What is the primary responsibility of a CRO?

The primary responsibility of a CRO, or Complaint Resolution Official, is to resolve disability-related complaints. This role is critical within airline operations as it ensures that passengers with disabilities receive the assistance and accommodations they require while navigating the travel experience.

CROs are trained to understand the regulations surrounding the Air Carrier Access Act (ACAA) and other relevant laws that protect the rights of disabled passengers. They serve as a point of contact for individuals who may face difficulties or require special assistance due to their disabilities, enabling them to advocate effectively on their behalf.

The focus of a CRO's duties is specifically on resolving issues that relate to disability accommodations, ensuring that all passengers can travel comfortably and without unnecessary obstacles.