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Use the contact that matches where and how your problem occurred. For a general question, complaint or wayfinding issue, start with Charlotte Douglas International Airport (CLT) Airport Information/Paging at 704-359-4013 or the Visitor Info Center at 704-359-4027. For a lost item, the airline, a concession operator or CLT may be responsible depending on the location. Request wheelchair and connection assistance through your airline before travel, use TSA Cares for screening help, and call 911 for a life-threatening emergency.
Choose the right CLT help route first
The fastest resolution usually comes from contacting the organization that controlled the place where the problem happened. An item left on an aircraft is handled differently from one left at a restaurant, and a security-screening question belongs with the Transportation Security Administration (TSA), not the airport information desk. Use this routing table before calling so you do not lose time being transferred.
| Problem or location | Best first contact | What that contact handles | Urgency guidance |
|---|---|---|---|
| General question, complaint or finding your way | CLT Airport Information/Paging: 704-359-4013; Visitor Info Center: 704-359-4027 | Airport services, directions, paging and routing to the right department | Use immediately when you are unsure who is responsible |
| Automated airport information | 704-359-4910 | Recorded airport information | Useful for routine information when a live representative is not needed |
| Item left on an aircraft or in a boarding area | The airline that operated your flight | Airline-controlled aircraft and gate areas | Report as soon as possible; have your flight and seat details ready |
| Item left in a restaurant | HMSHost location | Restaurant property | Contact the specific restaurant promptly |
| Item left in a retail shop | Paradies Shops location | Retail-store property | Contact the store where you made the purchase or last visited |
| Item left in a food court, checkpoint or other airport area | CLT Lost and Found Reporting Form | Items not assigned to an airline, restaurant or retail operator | Submit a detailed report; the office is in Baggage Claim, Zone 4 |
| Wheelchair, lift, connection or minor-escort assistance | Your airline | Passenger assistance during boarding, deplaning and connections | Arrange before travel; do not wait until you reach the terminal |
| Help with the security-screening process | TSA Cares: 855-787-2227 | Screening procedures and disability-related screening assistance | TSA recommends requesting help at least 72 hours before departure |
| Formal disability-access complaint | adacoordinator@cltairport.com | ADA grievance handling for an airport-access issue | Send the required incident details so the coordinator can investigate |
| Parking assistance | 704-359-4038 | Parking questions and assistance | Call for help with parking operations or access |
| Immediate danger or medical emergency | 911 | Life-threatening emergencies | Call first; do not rely on a routine airport number |
| Airport law-enforcement or emergency assistance that is not a 911 life threat | 704-359-4012 | CLT law-enforcement and emergency assistance | Use for airport-specific urgent assistance when 911 is not the appropriate route |
CLT is owned and operated by the City of Charlotte Aviation Department. That matters because airport staff, airlines, TSA and concession companies have separate responsibilities. Describing the exact location, time and organization involved will usually get you to the correct team faster.
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When you do not know who handles the problem
Start with Airport Information or the Visitor Info Center
Call Airport Information/Paging at 704-359-4013 when you need a live starting point for a general question, complaint, page for a traveler or wayfinding problem. The Visitor Info Center at 704-359-4027 is another live option for visitor assistance. Tell the representative that you need routing to the responsible department and give your terminal area, concourse, gate, baggage-claim zone or roadway position.
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Use the automated line for routine information
CLT’s automated information number is 704-359-4910. It is appropriate when you need recorded airport information and do not need an employee to investigate a problem. If the recording does not answer your question, switch to Airport Information/Paging or the Visitor Info Center rather than repeatedly navigating the automated menu.
Submit a general complaint through CLT’s feedback form
For a non-emergency complaint or service comment, use CLT’s feedback form. Include the date and approximate time, the precise location, what happened, the staff member or contractor involved if known, and what outcome you are requesting. Keep the description factual and separate what you personally observed from assumptions about why it happened. If the matter concerns disability access, use the dedicated ADA coordinator process described below instead of relying only on a general comment.
How to report a lost item at Charlotte airport
CLT does not use one universal lost-property desk for every item. Responsibility follows the place where you lost it. Calling the wrong organization can delay recovery, so identify the location before filing a report.
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Items left on an aircraft or in a boarding area
Contact the airline that operated your flight. This includes items left in a seat pocket, overhead bin, aircraft lavatory or the gate-side boarding area assigned to that flight. Give the airline your flight number, travel date, seat or boarding position, gate if known, and a precise description of the item. If you have already left the airport, use the airline’s lost-property channel rather than returning through security solely to search the gate.
Items left in a restaurant
Restaurant property goes to the HMSHost location where you left it. Identify the restaurant name, concourse, approximate time and whether the item was at a table, counter or restroom. A receipt or payment timestamp can help staff search the correct shift.
Items left in a retail store
Contact the Paradies Shops store where the item was last seen. State the store name and concourse, the time window, and whether you were at a register, fitting area or display. If you bought the item, include the transaction time or receipt details.
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Items left in a food court, checkpoint or other CLT area
Use CLT’s Lost and Found Reporting Form for items left in a food court, a security checkpoint or another airport area not controlled by an airline, restaurant or retail store. Describe the item without exposing sensitive information that would let an unrelated person falsely claim it. For electronics, include the make, model, case, color and identifying marks; for bags, list distinctive tags or contents without publishing passwords or full financial-account numbers.
Visit or contact the Lost and Found office
The Lost and Found office is in Baggage Claim, Zone 4. It is staffed 7 days a week, 8 a.m.–6 p.m. City holidays can change those hours, so check the current schedule before making a special trip. Bring government identification and proof of ownership when available. Do not assume an item will be available immediately; airport staff may need time to receive, log and screen property from another area.
Understand the 30-day retention rule
CLT states that items remaining unclaimed for 30 days become the property of the City of Charlotte. File the report promptly and monitor the contact method you provide. If your itinerary changes, update your phone number or email so staff can reach you before the retention period ends.
Getting wheelchair and other accessibility assistance
Request mobility help from the airline before you travel
For wheelchair service, passenger loading lifts, personal assistance during a connection or a minor escort, contact the airline before the trip. CLT specifically recommends requesting wheelchair service from the airline. Tell the airline what you can and cannot do: for example, whether you can walk to the aircraft door, climb stairs, transfer to an aisle chair or remain seated in your own wheelchair until the gate. Precise information helps the airline arrange the right level of service.
CLT says it has no motorized passenger carts. Do not plan on a cart ride between gates. Ask the airline to arrange wheelchair assistance at check-in, security, the gate and during any connection, and arrive early enough for an attendant to meet you at the agreed location.
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TSA Cares is the appropriate contact for questions about the security-screening process or disability-related screening assistance. Call 855-787-2227. TSA recommends requesting assistance at least 72 hours before travel. Explain the disability, medical equipment, medication, communication need or other circumstance that could affect screening. TSA Cares can explain procedures, but it does not replace the airline’s responsibility for wheelchair transport, boarding or connections.
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Use TTY/TDD if needed
CLT’s TTY/TDD number is 704-359-4030. Use it for airport communication needs that require a text telephone or compatible relay arrangement. For a flight-specific accommodation, contact the airline as well, because the carrier controls the aircraft and boarding process.
File an ADA access complaint with the required details
Send a formal ADA complaint to adacoordinator@cltairport.com. Include all of the following:
- Your name and a reliable way to reach you.
- The nature of the access complaint, stated in concrete terms.
- The incident date and approximate time.
- The exact location, such as a checkpoint, restroom, gate, shuttle stop or parking area.
- The airline involved, if the event occurred during airline service.
- Your six-letter flight confirmation code.
Keep copies of emails, screenshots, receipts and any case numbers. Title II of the Americans with Disabilities Act requires public entities to adopt and publish grievance procedures for prompt and equitable resolution of complaints. A complete initial report gives the coordinator enough information to identify the responsible department and investigate.
Solving airline, TSA and terminal-navigation problems
Contact the airline for flight-specific issues
The airline is the right first contact for current flight status, check-in, baggage rules, missed connections, rebooking, wheelchair or lift service, and a minor traveling without an accompanying adult. CLT information staff can direct you around the airport, but they cannot change an airline reservation or decide how an airline handles checked baggage.
Know how CLT’s terminal is arranged
CLT has one terminal connected to five concourses. There are no inter-concourse trams, and gates can be reached from any security checkpoint. If a map or sign seems confusing, ask Airport Information/Paging for directions using your gate number. If your gate changes, verify the new assignment with the airline because operational changes can occur after you pass security.
Separate TSA problems from airline problems
TSA controls the security-screening process, prohibited-item decisions and screening accommodations. The airline controls boarding, seat assignments, aircraft access, checked baggage rules and connection protection. For a problem at the checkpoint, ask a TSA supervisor or call TSA Cares when it involves disability-related screening. For a problem after the checkpoint at the gate or on the aircraft, contact the airline.
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Parking, shuttles and ground transportation
Parking assistance and accessible shuttles
Call CLT Parking Assistance at 704-359-4038 for parking questions or operational help. Accessible shuttles run continuously between the terminal and all CLT parking lots and decks. Tell the driver or parking staff if you need extra boarding time or a lift-compatible position.
Short-term parking when assisting a passenger
CLT’s accessibility FAQ states that the Hourly Parking Deck provides a 15-minute grace period when assisting a passenger. After that, the charge is $8 per hour, with a $32 maximum daily charge. These figures apply to the Hourly Parking Deck policy described by CLT; confirm current conditions if your visit is on a holiday, during construction or under a temporary traffic plan.
Using CATS 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 that window or need a specific accessibility feature, ask Airport Information/Paging or your airline to help identify the available option rather than leaving the terminal to search alone.
What to do in an emergency
Call 911 for a life-threatening emergency
Call 911 for a life-threatening medical emergency, active threat, fire or other situation requiring immediate emergency services. State that you are at Charlotte Douglas International Airport, give the terminal, concourse, gate, baggage-claim zone, parking deck or roadway, and remain on the line for instructions. If you can do so safely, send someone to meet responders at the nearest entrance.
Use CLT’s airport emergency line for airport-specific assistance
For airport law-enforcement or emergency assistance that is urgent but not a 911 life threat, call 704-359-4012. If you are uncertain whether the situation qualifies as life-threatening, choose 911. Do not delay a medical or safety response while trying the airport information line.
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Record the location precisely
“At the airport” is not enough for staff to locate an incident. Note the concourse, gate, checkpoint lane, restaurant or store name, baggage-claim zone, parking deck level, shuttle stop and nearby sign. If you are outside, record the roadway or curbside zone and the direction of travel.
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Gather identifiers before calling
- Flight number, travel date, airline and gate.
- Six-letter flight confirmation code for an ADA complaint.
- Bag-tag number for a checked-baggage issue.
- Receipt, transaction time or reservation information.
- Descriptions, serial numbers and photographs for lost property.
- Your preferred phone number, email address or relay method.
Explain the outcome you need
Say whether you need directions, a page for another traveler, a lost-property report, an attendant, a formal investigation, a replacement itinerary or emergency response. A specific request lets the representative choose the correct procedure instead of treating the call as a general comment.
Keep a written timeline
For a complaint or unresolved service failure, record when you called, which number you used, the representative’s name or case number, and any promised follow-up. If the issue involves more than one organization, keep separate notes for the airline, TSA, CLT and a concession operator. This prevents you from repeating inconsistent times or locations during an escalation.
Common situations and the correct next step
You left a phone at the gate
Contact the airline, because boarding-area and aircraft property is routed to the airline. Provide the flight, gate, seat and device description. Do not file only a CLT general complaint unless the airline confirms that the item was transferred to airport Lost and Found.
Your wheelchair did not meet you at a connection
Ask the airline’s gate or customer-service staff for immediate assistance and document the concourse, gate and time. If the missed assistance reflects an access failure at a public airport facility, send the required details to the ADA coordinator after your immediate mobility needs are met. TSA Cares is not the substitute for airline connection assistance.
You cannot find the next concourse
There is one terminal and no inter-concourse tram. Check your gate on the airline’s current information, then ask Airport Information/Paging or the Visitor Info Center for walking directions from your checkpoint or present location. Gates can be reached from any security checkpoint, so you do not need to exit and re-enter solely to change concourses.
You lost a wallet near a checkpoint
Submit the CLT Lost and Found Reporting Form because checkpoint items are routed to CLT. If the wallet contains identification or payment cards, contact the relevant issuer immediately while the airport search proceeds. Do not include full card numbers or account passwords in a public description.
You need help getting from a parking deck to the terminal
Use the continuous accessible shuttle service and call Parking Assistance at 704-359-4038 if you cannot locate a stop or need operational help. If you are assisting a passenger in the Hourly Parking Deck, account for the 15-minute grace period and the stated $8-per-hour, $32-daily maximum policy.
Before your next trip: a practical preparation checklist
- Save CLT Airport Information/Paging (704-359-4013), Visitor Info Center (704-359-4027), Parking Assistance (704-359-4038), airport emergency assistance (704-359-4012) and TSA Cares (855-787-2227) in your phone.
- Ask the airline in advance for wheelchair, lift, connection or minor-escort assistance, and describe your functional needs accurately.
- Request TSA Cares help at least 72 hours before departure when screening support may be needed.
- Keep your flight number, confirmation code, bag-tag number and airline customer-service details accessible offline.
- Photograph valuable items, record serial numbers and use a unique luggage tag before entering the airport.
- Save the CLT Lost and Found Reporting Form location so you can submit a report quickly if an item disappears.
- Build extra time into connections when you need an attendant, an aisle chair, a lift or a special screening accommodation.
The key distinction is responsibility: CLT handles airport facilities and general routing, airlines handle aircraft and passenger-service obligations, TSA handles screening, and concession operators handle property left in their businesses. Match the problem to that responsibility, give the exact location and time, and use 911 whenever a situation threatens life or safety.
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