時間：2011-09-14 19:02來源：藍天飛行翻譯 作者：航空 點擊：次
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As a U.S. carrier, you must make a CRO available at each airport you serve during all times you are operating at that airport. As a foreign carrier, you must make a CRO available at each airport serving flights you operate that begin or end at a U.S. airport. You may make the CRO available in person at the airport or via telephone, at no cost to the passenger. If a telephone link to the CRO is used, TTY service or a similarly effective technology must be available so that persons with hearing impairments may readily communicate with the CRO. You must make CRO service available in the language(s) in which you make your services available to the general public. (b) 美國承運人必須 在美國運營的機 場所有運營時間內提供一名投訴處理人 。外國承運人必須 在其自 /至美國航班所在機場提供一名投訴處理人 。投 訴 處 理 人 可以在機場或是通過電話接受投訴 ,不對旅客造成任何成本 費用 。 如 果 投 訴 處 理 人使 用 電 話 ,則也應該提供 TTY(文本電話 )服務或有類似效果的技術以方便聽 覺障礙的旅客聯系投訴處理人 。投訴處理人應該提供 航班乘客普遍使用 的語言 。 (c) You must make passengers with a disability aware of the availability of a CRO and how to contact the CRO in the following circumstances: (c) 承運人必須在以下情況下讓殘疾旅客知道投訴處理人和如何聯系投訴處理人 : In any situation in which any person complains or raises a concern with your personnel about discrimination, accommodations, or services with respect to passengers with a disability, and your personnel do not immediately resolve the issue to the customer’s satisfaction or provide a requested accommodation, your personnel must immediately inform the passenger of the right to contact a CRO and then contact a CRO on the passenger’s behalf or provide the passenger a means (e.g ., a phone, a phone card plus the location and/or phone number of the CRO available at the airport). Your personnel must provide this information to the passenger in a format he or she can use. (1)當旅客投訴或提出關于承運人的工作人員對殘疾旅客歧視、座位安排或服務的問題 ,且工作人員不能馬上解決問題讓旅客滿意或 無法提供其要求的座位,該人員必須立即 告知該旅客有權聯系投訴處理人,并代表旅客聯系投訴處理人或給旅客提供一種 聯系方式 (如電話 、電話卡和機場投訴處理人的地址或電話 號碼)。工作人員必須 以旅客可以使用的形式向旅客提供這些信息 。 Your reservation agents, contractors, and web sites must provide information equivalent to that required by paragraph (c)(1) of this section to passengers with a disability using those services who complain or raise a concern about a disability-related issue. (2) 承運人的售票人員 ,承包商和網站必須對使用這些服務的殘疾旅客提出 的 投 訴 或 問題提供相當于上面 (c)(1) 的信息 。 (d) Each CRO must be thoroughly familiar with the requirements of this Part and the carrier's procedures with respect to passengers with a disability. The CRO is intended to be the carrier’s“expert” in compliance with the requirements of this Part. 每個投訴處理人必須 完全熟悉本法規內容和承運人關于殘疾旅客的處理程序。投訴處理人應該成為承運人遵守本法規方面的專家。 |
