Complaints and regulatory reference

Complaints

If you believe that you have experienced discriminatory treatment under any of the applicable regulations (examples are listed below), please write to us through the Online Feedback Form or by letter or fax to the relevant region. 

For non-disability related concerns, please contact our Customer Care.

Regulation:

1. United States Air Carrier Access Act of 1986, as amended, implemented by US Department of Transportation (USDOT) Regulation 14 CFR Part 382 - Nondiscrimination on the Basis of Disability in Air Travel; (Please address correspondence to Complaints Resolution Official)
   
2. European Council Regulation (EC) No.1107/2006 - regulation on the rights of passenger with disability and passenger with reduce mobility
   
3. India's Civil Aviation Requirement (CAR), Section 3 - Air Transport, Series " M", Part 1, Issue III. DGCA

US federal regulations

The US Department of Transport has released a bill of rights on the ‘non-discrimination on the basis of disability in air travel’. As a supporter of this bill, Cathay Pacific want to ensure you have access to this information. You may take a look and obtain your own copy in the following ways:

• Online: Visit the Aviation Consumer Protection Division’s website on www.airconsumer.ost.dot.gov
• At the airport: We have copies of the bill to view on request at – Hong Kong International Airport , Vancouver International Airport and all airports in the United States of America that Cathay Pacific operates to.
• On the phone: You can make calls from within the United States via the toll-free hotline at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY). Alternatively, call the Aviation Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY).
• Via mail: Send mail to the Aviation Consumer Protection Division, C-75, U.S. Department Of Transportation, 1200 New Jersey Avenue, SE, West Building, Room W 96-432, Washington, DC 20590

EU regulations

You may view Regulation (EC) No.1107/2006 from the European Parliament and the Council concerning the rights of disabled persons and persons with reduced mobility when travelling by air on their website.