The City of Charlotte and Charlotte Douglas International Airport (CLT) are committed to promoting the quality of opportunity for all. CLT continues to modify its facilities, programs, policies, or 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.
Wheelchairs are controlled by the airlines, not the Airport. Contact your airline immediately for ALL special assistance needs. Advance notification to the airline of more than 24 hours is advised.
If an individual believes he or she has been subjected to discrimination, he or she should contact Diane D. Carter, the ADA Director for Charlotte Douglas International Airport at 704-359-4630 or 704-359-4837(TTY), or email ADACoordinator@cltairport.com.
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 is located on flight information monitors and visual display monitors throughout the terminal.
• All restrooms are accessible. Family restrooms are located near gates A6, A24, B4, C7, D5, E5, E15 and Arrivals/Baggage Claim Zones B and E.
• 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-A13 and A21-A29) and on Concourse D near Original Rum Bar and Grill. Areas are also located outside the terminal (pre-security) at the ends (west and east) on the Arrivals/Baggage Claim level.
• 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. Emergency call stations are being phased in all CLT parking facilities. The Airport's Hourly Deck now has call stations located at each point of entry and exit. These call stations, colored in bright blue with a corresponding blue light over each, allow anyone to call for help during an emergency situation. 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 and data infrastructure, as well as a thorough testing period. Work is currently underway for the next phase of installation in CLT's additional 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.
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Grievance Procedure under Title II, The Americans with Disabilities Act
Title II of the Americans with Disabilities Act (ADA) requires that public entities adopt and publish grievance procedures to assure the prompt and equitable resolution of complaints. The purpose of this ADA grievance procedure is to resolve as promptly as possible any problems, complaints, or conflicts related to the City’s ADA compliance without the need for the complainant to resort to other remedies available under the law.
Grievance Procedure Summary
If a grievant believes he or she has been discriminated against on the basis of a disability, the grievant should submit a written complaint containing information about the alleged discrimination, including the name, address and phone number of the grievant and location, date and description of the problem.
The complaint should be submitted as soon as possible but no later than 60 days after the alleged violation to: