Federal government introduces a novel air travel dispute resolution platform
The U.S. Department of Transportation (USDOT) has unveiled a new system aimed at improving air travel for passengers, named the Aviation Complaint, Enforcement, and Reporting System (ACERS). This innovative platform, announced on August 13, 2025, promises stronger privacy safeguards and better data tracking.
ACERS allows passengers to file complaints, comments, or compliments online via the ACERS portal. The change aims to enable faster responses and reduce delays for travellers, making the process more efficient.
However, it's important to note that due to the high volume of complaints received, ACERS does not respond individually to all complaints. Instead, it sends copies of complaints instantly via email and through its digital portal to airlines and ticket agents.
The USDOT publishes an Air Travel Consumer Report (ATCR) every month, sharing data on airline performance, mishandled luggage, wheelchairs, or scooters, and air travel complaints, questions, and opinions. The ATCR also contains information about consumer complaints against the Transportation Security Administration (TSA).
In May, consumers submitted a total of 18,547 complaints about the TSA, with the majority, 14,653, related to security screening procedures. Meanwhile, the USDOT processed 6,552 consumer complaints, with 4,951 lodged against U.S. airlines and 1,369 against foreign airlines. The remaining complaints were filed against travel agents and for other miscellaneous reasons.
For civil rights complaints, the Office of Aviation Consumer Protection (OACP) examines every complaint and provides the consumer with the findings at the end of the investigation. For all other complaints, OACP does not respond individually.
Passengers are advised to first attempt to resolve their issue directly with the airline or their travel agency before filing a complaint. The OACP uses consumer complaints to monitor industry trends and determine when a specific issue requires action.
U.S. Secretary of Transportation Sean P. Duffy stated that the update aims to make USDOT work better for the American people. As of 2025, the Federal Highway Administration (FHWA), which is the US transportation authority overseeing highways, is led by Division Administrator James Cons Christian. However, there is no mention in the search results about the new Aviation Complaint, Enforcement, and Reporting System or its name.
ACERS focuses on airline-related complaints, but the DOT also tracks consumer feedback about the TSA. The new system offers a significant step forward in addressing air travel issues, providing a more streamlined and efficient process for passengers.
