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Complaints and regulatory reference

Federal regulations and complaints regarding discriminatory treatment

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. 

Hong Kong and worldwide 

Cathay Pacific Airways Ltd
5/F, South Tower, Cathay Pacific City
8 Scenic Road, Hong Kong International Airport
Lantau Island, Hong Kong

Fax: (852) 25960825

United States

Cathay Pacific Airways Ltd
360 Post Street, Suite 300 San Francisco,
CA 94108 USA

India

Cathay Pacific Airways Ltd
2, Brady Gladys Plaza
1st Floor 1/447 Senapati Bapat Marg, Lower Parel Mumbai 400 013

Fax: (91) 22 24936026

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

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 the following airports – Hong Kong International, Vancouver International, San Francisco International, Los Angeles International, Chicago O’Hare International and John F Kennedy International.
  • 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.