Originally Posted by alanc
Yes - thank you and all who have responded here. Since when I phoned a second time they just quoted the answer I'd been given the first time, I've tried an e-mail to customer services. So far, I'm still waiting for an answer but I'll let you know what they say when I get one.
Thanks again!
Alan
Coming in late here, but for the general benefit, another ACAA section:
§ 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.
(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.
I've had some success by saying I'd rather get an answer ahead of time rather than complaining after the fact. In any event, don't wait until you're on board - ask for a CRO to be brought in as soon as a problem is evident.
It can be hard to get good solutions in the rush of boarding, but as soon as you checkin the CRO path should be ready to help. Take advantage of all the extra time we need to allow at the airport.