The right contact at Charlotte Douglas International Airport (CLT) depends on where the problem happened, how urgent it is, and who controls that service. Start with CLT when you need airport information or do not know the responsible department; contact the airline for aircraft, gate, baggage-policy, wheelchair and connection matters; use TSA for screening assistance; and call emergency services when someone faces immediate danger.
Before you call or submit a report, note the concourse or gate, exact location, date and time, flight number, and any confirmation or claim number. That information lets the airport, airline, vendor or security agency route the case without making you repeat the story.
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Start with the airport when you are unsure who handles the problem
CLT is owned and operated by the City of Charlotte Aviation Department. Its information staff can identify the right department for a complaint, wayfinding question or service problem. Use these channels for general airport assistance:
| Need | Contact | What it is for |
|---|---|---|
| Airport Information/Paging | 704-359-4013 | General questions, paging and help finding the correct airport service |
| Visitor Info Center | 704-359-4027 | Traveler information and in-person visitor assistance |
| Automated airport information | 704-359-4910 | Recorded airport information |
| Airport law-enforcement/emergency assistance | 704-359-4012 | Airport-specific security or emergency assistance when the situation is not a life-threatening 911 emergency |
For a nonurgent complaint or service concern, use CLT’s feedback form. Describe what happened, where it happened and what resolution you are seeking. If the issue involves an airline, restaurant, shop, parking operator or another concession, CLT can still help identify the correct organization, but the organization that supplied the service may need to investigate it.
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Choose the route by location and urgency
- On an aircraft or in its boarding area: begin with the airline.
- At a security checkpoint: use TSA for screening-related questions; use CLT for a separate facility or wayfinding concern.
- Inside a restaurant or retail shop: report the issue to that business, then use the airport feedback channel if the facility or airport service is also involved.
- In parking, shuttles or terminal common areas: use the relevant CLT parking or airport channel.
- Immediate danger: call 911 first.
Do not wait for a routine form response if a flight is about to close boarding or a person needs urgent medical attention. Use the fastest live channel available and explain the deadline or danger at the beginning of the conversation.
Report a lost item to the organization responsible for its location
CLT does not use one universal owner for every lost article. The correct destination is determined by the last place you remember having the item:
| Where you lost it | Who to contact |
|---|---|
| On an aircraft | The airline operating that flight |
| In an airline boarding area | The airline |
| Inside a restaurant | HMSHost |
| Inside a retail store | Paradies Shops |
| Food court, security checkpoint or another airport area | CLT’s Lost and Found Reporting Form |
If the item was on a plane or near your gate
Contact the airline rather than assuming the airport Lost & Found office has it. Give the airline your flight number, seat, boarding-area location, approximate time and a precise description. For electronics, include the case color, model and any identifying mark; for documents, describe the holder and the name printed inside without posting sensitive information publicly.
If the item was in a concession
Restaurant and store employees maintain their own lost-property process. Contact the business where you were seated or shopping and provide the receipt time, terminal or concourse, table or counter location and a description. If you cannot identify the exact business, use the airport’s information line to determine whether the location is operated by a restaurant, retail concession or CLT.
Use CLT Lost and Found for common areas
For an item left in a food court, at a checkpoint or elsewhere in a common airport area, submit CLT’s Lost and Found Reporting Form. 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.
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Include the object’s make, color, serial number or other distinguishing feature; the last confirmed location; the date and approximate time; and a reliable way to reach you. Check spam and missed calls after filing because a matching report may require a quick response. Do not send passwords, full payment-card numbers or other unnecessary secrets in a description.
Understand the 30-day rule
CLT states that items remaining unclaimed for 30 days become property of the City of Charlotte. File the report as soon as you discover the loss rather than waiting until you return home. If your trip continues, provide a mailing address and explain any departure deadline so staff can tell you what options are available.
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For mobility concerns, CLT recommends requesting wheelchair service from your airline. Make that request before the trip, not only after arriving at the terminal. The airline is the party that coordinates wheelchair assistance, passenger loading lifts, help during a connection and a minor escort.
What to request from the airline
- Tell the airline whether you need assistance from the curb, through security, to the gate, onto the aircraft or between connecting flights.
- Explain whether you can walk short distances, climb aircraft stairs, transfer to an aircraft seat or use a boarding lift. Specific information helps the airline send the appropriate equipment and staff.
- Give the airline your connection airports and times. A connection request is different from assistance only at departure or arrival.
- Arrive early enough for the airline’s assistance process and confirm with an agent if the requested service has not appeared.
CLT says it has no motorized passenger carts. Do not plan on an airport cart as a substitute for a wheelchair request. If you need help with personal luggage beyond ordinary passenger assistance, ask the airline what it provides and whether a separate paid service is available; do not assume a third party is included with your ticket.
Get help with the security screening process
TSA Cares provides screening-related assistance. Call 855-787-2227 and request help at least 72 hours before travel, as TSA recommends. TSA Cares can explain screening procedures and coordinate assistance for a disability, medical condition or other special circumstance; it does not replace the airline’s responsibility for boarding, baggage or connections.
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For TTY/TDD access to CLT, use 704-359-4030. Keep your airline confirmation and any TSA correspondence available when you ask for help so the agent can distinguish a screening request from an airline accommodation.
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File a formal ADA access complaint
If you believe a CLT-operated service or facility did not provide required access, email [email protected]. Include all of the following:
- Your name and a way to contact you
- The nature of the complaint
- The incident date and time
- The exact location
- The airline involved, if applicable
- The flight’s six-letter confirmation code
Keep copies of your message, photographs or receipts that support the account. A complaint about an airline employee or an aircraft service may also need to be sent to the airline because the airline controls that part of the journey. CLT’s ADA process exists under Title II of the Americans with Disabilities Act, which requires public entities to publish grievance procedures for prompt and equitable resolution of complaints.
Know whether the airline, TSA or CLT controls the problem
Airline-controlled problems
Contact the airline for current flight status, a gate change, baggage rules, checked-bag or carry-on questions, wheelchair or lift service, help making a connection and a minor escort. The airline can also tell you which counter or service desk is handling a delayed, damaged or missing bag. Airport information staff cannot change an airline’s itinerary or baggage decision.
TSA-controlled problems
Use TSA for checkpoint screening procedures, prohibited-item questions and screening accommodations. Arrive with enough time for screening and explain any medical equipment or disability-related concern to the officer. TSA Cares is the advance-planning channel; the airline remains responsible for getting you to the aircraft and managing your reservation.
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CLT-controlled problems
Use CLT for terminal facilities, airport common areas, wayfinding, airport paging, parking operations, airport-operated accessibility concerns and feedback about the overall facility. If you are unsure whether an issue belongs to the airport or a concession, give CLT the exact location and time; the location often determines the correct owner.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Find your gate without an inter-concourse tram
CLT has one terminal connected to five concourses. There are no inter-concourse trams, and gates can be reached from any security checkpoint. That layout means a traveler who exits security at one checkpoint does not need to leave the secure area and repeat screening merely to reach another concourse.
When a connection feels confusing
- Read the airline’s current gate assignment and confirm the concourse letter and gate number.
- Follow overhead signs inside the terminal; ask an airport information representative if a sign or route is unclear.
- Allow walking time between concourses and report a tight connection to the airline, which controls rebooking and connection assistance.
- If you need a wheelchair or personal escort between flights, make that request with the airline before travel and remind the airline agent when you arrive.
Gate assignments can change. Treat the airline’s current notification or airport display as the operational source for your flight rather than relying on a screenshot made earlier in the day.
Get help with parking, shuttles and ground transportation
Parking assistance
For parking questions or assistance, call 704-359-4038. When you are helping a passenger, CLT’s accessibility FAQ states that the Hourly Parking Deck allows a 15-minute grace period; after that, the charge is $8 per hour, capped at $32 for the day. Those figures apply to the Hourly Parking Deck under the terms stated by CLT and can be affected by current airport rules.
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Accessible shuttles run continuously between the terminal and all CLT parking lots and decks. If a shuttle issue prevents access, note the stop, direction of travel, approximate time and vehicle description before reporting it.
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Public buses and taxis
CATS fixed-route buses are ADA accessible. Taxis are available on the Arrivals/Baggage Claim level, where an attendant is present from 6:45 a.m. to 12:15 a.m. If you arrive outside those attendant hours, ask airport information or your airline about the safest available next step rather than leaving an accessibility concern unreported.
Respond correctly to an emergency
Life-threatening danger
Call 911 for a life-threatening medical emergency, fire, active threat or immediate danger. Give the dispatcher the terminal or concourse, gate or nearby landmark, floor and your callback number. If it is safe, send someone to meet responders while another person stays with the affected traveler.
Airport law-enforcement assistance
For airport-specific law-enforcement or emergency assistance that is not a 911 life-threatening emergency, call 704-359-4012. Examples include a security concern, suspected theft or a situation requiring airport police attention but not immediate emergency medical response. If circumstances worsen, switch to 911.
After the immediate danger passes
Write down the time, location, names or descriptions of involved staff and any incident number. Those details help with a later CLT feedback report, airline complaint or ADA grievance. Do not delay a 911 call to gather documentation.
Make a complaint or service report that can be acted on
A clear report separates facts from assumptions. Use this sequence:
- Identify the owner: airline, TSA, CLT, a restaurant or a retail store.
- State the location: terminal, concourse, gate, checkpoint, baggage zone, parking deck, shuttle stop or business name.
- Give the timeline: date, approximate time and whether the issue is still happening.
- Describe the impact: missed connection risk, inaccessible route, lost property, financial loss or safety concern.
- Request a specific action: locate an item, provide an accessible route, explain a charge, document an incident or contact you.
- Save the record: keep the form confirmation, email, call date and any claim or flight code.
For an issue that affects a departing flight, call or visit the airline first because only the airline can address its reservation, boarding or baggage process. For a facility problem that is not urgent, submit CLT’s feedback form with the same factual detail. A report that names the exact business or airport area is more useful than a general statement that “the airport” failed to help.
Quick Recap
Quick decision checklist before you leave or call
- Is anyone in immediate danger? Call 911.
- Was the item on the plane or in its boarding area? Contact the airline.
- Was it in a restaurant or shop? Contact the business that operated that location.
- Was it in a checkpoint, food court or common terminal area? Use CLT Lost and Found.
- Is the issue a wheelchair, lift, connection or minor escort? Arrange it with the airline.
- Is it a screening accommodation? Contact TSA Cares in advance.
- Is it an airport facility, parking, shuttle or wayfinding concern? Use the relevant CLT channel.
- Do you have the exact location, time, flight information and a concise description ready?
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