The U.S. Department of Transportation (USDOT) has introduced a new web-based system for handling air travel service complaints. This development is part of the Aviation Complaint, Enforcement, and Reporting System (ACERS). The previous system was an outdated application from the 1990s.
U.S. Secretary of Transportation Sean P. Duffy said, "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 By modernizing our technology and getting rid of outdated legacy systems, we can better serve the traveling public and maximize efficiencies."
The new ACERS consumer portal allows consumers to file complaints, comments, and compliments quickly at https://airconsumer.dot.gov/consumer/s/. Airlines and ticket agents will now receive submissions in real time through the ACERS Aviation Industry Portal and by email, compared to over a month with the old system.
ACERS aims to improve customer experience for those filing complaints against airlines and related companies. It also provides information on air travel consumer rights and enhances security and privacy protection of consumer data.
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