ADA Feedback

Ontario International Airport (ONT) is committed to serving the disabled community visiting its airport. We are ready to assist travelers with disabilities, from trip planning to navigating through the airport to takeoff or landing. For suggestions or comments regarding ADA information provided on this site, please feel free to contact ONT’s Disability Compliance Office.

No person shall, on the sole ground of a disability, be excluded from participation in, be denied the benefits of, or be otherwise subjected to discrimination in any program or activity conducted with, or benefiting from, or in the use of facilities where funds were received from federal financial assistance from the U. S. Department of Transportation.

It is the policy of the Ontario International Airport Authority (OIAA) that no person shall be excluded from participation in, be denied the benefits of, or be subjected to discrimination in the receipt of its services on the basis of race, color, sex, religion, age, national origin, or disability, or any other federally protected category as protected by Section 504 of the Rehabilitation Act of 1973, as amended; and Title II of the Americans with Disabilities Act.

If you believe that you have been excluded from participation in, denied the benefits of, or subjected to discrimination based on race, color, national origin, sex, religion or disability, you may file a complaint with the Ontario International Airport Authority.

If you believe you have experienced disability related discrimination you may file a complaint with the Coordinator for Disability Services (ADA Coordinator), Ontario International Airport Authority by filling out a Travelers Feedback Form within 90 days of the date of the alleged discrimination.

You can file a complaint with the Federal Aviation Administration at


Complaint Procedure under the Americans with Disabilities Act of 1990

Filing a complaint

To file a complaint alleging denial of access to an Ontario International Airport (ONT) program or service based on disability, a person should complete the ADA Travelers Feedback Form found at and forward it to the airport’s ADA Compliance Officer by clicking the SUBMIT button at the bottom of the Form. The form may also be mailed to:

Lawrence J. Rolon | ONT ADA Compliance Officer

1923 E. Avion Street Ontario, California 91761

Email: [email protected]


The complaint must be received by the airport’s ADA Compliance Officer no later than 30 days following the alleged incident. Upon receipt of a complaint, the ADA Compliance Officer will review the completed Form within ten workdays. If additional information is required, the ADA Coordinator will contact the complainant and ask that the additional information be provided in writing. No further action will be taken until the requested information is received by the ADA Compliance Officer.

Once the completed form has been received, the ADA Compliance Officer will work with affected parties to identify and implement a mutually agreed-upon resolution within 30 business days of receipt of the completed form and any additional information.

If further investigation is necessary, the ADA Compliance Officer will issue a “Notice of Continued Investigation” no later than 30 workdays after receiving the completed Form.

ONT encourages an informal resolution of all complaints and grievances. The ADA Coordinator will issue a written decision within 60 business days of the receipt of the completed Form.

Not later than 30 calendar days from receipt of the ADA Compliance Officer’s decision, the complainant or authorized representative may appeal that decision in writing to Mr. Lawrence J. Rolon, ADA Compliance Officer, Ontario International Airport, 1923 E. Avion Street, Ontario, California 91761.

Within 30 days of receipt of this appeal, the Airport’s Chief Operations Officer or her/his designee will contact the grievant to discuss the complaint and possible resolution and, within 30 days thereafter, will submit LAWA’s final decision to the complainant.

All written and/or recorded communications will be retained by LAWA for a period of five years from the date of the ADA Compliance Officer’s decision or the date of the director’s decision, whichever is later.

The filing of a complaint does not prevent an individual from filing a complaint with the U.S. Department of Justice, ADA Enforcement Division or with the Federal Aviation Administration, Office of Civil Rights.


To provide an enjoyable travel experience and equal access to senior travelers and persons with disabilities using Ontario International Airport (ONT) and its facilities and programs.


ONTs ADA Compliance Office is mandated under Section 504 of the Rehabilitation Act of 1973, as amended, and Title II of the Americans with Disabilities Act, with ensuring airport facilities are accessible to individuals with disabilities. This includes the removal of barriers that may make it more difficult for a person with a disability or an older traveler to move freely at ONT.

The Office works closely with the airport tenant community to ensure resolving disputes regarding the Americans with Disabilities Act (ADA). It also works closely with the airport community to address ways of improving service and communications with the special needs community.

Advising management and airport divisions about new regulations and ways to address the service needs of disabled travelers.

Works with stakeholders in ways to educate employees on disability issues, and ways to provide services based on disability.

Preparing publications for the disability community and senior travelers to aid them when using the airport.

The ADA Compliance Office does NOT handle employee disability issues. The office addresses issues pertaining to travelers with disabilities and senior travelers.

The Committee assists Airport Management in identifying barriers to travel and recommends ways to address services for the traveling public with disabilities, and older persons. Committee members serve as eyes and ears of the disability community in helping make our airports more accessible and user-friendly.

Committee members also serve as a catalyst for informing the disabilities community of initiatives Ontario International Airport Authority is taking to serve them better.

Service on the Committee is voluntary and there is no monetary compensation for this service.

Committee Composition

  • Four members from the Community (appointed by the Chief Executive Officer, OIAA)
  • One Airline Representative (appointed by the Airlines)
  • One Airport Representative (appointed by OIAA)
  • One TSA Representative

Total composition of the Committee is seven (7).