DOT Unveils New Air Travel Complaint System

The U.S. Department of Transportation has launched a modernized platform to handle passenger grievances with airlines and ticket agents. The new Aviation Complaint, Enforcement, and Reporting System (ACERS) replaces the department’s outdated system, which had been in place since the 1990s.

ACERS introduces a streamlined, digital-first process that allows passengers to submit complaints and comments online. Once filed, the information is transmitted instantly to airlines and ticket agents through email and a secure digital portal. This marks a significant upgrade from the previous system, where complaints could take more than a month to reach the relevant party, often delaying resolutions.

The update comes amid growing public scrutiny of airline service quality, cancellations, and refund processing. By enabling faster communication, ACERS is expected to improve accountability and ensure passengers receive more timely responses to their concerns. Airlines will also have greater visibility into customer issues, allowing them to address problems before they escalate further.

For regulators, the system enhances the Department of Transportation’s ability to track complaints, analyze industry trends, and enforce consumer protection rules. The improved reporting process is designed to provide clearer insights into recurring issues, helping shape future policies to safeguard travelers.

With air travel volumes continuing to rise, the launch of ACERS represents an important step toward improving transparency and responsiveness in the aviation industry. For passengers, the system offers a faster, more efficient way to ensure their voices are heard and their travel concerns addressed.

Sources: AirGuide Business airguide.info, bing.com