(UNITED STATES) The U.S. Department of Transportation has launched a new online platform to handle airline service complaints, promising faster responses and better transparency for travelers. The system, called the Aviation Consumer Experience Reporting System (ACERS), went live in mid-August 2025 and is operated by the Office of Aviation Consumer Protection (OACP). USDOT says ACERS replaces outdated tools with a single portal where people can submit complaints, comments, and compliments, then track the status of their case as it moves through the process.
For passengers who need help with refunds, delays, lost baggage, or disability and discrimination issues, the change is designed to cut wait times and make each step easier to follow.
Department goals and key features
Transportation Secretary Sean Duffy framed the upgrade as a direct response to traveler frustration with legacy systems.
“By modernizing our technology and getting rid of outdated legacy systems, we can better serve the traveling public,” Duffy said.
USDOT emphasizes several new or improved features:
– Automatic notifications that confirm when a complaint is filed and provide updates as the case moves.
– A single portal replacing multiple legacy tools so consumers can submit and track complaints in one place.
– Integration of ACERS data into USDOT oversight to spot trends and support enforcement.
How the new complaint process works
The process is built around clear milestones and is straightforward to use:
1. Access the portal through OACP and USDOT links, then open the ACERS form.
2. Enter flight details, describe the problem, and provide contact information.
3. Receive an automatic acknowledgment confirming your submission.
4. The complaint is logged and, when appropriate, sent to the airline or ticket agent for response.
5. Airlines must acknowledge complaints within 30 days and provide a substantive written reply.
6. For disability and discrimination complaints, DOT reviews responses from both the traveler and the carrier to decide if a violation occurred.
7. For other complaints, the department can launch targeted reviews or use the data to spot patterns that may support future enforcement.
Filing options and contact details
The department urges travelers to try to resolve problems directly with their airline before filing with USDOT. When that fails, ACERS offers a faster route with better visibility.
- To start a case online, use the ACERS Consumer Portal hosted by OACP:
https://airconsumer.dot.gov/consumer/s/oacp-form - To file by mail:
- Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590
- For urgent safety or security matters, call TSA at 1-866-289-9673
Oversight, reporting, and enforcement
OACP will feed ACERS data into the department’s oversight work to identify trends across airlines and ticket agents, guiding targeted investigations and possible enforcement when laws are not followed.
- The monthly Air Travel Consumer Report will continue and now draw on more timely ACERS data, improving clarity and month-to-month comparisons.
- If particular problems spike (e.g., refund complaints or wheelchair assistance issues), OACP can focus reviews, issue warning letters, impose penalties, or pursue new rules based on patterns revealed by the data.
Regulatory analysts note that better, real-time data supports fairer and more current oversight compared with delayed snapshots.
Background and stakeholder response
The launch follows criticism of the old complaint pipeline, which relied on manual processing and delayed updates. Key milestones in the modernization effort:
– Modernization push began in late 2023
– Stakeholder consultations in 2024
– Pilot testing prior to the August 2025 rollout
Reactions so far:
– Consumer groups largely welcomed the change for improved transparency and the ability to follow a case without repeated phone calls or emails (analysis by VisaVerge.com).
– Airlines and ticket agents see benefits in a single portal but warn that higher complaint volumes could increase administrative pressure.
What remains the same — and what’s now more visible
The core rules for carriers remain unchanged:
– Acknowledgment within 30 days
– A meaningful written response
What’s different is visibility: with ACERS, passengers can see where their case stands without guessing or waiting for a manual update. For disability and discrimination issues, DOT’s direct review of both parties’ responses aims to bring more consistency and support enforcement where warranted.
Planned improvements and review schedule
USDOT plans to continue building on ACERS:
– By early 2026, expect connections to other consumer tools, including real-time flight status and refund tracking.
– The agency will seek ongoing public feedback.
– A formal performance review is scheduled for Q2 2026, examining:
– Processing times
– User experience
– Whether airlines are meeting response standards
Any further policy steps will follow the usual public process.
Practical tips for travelers preparing to file
A few simple steps can help ensure a smoother, faster resolution:
– Try the airline first — many problems are resolved more quickly by the carrier.
– Use the online portal for the quickest process and clearer updates.
– Keep and upload supporting documents: tickets, receipts, emails, chat logs.
– Monitor your portal status; if you don’t get an acknowledgment or timely response, follow up.
Benefits, limitations, and stakes
- Consumer advocates stress that passenger protections only matter if carriers meet their obligations; ACERS’ tracking and automatic alerts help create a verifiable record of each step and deadline.
- Industry representatives caution that a surge in submissions could strain back-office resources but acknowledge that a standardized system should reduce confusion and inconsistent responses over time.
For many travelers — immigrants visiting family, international students, or new residents — mishandled refunds or mobility devices have real consequences. USDOT’s message: ACERS offers a clearer path to raise problems and get answers, and it gives the department data to hold carriers accountable.
ACERS is not a magic fix, but it is a practical upgrade: automatic notifications, clear 30-day response requirements, DOT review for civil rights issues, and the ability to track the status of each case set a higher bar for accountability across the airline industry. USDOT and OACP will now have the data needed to see what’s working, what isn’t, and where stronger action may be needed.
This Article in a Nutshell
The USDOT launched ACERS in mid-August 2025, replacing legacy complaint tools. Travelers can file complaints, receive automatic acknowledgments, track case status, and expect airline responses within 30 days. OACP will use ACERS data to identify trends, improve enforcement, and integrate further consumer tools by early 2026.
