ADA Grievance Procedure

An ADA Grievance may be submitted using the online ADA Grievance Form. The completed Form must contain the name, address, email address, and phone number of the complainant. The Form should include as much information as possible regarding the alleged denial of access including date, time, location, and a clear description of the event(s). 

ADA grievances must be filed within 180 calendar days of the alleged event(s), and can be submitted online or delivered to:

Dawn Anderson, ADA Coordinator
Phone: (650) 302-8162
Email: SFO-ADACoordinator@flysfo.com
Office: SFO International Terminal  |  4th Floor  |  Room I-04-027
Mail: P.O. Box 8097, San Francisco, 94128

ADA Grievance Form

An ADA Grievance will be accepted when in writing and mailed to the Airport’s ADA Coordinator (see above contact information). If not using the online ADA Grievance Form, the written grievance must contain the following information:

• Complainant’s name, address, phone number, and email address
• Detailed description of the incident or condition, including the date, time, and location of the event
• Names of individual(s), company, or vendor alleged to be responsible
• Other relevant information that would be helpful to the investigation of the grievance

If an ADA Grievance is initially made by phone, it must be supplemented with a written complaint within 180 calendar days of the alleged discriminatory event. If a verbal complaint is received, the complainant should be given a copy of the Airport’s ADA Grievance Procedures and be instructed to submit a written complaint. Accommodation will be provided upon request to individuals unable to file a written complaint due to disability. 

Upon receipt of the grievance, the ADA Coordinator will review the information submitted within ten (10) working days and an acknowledgment of receipt will be sent to the complainant. If additional information is required, the ADA Coordinator will contact the complainant either by phone or email. No further action will be taken until the requested information is received by the ADA Coordinator. Generally, a written response will be provided to the complainant within 30 calendar days of receipt of the grievance.

Please review the following resource information prior to submitting an ADA Grievance:

• to submit a complaint with the U.S. Department of Transportation (DOT) against an airline due to violations under the Air Carrier Access Act (ACAA), visit https://airconsumer.dot.gov/consumer/s/oacp-form
• to submit a complaint with the Transportation Security Administration (TSA), [e.g. TSA customer service/professionalism, lost and damaged items, civil rights violations] visit: Complaint | Transportation Security Administration (tsa.gov)
• to submit a complaint with the U.S. Customs and Border Protection (USCBP), [e.g., misconduct, civil rights violation, excessive force] visit: https://help.cbp.gov/s/complaints?language=en_US
• to submit a complaint alleging discriminatory treatment against air travelers with disabilities, visit: Complaints Alleging Discriminatory Treatment Against Disabled Travelers Under The Air Carrier Access Act and 14 CFR Part 382 | US Department of Transportation
• to submit a complaint with the San Francisco Police Department Airport Bureau, visit: https://www.sanfranciscopolice.org/get-service/police-complaint
• to submit a general complaint with an airline carrier, visit: https://www.flysfo.com/passengers/flight-info/airlines-sfo
• for other general inquiries and complaints, visit: https://www.flysfo.com/about/contact-sfo

Upon receiving the Airport’s response to the grievance, complainants may appeal the Airport’s finding or determination. The appeal must be received within 15 calendar days after receipt of the written decision. The written appeal must contain all arguments, evidence, and documents supporting the basis for the appeal. The appeal will not be reviewed by the individual who conducted the initial review of the grievance, and a final written decision will be issued by that individual.