The fastest way to solve an unfamiliar problem at Charlotte Douglas International Airport (CLT) is to route it to the organization that controls the place where it happened. Start with CLT Airport Information/Paging or the Visitor Info Center when you are unsure. The airline handles aircraft, boarding-area, flight, baggage and most mobility issues; CLT handles terminal services, parking, wayfinding and its own Lost & Found process; TSA handles screening; restaurants and shops handle items left in their premises; and 911 handles life-threatening emergencies.
Use the directory and decision steps below before calling so you reach the right desk without losing time during a connection or departure.
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Quick routing: choose the right organization first
Identify two things before you contact anyone: where the problem occurred and how urgent it is. A phone, jacket or passport left on an aircraft follows a different process from one left at a checkpoint. A missed connection needs the airline, while a question about terminal directions belongs with CLT. A medical crisis bypasses all routine channels and goes to emergency services.
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| Problem or need | First contact | What that contact can do |
|---|---|---|
| General question, complaint or wayfinding | CLT Airport Information/Paging or Visitor Info Center | Explain airport procedures, locate services and direct you to the responsible department |
| Flight status, baggage rules, missed connection, airline escort or aircraft issue | Your airline | Rebook or explain the flight, handle checked-bag questions and arrange airline-provided assistance |
| Item left on an aircraft or in a boarding area | Your airline | Search its aircraft, gate or airline-held property |
| Item left in a restaurant | HMSHost | Handle property found in its restaurant locations |
| Item left in a retail store | Paradies Shops | Handle property found in its stores |
| Item left in a food court, security checkpoint or other common area | CLT Lost & Found Reporting Form | Take a report and coordinate recovery through the airport Lost & Found office |
| Wheelchair, lift, connection or minor-escort assistance | Your airline before travel | Arrange wheelchair service, passenger loading lifts, personal assistance during a connection or a minor escort |
| Security-screening accommodation | TSA Cares | Provide screening information and coordinate assistance with TSA |
| Formal disability-access complaint | CLT ADA coordinator | Receive and process an ADA grievance using the required incident details |
| Parking or airport ground-transport question | CLT parking or the relevant transport provider | Explain parking assistance, shuttles, buses and taxi arrangements |
| Immediate danger or life-threatening medical emergency | 911 | Dispatch emergency services |
When the correct organization is unclear, use the CLT information contacts in the next section rather than calling several departments at random.
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CLT information and emergency numbers
| Contact | Number | Best use | Availability or qualification |
|---|---|---|---|
| Airport Information/Paging | 704-359-4013 | General questions, paging and routing to an airport service | Use when you do not know which CLT department handles the issue |
| Visitor Info Center | 704-359-4027 | Visitor assistance and local wayfinding | Useful for directions and visitor-service questions |
| Automated airport information | 704-359-4910 | Recorded airport information | Automated line rather than a live problem-resolution desk |
| Airport law-enforcement/emergency assistance | 704-359-4012 | Urgent airport security or law-enforcement assistance that is not a 911 life-threatening emergency | Call 911 instead when someone faces immediate danger or a life-threatening condition |
| TTY/TDD | 704-359-4030 | Telecommunications access for travelers who use TTY/TDD | Use for airport communication access |
| Parking assistance | 704-359-4038 | Questions about CLT parking and parking assistance | Ask about the facility or access issue you are experiencing |
| TSA Cares | 855-787-2227 | Help planning security screening accommodations | TSA recommends requesting assistance at least 72 hours before travel |
| CLT ADA coordinator | [email protected] | Formal complaint about disability access under the ADA | Include the information listed in the ADA section below |
For a routine complaint, use CLT’s feedback form as well as the telephone routing options above. Describe what happened, where and when it happened, and what outcome you are seeking. Keep any reference number or confirmation supplied by the form.
Lost property: location determines who can help
Do not submit the same lost-item report to every organization. First reconstruct the last place you definitely had the item, then use the matching route.
Left on an aircraft or in a boarding area
Contact the airline that operated your flight. Aircraft and boarding-area property is routed through the airline, even though the gate is inside CLT. Give the flight number, travel date, seat or gate if known, a precise description and a phone or email where you can be reached.
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Contact HMSHost for an item left inside one of its restaurants. Identify the restaurant, approximate time, table or counter area and the item’s distinguishing marks. Airport staff may not be able to release property held by the restaurant directly.
Left in a retail store
Contact Paradies Shops for an item left in one of its stores. Include the store name, concourse, purchase time if relevant and a detailed description.
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Left in a food court, checkpoint or common area
Use CLT’s Lost & Found Reporting Form for food-court, security-checkpoint and other airport-area items that are not assigned to an airline, restaurant or retailer. The Lost and Found office is in Baggage Claim, Zone 4. It is staffed seven days a week from 8 a.m. to 6 p.m.; city holidays can change those hours.
Provide one item per report when the form requires separate records. Include color, brand, model, size, serial number, case or cover, contents and any identifying damage. For electronics, note the lock-screen description or last four digits of an identifier without posting sensitive passwords. State the exact terminal area, checkpoint, restroom, shuttle, curb or other location and the time window.
What happens if nobody claims it?
CLT states that items remaining unclaimed for 30 days become the property of the City of Charlotte. File as soon as you notice the loss and monitor the contact method you supplied; waiting can make matching and recovery harder.
Wheelchair, mobility and connection assistance
Arrange mobility help with the airline before you travel. CLT specifically recommends requesting wheelchair service from the airline. The same airline channel is used for passenger loading lifts, personal assistance during a connection and a minor escort. Tell the airline whether you need help from curb to check-in, through security, to the gate, during a connection or when boarding and leaving the aircraft.
What CLT does and does not provide
CLT says it has no motorized passenger carts. Do not wait at a gate expecting a cart; request a wheelchair through the airline instead. If you arrive without a pre-arranged request, contact the airline counter or a clearly identified airline employee immediately and explain the distance you cannot safely walk.
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Preparing for TSA screening
TSA Cares can explain screening procedures and coordinate disability-related assistance. Call 855-787-2227 and, when possible, make the request at least 72 hours before departure, which is TSA’s recommended advance window. A TSA Cares request does not replace the airline request for wheelchair transport inside the terminal or aircraft assistance.
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Information to give when requesting assistance
- Your airline, flight number, date and connection points.
- Whether you use your own wheelchair or mobility device and whether it is manual, powered, foldable or battery-operated.
- The parts of the journey where you need hands-on help: curb, ticket counter, security, gate, aircraft door, connection or baggage claim.
- Communication, hearing, vision or cognitive-support needs, including whether a companion will travel with you.
- Any time constraint, such as a short connection, while recognizing that the airline controls operational feasibility.
For communication access at the airport, CLT lists TTY/TDD service at 704-359-4030.
How to file a formal ADA access complaint
A service request and a legal grievance are different. Ask the airline for immediate assistance when you need help traveling. Use the CLT ADA process when you believe a public airport service failed to provide access or you need the incident formally reviewed.
Email [email protected]. Include all of the following in the first message:
- Your name and a reliable contact method.
- A clear description of the complaint and the access barrier.
- The incident date and approximate time.
- The exact location, such as a concourse, checkpoint, restroom, shuttle, curb or parking facility.
- The airline involved, if applicable.
- Your six-letter flight confirmation code.
Keep copies of emails, screenshots, tickets and any response. CLT’s ADA page cites Title II’s requirement that public entities adopt and publish grievance procedures for prompt and equitable resolution of complaints. That process is for documenting and resolving an access complaint; it is not a substitute for calling 911 during an emergency.
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Airline, terminal and gate-navigation problems
Flight, baggage and connection questions
Contact the airline for current flight information, baggage rules, rebooking, a delayed or missing checked bag, wheelchair or lift service, connection help and minor escorts. The airline has the operational record needed to change a reservation or trace property tied to a flight.
Finding a gate at CLT
CLT has one terminal connected to five concourses. There are no inter-concourse trams, and gates can be reached from any security checkpoint. Once through security, follow overhead signs and the concourse letter; ask Airport Information/Paging or the Visitor Info Center if signage or a temporary closure leaves you unsure.
Because the terminal is connected, do not leave the secure area simply to move between concourses unless an airline employee tells you to. Leaving security can require another screening and may jeopardize a tight connection.
When a connection is at risk
- Check the airline’s app, boarding pass or airport display for the latest gate and departure information.
- Tell an airline employee immediately that you have a connection and give both flight numbers.
- Ask whether you should proceed directly to the next gate, use a different checkpoint or request a wheelchair or lift.
- Do not rely on a public airport information line to rebook you; only the airline can change the itinerary.
Parking, shuttles and ground transportation
Accessible parking assistance
For a parking problem, call CLT Parking Assistance at 704-359-4038. Describe the deck or lot, level, payment point, vehicle location and whether you need an accessible route or immediate staff help.
When assisting a passenger, CLT’s accessibility FAQ states that the Hourly Parking Deck allows a 15-minute grace period, followed by $8 per hour and a $32 maximum daily charge. These figures apply to the Hourly Parking Deck policy described by CLT; confirm the current rule with parking staff if your stay or facility differs.
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Parking-lot shuttles
Accessible shuttles run continuously between the terminal and all CLT parking lots and decks. If a shuttle is full, inaccessible or cannot be located, note the stop and direction of travel before calling parking assistance so staff can identify the vehicle or dispatch help.
Buses and taxis
CATS fixed-route buses are ADA accessible. Taxis serve the Arrivals/Baggage Claim level, where an attendant is available from 6:45 a.m. to 12:15 a.m. If you need a taxi outside those attendant hours, ask airport information or your airline for the safest available option rather than entering a roadway or crossing traffic lanes.
Emergencies and urgent safety problems
Life-threatening emergency
Call 911 for a life-threatening medical condition, fire, active threat or immediate danger. Give the dispatcher the terminal or concourse, gate number, level, nearby sign and a callback number. If you can do so safely, ask someone nearby to flag down airport or airline personnel while you remain with the person in distress.
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For airport law-enforcement or emergency assistance that does not require a 911 response, call CLT’s airport line at 704-359-4012. Examples include reporting a suspicious situation after the immediate danger has passed or requesting airport security assistance with a non-medical incident.
Time-sensitive but non-emergency travel problem
For a departing flight, missing document or tight connection, go first to the airline’s counter or gate desk and ask for a supervisor if the issue is not resolved. Use CLT information staff for directions, not for airline-controlled decisions.
Quick Recap
A practical call-and-report checklist
- Move to a safe place. Never stop in a roadway, escalator landing or boarding lane to make a call.
- Classify the issue. Choose emergency, airline, TSA, CLT, vendor, parking or formal ADA complaint.
- Record the location. Write down terminal level, concourse, gate, checkpoint, zone, store or restaurant and the approximate time.
- Gather identifiers. Have your flight number, airline, confirmation code, baggage tag, vehicle plate or lost-item description ready.
- Use one primary channel. Call the responsible organization or submit the matching form; duplicate reports can slow matching.
- Ask what happens next. Confirm whether you should wait, return to a counter, check an online case or provide additional documents.
- Save the record. Keep a case number, email, name of the representative and the time of the interaction.
- Escalate appropriately. Ask for a supervisor for an unresolved travel issue, use the ADA coordinator for an access grievance and call 911 if the situation becomes life-threatening.
Common mistakes that delay help
- Calling the airport for an airline decision: CLT cannot rebook a flight or set airline baggage rules.
- Sending an aircraft loss to airport Lost & Found: the airline controls aircraft and boarding-area property.
- Waiting until arrival to request mobility support: pre-arrange wheelchair, lift and connection assistance with the airline.
- Assuming a motorized cart is available: CLT says it does not operate motorized passenger carts.
- Leaving security unnecessarily: all five concourses connect under one terminal, so a tram is not needed.
- Providing an incomplete ADA complaint: omit the location, date, airline or six-letter confirmation code and the coordinator may need to write back before review.
- Reporting a vague lost item: color, model, case, serial number and exact location greatly improve the chance of a match.
- Treating a routine issue as an emergency: reserve 911 for immediate danger or life-threatening conditions; use airport emergency assistance for other urgent safety matters.
Before leaving for CLT
- Save your airline’s contact and request wheelchair, lift, connection or minor-escort assistance in advance.
- If screening support is needed, contact TSA Cares at least 72 hours ahead when possible.
- Store flight details, confirmation code and baggage-tag numbers where you can retrieve them without opening checked luggage.
- Photograph valuable electronics, luggage and distinctive identifiers before travel.
- Allow time to reach a gate on foot: CLT has five connected concourses but no inter-concourse tram.
- For parking, note the lot or deck and level; for a passenger pickup, know that accessible shuttles connect all lots and decks continuously.
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