US DoT 14 Code of Federal Regulations (CFR) Part 382 Final Ruling - Non Discrimination on the Basis of Disability in Air Travel

The Air Carrier Access Act (ACAA, 49 U.S.C. 41705) prohibits discrimination by U.S. and foreign air carriers on the basis of physical or mental disability. The Department of Transportation, in interpreting and implementing the ACAA, has issued a rule (14 CFR Part 382) setting forth the standards of service which air carriers are expected to provide to disabled individuals.

Virgin Australia is an applicable ‘foreign carrier’, operating flights to and from the United States.

The purpose of the US DoT CFR Part 382 Final Ruling, 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.

Read the 14 CFR Part 382 Rules in effect.

If you would like a copy of 14 CFR Part 382 in accessible format, you can obtain one from the US DoT by contacting them on the below details.

Complaints Resolution Official (CRO)

If a guest has an immediate concern about discrimination, accommodation or services provided, Virgin Australia has trained Complaints Resolution Officials available to assist you. To ensure our standards are consistent and for the protection of your rights, you may ask to speak with a CRO at any time.

Our CROs are specially trained in accordance with the US DoT guidelines and are available at all Virgin Australia International Airports. If a CRO is not present to speak to in person, we also have CROs available through the Guest Contact Centre. View our contact detail information, including alternative relay services.

Contact details for the US DoT

Phone Calls made from within the United States:
Toll-Free Hotline for Air Travellers with Disabilities:
1-800-778-4838 (voice) or 1-800-455-9880 (TTY)
Calls made from all other countries:
Aviation Consumer Protection Division at
(+1) 202-366-2220 (voice) or (+1) 202-366-0511 (TTY)
Mail Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590
Website Visit the Aviation Consumer Protection Division's website