Special Needs at CLT

Charlotte Douglas International Airport (CLT) strives to create a seamless experience for all passengers, especially those with disabilities. According to user feedback, the airport is recognised for its efforts to ensure the facilities are accessible. However, some passengers have expressed the need for further improvements in certain areas, particularly during peak travel times, to ensure everyone can navigate the airport comfortably.

User Feedback on Accessibility Services

Passengers with disabilities have shared a range of experiences regarding accessibility at CLT. While many praise the airport’s efforts to provide inclusive services, some note that improvements in signage and the availability of staff during peak hours could enhance the overall travel experience.

Contact Your Airline

It is crucial to contact your airline in advance if you need services such as wheelchair assistance, personal escorts for connections, or other special accommodations. Airlines manage wheelchair services, so it’s recommended to reach out to their staff at least 48 hours before your flight. Many travelers recommend arriving early to avoid potential delays, especially during peak hours. We suggest arriving 3 hours before domestic flights and 3.5 hours before international flights.

Contact TSA Cares

Inform security officers about any disability or special equipment that cannot go through X-ray machines. TSA Cares offers a dedicated helpline for those needing special assistance at security checkpoints. Some users appreciate the patience and understanding shown by TSA staff at CLT, although others mention that delays at security can occur during busy periods.

Helpful Information While at CLT

CLT has taken steps to assist passengers in both emergency and non-emergency situations. Bright blue call stations have been installed at entry and exit points in the Hourly, Daily, and Express parking decks. These stations have been praised for their ease of use, especially by passengers with mobility issues. Press the red button for emergencies or the black button for non-emergency issues, such as vehicle assistance.

TTY/TDD services are available by calling Tel +1 704 359 4030 or by visiting the Airport Services and Visitor Information Center.

All restrooms are fully accessible. Family restrooms are located near gates A6, A24, A32, B4, C7, D5, E5, E15, and E34, as well as in Concourse A connector, The Plaza (corner of Concourses D and E), the United ticketing counter, and B and E Arrivals/Baggage Claim areas. Travelers with disabilities often highlight the convenience of these family restrooms, although some suggest increasing their number due to high demand.

Relief Areas for Service Animals

CLT provides pet relief areas past security at key locations:

• Concourse A Connector (between Gates A1-A13 and A21-A29)
• Restroom corridor near the corner of Concourses D and E, across from Checkpoint 3
• Concourse E, near Gate E36

Additionally, indoor areas are available in the baggage claim area (pre-security, level 1), next to door 4 and behind baggage carousel 3, between the restrooms and the oversized baggage counter. Pet owners and service animal handlers appreciate the convenience of these areas, though some recommend more frequent cleaning during peak travel hours.

Parking for Passengers with Disabilities

Disabled parking is available in all CLT decks and lots, with accessible shuttles running continuously. If you need assistance, you can call Tel +1 704 359 4038. Several passengers have praised the efficiency of the parking services, especially the 15-minute free parking in the Hourly Deck, which is ideal for helping passengers with disabilities enter the terminal.

Aira On-Demand Visual Assistance

Aira is a visual interpretation service that provides real-time access to visual information through trained agents. Blind or low-vision passengers can use the app to connect with agents who interpret their surroundings through the phone’s camera. Access to Aira is free while on CLT property. Blind or low-vision passengers value this service for enhancing their independence while traveling.

Hidden Disabilities Sunflower Program

Since June 30, 2021, CLT has participated in the Hidden Disabilities Sunflower Program. Passengers can request Sunflower-branded items that discreetly indicate they may need additional assistance or more time. Passengers with hidden disabilities such as autism, chronic pain, or anxiety appreciate the support and understanding offered through this initiative, which allows them to travel with greater confidence.

For more information, visit the Sunflower Program page.

If a passenger believes they have experienced discrimination, they may file a written complaint within 60 days of the incident to CLT Accessibility.

Learn more about the Airline Passengers with Disabilities Bill of Rights.