Accessible Travel To/From the USA
Traveling with disabilities to/from the USA
If you are a passenger with special needs, we are here to provide you with the assistance to make your journey as seamless as possible. Lufthansa will not refuse transportation to any individual on the basis of a disability.
More information about traveling with disabilities to/from the USA
Reporting Accessibility Issues to a US Department of Transportation Complaint Resolution Official
In the event of problems during your trip with Edelweiss, please ask our crew members or ground staff if you can speak with a complaint resolution official (CRO).
With their specialist training, our CROs have the sensitivity and knowledge required and are familiar with all applicable Federal Aviation Administration regulations and laws, those of the Department of Transportation, the Air Carrier Access Act, and the Americans with Disabilities Act. They will be happy to deal with your concerns.
CROs are available during operating hours at all our US destinations and in Zurich.
If you think that Edelweiss has violated any provision of Section 14, Code of Federal Regulations, Part 382, you can file an official complaint in accordance with the relevant procedure in Section 14 CFR Part 382.65 via the following channels:
By post:
Air Consumer Protection Division/C-75
U.S. Department of Transportation
1200 New Jersey Ave., SE
West Building, Room W96-432,
Washington, D.C. 20590
1-202-366-2220 (voice call)
1-202-366-0511 (relay service)
Online:
Aviation Consumer Protection Division
US Department of Transportation hotline for people with disabilities:
If you have a time-sensitive issue with the service on your flight in connection with your disability that requires immediate attention, call 1-800-778-4838 (voice call) or 1-800-455-9880 (relay service) for support. This hotline is available between 7:00 a.m. and 5:00 p.m. EST from Monday to Friday.
Consult the full regulations in Part 382
If you require more detailed information, you can download a copy of Part 382 under the following link.