Passengers
Everything You Need To Know

Accessibility

The City of Charlotte and Charlotte Douglas International Airport (CLT) are committed to ensuring equity, inclusion, and accessibility for all. CLT continues to modify its facilities, programs, policies, and practices, as necessary, to ensure access is provided.

CLT is committed to providing accessible facilities for all passengers, employees, and other members of the public, including individuals with disabilities and members of the underserved community. Furthermore, CLT affirms its commitment to equal opportunity and non-discrimination in employment in addition to all services available to the public.

No person on the basis of race, color, national origin, disability, age, religion, or sex shall be excluded from participation in, or be denied benefits of, or otherwise be subject to discrimination of services, programs, and employment provided by Charlotte Douglas International Airport and its contracting agencies.

Requesting a Wheelchair at CLT

Wheelchairs are controlled by the airlines, not the Airport. Please contact your airline immediately for ALL special assistance needs.

Due to an increase in demand for wheelchair service, advance notification to the airline at least 24 hours before your trip is strongly advised. Passengers in need of wheelchair service also are advised to arrive early or factor in extra time for your CLT layover.

When traveling through CLT...

• Contact your airline prior to travel for wheelchairs, passenger loading lifts, personal assistance throughout a connection or escort assistance for minors.

• Inform the security checkpoint screener of any disability or if you have special equipment that cannot go through an x-ray inspection.

• TTY/TDD is available at the Airport Services Counter and Visitor Info Center. 24/7 assistance is available by calling 704.359.4837 from any TTY/DDD.

• Visual messaging and paging are located on flight information monitors and visual display screens throughout the terminal.

• All restrooms are accessible. Family restrooms are located near Gates A6, A24, B4, C7, D5, E5, E15, The Plaza near the corner of Concourses D and E, and Arrivals/Baggage Claim Zones B and E.

• Adult Changing Stations are centrally located in family restrooms in the terminal near Gates A6 and C7.

• Service Animal/Pet Relief Areas are located inside the terminal (post-security) on the A/B Connector (near Checkpoint A), on the Concourse A Connector (between Gates A1 and A13 and between Gates A21 and A29), in the restroom corridor near the corner of Concourses D and E across from Checkpoint E, and on Concourse E under the stairs. An indoor Service Animal/Pet Relief Area also is located in Baggage Claim (pre-security, lower level) between Zone D and Zone E on the back wall behind the bag carousel.

• Handicap parking is available in all CLT decks/lots, and accessible shuttles run continuously. If assistance is needed, please call 704.359.4038. If you wish to park your vehicle and escort a disabled passenger into the terminal, it is recommended that you park in the Hourly Deck in front of the terminal. The first hour of parking in the Hourly Deck is free.

• Customers in need of emergency and non-emergency assistance have a new device available to them. The Airport's Hourly Deck, Daily Decks and Express Deck (formerly Business Valet) now have call stations located at each point of entry and exit. These call stations, which are bright blue with a corresponding blue light over each, allow anyone to call for help during an emergency. To use, push the red button that reads "PRESS FOR HELP" for emergency situations or push the black button labeled "INFO" for non-emergency situations, such as automobile assistance. The planned three-year project required extensive installation of underground cables, electrical wires, data infrastructure and a thorough testing period. Work is currently underway on the next installation phase CLT's parking facilities.

• Contact TSA Cares, the hotline for people with special assistance needs. Call a week or more before you plan to fly for questions about screening procedures or for assistance at a security checkpoint.

For general questions, please email: adacoordinator@cltairport.com

Hidden Disabilities Sunflower Program

Not all disabilities are visible - some are not immediately obvious, such as autism, chronic pain, dementia, anxiety, visual or hearing impairment. Living with a hidden disability can make daily life more challenging for many people, but it can be difficult for others to recognize, acknowledge or understand the challenges you face.

Charlotte Douglas International Airport is proud to partner with the Hidden Disabilities Sunflower organization to make CLT more accessible for passengers with hidden disabilities. Since June 30, 2021, passengers can request sunflower-branded items at the terminal. These items discreetly indicate to stakeholders around CLT, including staff, Airport partners and health professionals, that they may need additional support, help or a little more time.

For more information, please go to cltairport.com/sunflower

Grievance Procedure under Title II, The Americans Disability Act & Title VI of the Civil Rights Act of 1964

Title II of the Americans with Disabilities Act (ADA) & Title VI of the Civil Rights Act of 1964 requires that public entities adopt and publish grievance procedures to assure the prompt and equitable resolution of complaints. The purpose of this grievance procedure is to resolve as promptly as possible any problems, complaints, or conflicts related to the City’s ADA & Title VI compliance without the need for the complainant to resort to other remedies available under the law.

Grievance Procedure Summary for both Title II & Title VI

Title II of the Americans with Disabilities Act (ADA) & Title VI of the Civil Rights Act of 1964 requires that public entities adopt and publish grievance procedures to assure the prompt and equitable resolution of complaints. The purpose of this grievance procedure is to resolve as promptly as possible any problems, complaints, or conflicts related to the City’s ADA & Title VI compliance without the need for the complainant to resort to other remedies available under the law.

If an individual believes they have been subjected to discrimination, a complaint must be submitted in writing as soon as possible, but no later than 60 days after the alleged violation to:

Liz Erhartic
704-589-6594
Elizabeth.erhartic@cltairport.com

Learn more information about the City of Charlotte's Americans with Disabilities (ADA) Title II Accommodations

CLT Airport Title VI Discrimination Notice