The United States Department of Transportation (USDOT) has introduced a new online platform for managing air travel service complaints, as part of the Aviation Complaint, Enforcement, and Reporting System (ACERS).
The updated system replaces a previous application developed in the 1990s. It allows passengers to submit complaints, comments, and compliments via a consumer portal, with submissions sent to airlines and ticket agents in real time. Under the old process, it could take over a month for submissions to reach the relevant company.
U.S. Secretary of Transportation Sean P. Duffy said:I’m committed to making USDOT work better for the American people. By modernising our technology and getting rid of outdated legacy systems, we can better serve the travelling public and maximise efficiencies.
ACERS also provides an industry portal for airlines and ticket agents to receive and respond to cases more efficiently. The system includes improved data security and privacy measures.
The portal offers access to information on air travel consumer rights and resources for travellers. USDOT expects the platform to be used by tens of thousands of passengers each year.
The consumer portal can be accessed here.
