a row with a movable aisle armrest.
You have a service animal that is more easily accommodated in a bulkhead or larger seat.
You have a fused or immobilized leg and need more legroom.
You have a caregiver or companion on the same flight as you and need them to sit next to you.
9: The right to accessible aircraft features
We must have movable aisle armrests on at least half of our aisle seats. We also must prioritize storing wheelchairs that can fit in the cabin, rather than in cargo on planes with over 100 seats. There must be one accessible bathroom on all planes that have more than one aisle, and an onboard wheelchair to help wheelchair users access that bathroom when needed.
10: The right to resolution of a disability related issue
A Complaint Resolution official (CRO) is a specially trained employee that helps us make sure we’re in compliance with this bill of rights and our own policies. We must have a CRO available when needed to help resolve any accessibility issues at the airport. This can be in person or over the phone.
We’re also required to respond to any disability issues in writing within 30 days, as long as it was reported to us within 45 days of the incident occurring.
In addition to this, you can also submit complaints about your travel experience to the airport, the Federal Aviation Administration (FAA) or the Department of Justice (DOJ).
Get a copy
If you’d like a copy of the ACAA in an accessible format, you can request one from the Department of Transportation through one of the methods below.
Office of Aviation Consumer Protection
U.S. Dept. of Transportation
1200 New Jersey Ave., SE
Washington, D.C. 20590
