USDOT Modernizes Aviation Consumer Complaint System

New system is user-friendly, streamlines complaint submission process

WASHINGTON, D.C. —The U.S. Department of Transportation (USDOT) recently launched a new, modernized web-based system for submitting and handling air travel service complaints as part of the Aviation Complaint, Enforcement, and Reporting System (ACERS). USDOT previously relied on an outdated consumer complaint application system developed in the 1990s to do this work.  

“I’m committed to making USDOT work better for the American people. By modernizing our technology and getting rid of outdated legacy systems, we can better serve the traveling public and maximize efficiencies,” said U.S. Secretary of Transportation Sean P. Duffy.  

Consumers can now quickly and easily file air travel service complaints, comments, and compliments through ACERS’s consumer portal at https://airconsumer.dot.gov/consumer/s/. 

ACERS also makes it more efficient for airlines and ticket agents to process and respond to consumer complaints. 

Thanks to the new system, when a complaint, comment, or compliment is submitted, the airline or ticket agent will receive the submission in real time in the ACERS Aviation Industry Portal and by email. Using the old system, it took over a month for these submissions to be received by industry. 

Additional Information:

ACERS will significantly improve the customer experience for the tens of thousands of consumers who file air travel service complaints with the Department against airlines and other air travel related companies.

Information and resources related to air travel consumer rights are accessible to consumers through the ACERS’s portal. Another benefit of the system modernization is enhanced security and privacy protection of aviation consumer data.

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