[Njagdu] United Airlines letter from CRO

[Ginger Kutsch]

FYI. Pasted below is an excerpt from the letter we discussed on Monday
night's phone call. The letter was written at my request by United's
corporate Complaint Resolution Official (CRO). I keep the letter with my
passport so when Jim and I travel together, I can show it to airline
personnel if they insist that we can't sit together because of the dogs. You
can also request that a CRO be contacted on the spot if you are having
problems at the airport. It's been my experience that the flight crew is
reluctant to contact a CRO and will let the issue drop so they can avoid any
delays.

 

Here's the part of the letter that explains about how the CRO works:

"I appreciate the opportunity to follow up regarding our company guidelines
as they pertain to providing seating accommodations for our customers and
their service animals. 

Importantly, we do not have a policy that would prevent service animals from
being seated in 

the same row or at adjoining seats onboard the aircraft except to comply
with Federal Aviation 

Administration (FAA) or applicable foreign government safety requirements.
Further, customers 

who are traveling with service animals are not required to occupy seats in
the bulkhead row. 

As you know, Complaint Resolution Officials (CRO) are available at the
airports to assist if you 

have any questions or concerns about your and your service animals' seating
accommodations. 

Upon your request, a CRO will be made available in person or by telephone to
assist in 

resolving the situation in accordance with our policies and the disability
law. If due to your flight 

schedule there is not enough time to speak with a CRO prior to departure,
please request to 

speak with one once you arrive at your connecting city or final destination.
CROs are also 

available on our 24/7 Accessible Travel desk at 1-800-228-2744. As a
corporate CRO, you are 

always welcome to contact me directly at 1-832-235-1851. I am normally in
the office Monday 

through Wednesday and on Friday from 8:30 a.m. - 7:00 p.m. Your calls are
always welcomed 

and I am happy to assist you. 

Thank you for choosing United Airlines. We look forward to welcoming you and
Dr. Kutsch 

onboard soon. 

Sincerely, 

Complaint Resolution Official (CRO) Disability Specialist - Corporate
Customer Care

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