ADA Grievances Process
Grievance or Complaint Procedures Under the Americans with Disabilities Act
The Americans with Disabilities Act (ADA) protects individuals from discrimination based on disability in the services and/or facilities of DFW International Airport. This grievance procedure is established to meet the requirements of the ADA and provide a process to ensure better service to all customers using airport facilities. This process may be used by anyone who wishes to file a complaint alleging discrimination based on disability in the provision of services, facilities, tenants, or service providers of DFW International Airport. The complaint should be in writing and contain information about the alleged discrimination, including name, address, and phone number of complainant, date, and description of the problem.
To file a grievance, please use this DFW ADA Complaint Form. Alternate means of filing complaints will be made available to persons with disabilities upon request. A separate ADA Complaint Form should be filed for each alleged act of discrimination. The complaint should be submitted by the complainant, or his/her designee, as soon as possible but no later than sixty (60) days after the alleged violation to:
Courtenay Shorter
Office of the ADA Coordinator
DFW Airport - Risk Management
P.O. Box 619428
DFW Airport, TX 75261-9428
The ADA Coordinator may also be reached by telephone at (972) 973-5650, by fax at (972) 973-5651, or by email at ada@dfwairport.com.
The complaint is filed using the DFW ADA Complaint Form. Within five (5) calendar days of receipt of the complaint, a letter acknowledging receipt of the complaint will be transmitted to the Complainant by the ADA Coordinator. The ADA Coordinator will work with appropriate DFW Airport personnel to investigate the complaint for resolution. Within fifteen (15) calendar days after receipt of the complaint, the ADA Coordinator will contact or meet with the Complainant to discuss the complaint and the possible resolution.
NOTE: If the Complainant needs access assistance, such as a sign language interpreter, or needs alternate means to file a complaint, such as a personal interview or by tape recording, please contact the office of DFW Airport’s ADA Coordinator at (972) 973-5650 or at ada@dfwairport.com. Please be advised that the ADA Coordinator may need a minimum of one (1) weeks’ notice to accommodate such a request.
The ADA Coordinator will attempt to resolve complaints within thirty (30) calendar days unless the factual investigation or complexity of the complaint necessitates additional resolution time. Unless additional time is required, within fifteen (15) calendar days after communicating with the Complainant, the ADA Coordinator shall notify the Complainant in writing or, when requested, in an alternate format, of the results of the investigation and options for substantive resolution of the complaint. The response will generally contain the following information:
A description of the complaint A summary of the facts An explanation of DFW Airport’s position A summary of the resolution option(s) The timeframe for resolving the complaint, if applicable.
If the complaint is not resolved to the Complainant’s satisfaction, Complainant may request a further review of the complaint with DFW Airport’s Legal’s Department. Complainant must file this request for further review, in writing, with DFW Airport’s Legal Department within fifteen (15) calendar days after receipt of the response from the ADA Coordinator. Complainant must send a copy of the original complaint, the ADA Coordinator’s response, and a description of the Complainant’s concerns or objections to:
ATTN: Chief Legal Counsel DFW Airport Legal Department
P.O. Box 619428
DFW Airport, TX 75261-9428
Within fifteen (15) calendar days after receipt of the appeal, Chief Legal Counsel, or his/her designee, will contact or meet with the Complainant to discuss the complaint and the possible resolution. Within fifteen (15) days of communicating with the Complainant, Chief Legal Counsel, or his/her designee will respond in writing and, where appropriate, in a format accessible to the Complainant, with a final resolution of the complaint.
If DFW Airport’s ADA Coordinator finds that an alleged violation involves a tenant or service provider’s service, activity, program, benefit, or facility, the ADA Coordinator will notify the appropriate representative of the tenant or service provider, and DFW Airport’s Legal Department, of the complaint. The ADA Coordinator will notify the Complainant that the matter is being investigated by the tenant or service provider, and will provide the Complainant with the name, address and telephone number of the tenant or service provider representative. DFW Airport’s ADA Coordinator will request that the tenant or service provider investigate the allegation set forth in the complaint and coordinate the investigation results and resolution with DFW Airport. The ADA Coordinator will coordinate the transmittal of the response with the tenant or service provider. The ADA Coordinator will inform DFW Airport’s Legal Department and/or other appropriate DFW Airport Departments of the investigation and resolution.