What is a CRO. …(no, it is not a black bird that sits on telephone wires).
A CRO, also known as a Complaint Resolution Official, is a person that works for the airlines that is an expert in, and in dealing with, the Air Carrier Access Act, also known as ACAA or Part 382.
This leads to question number two, what is the ACAA and what does it mean to me?
OK, let’s start with what a lot of people know of the ADA or American With Disabilities Act, which prohibits businesses in the United States from discriminating on the basis of a disability and providing equal access to all of those covered under its huge umbrella.
Airlines and airports have some specific challenges in the services that they provide to the traveling public. The Air Carrier Access Act was a way to basically spell out the rules (in place of the ADA) as it pertains to airlines and airports regarding passengers with disabilities.
What does this actually mean to me, you may be asking…
It means that the airlines are required to assist guests with disabilities in overcoming challenges at the same level as a person without a disability. For example, they will provide wheelchair service to those that have difficulty walking long distances within the airport terminal. It is for assistance from within the terminal, in between flights, NOT to take the guest all the way to their car or pick them up at their car (outside the terminal). It is only curb service! It’s not a babysitting service, it does include taking you to the restroom, but does not include assisting you or travelers in using the restroom. For someone who is visually impaired they will provide a guide or directions. For someone who is hearing-impaired they will arrange to have in writing announcements or other information necessary. 
Service animals, another subject covered under the ACAA, must be accommodated on an aircraft to a certain degree..The keyword here is ‘service’. What ‘service’ is the animal providing for you? A legitimate service animal assists with what is known as ADLs, also known as activities of daily living. Some examples of this would be a seeing-eye dog providing vision assistance, an alert dog telling a hearing-impaired individual that he hears something, or telling a diabetic that it’s time to take his or her insulin for low blood sugar. The service animal must be trained to not interact with the public in general. This is NOT an excuse to bring a well-trained or beloved pet on the plane and claim it is a service animal.
These are just a few specific examples of what a CRO assists with. In general, if you need help, ask for it. If you don’t need help, decline the extra assistance. If you need help and don’t get it, ask for a supervisor. If your issue is related to requiring assistance for your disability and needs to be further escalated for resolution, then ask for the CRO! That’s with the CRO is there for–to deal with issues and following the law as it pertains to passengers with disabilities!
–Sean Schultz / Dream Vacations Vacation Specialist
