On 13 August 2025, the U.S. Department of Transportation (USDOT) unveiled a modernised system for handling air travel complaints, replacing outdated technology from the 1990s. The update is designed to speed up the resolution of passenger issues, strengthen data protection, and improve communication between consumers, airlines, and regulators.
The new Aviation Complaint, Enforcement, and Reporting System (ACERS) allows passengers to file service complaints, comments, or compliments online via the ACERS portal. Unlike the old process—where airlines and ticket agents sometimes waited more than a month to receive copies of complaints—ACERS sends them instantly via email and through its digital portal. This change enables faster responses and reduces delays for travellers.
“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 By modernizing our technology and getting rid of outdated legacy systems, we can better serve the traveling public and maximize efficiencies,” said U.S. Secretary of Transportation Sean P. Duffy.
Some of our air traffic control towers use radars from the 1960s and the operating system we use dates back to 1995 and 2000. We’re dealing with floppy discs and paper strips!
— Secretary Sean Duffy (@SecDuffy) August 13, 2025
The mess we inherited is insane.
Technology has far exceeded what we have so @USDOT is upgrading our… pic.twitter.com/8cBn7Pvygt
Beyond convenience, the department emphasised that the new system offers stronger privacy safeguards and better data tracking. For passengers, this means not only quicker attention to their concerns but also more secure handling of personal information.
The agency suggests that before filing a complaint, travellers should first attempt to resolve their issue directly with the airline or their travel agency. Consumer complaints are useful to the USDOT’s Office of Aviation Consumer Protection (OCAP) because they help the agency monitor industry trends and determine when a specific issue requires action.
According to the agency’s website, OCAP examines every civil rights complaint and provides the consumer with the findings at the end of the investigation. “For all other complaints, OACP is not able to respond to each complaint individually, given the volume of complaints received,” the website notes.
Watch how @USDOT is using the $12.5B from @POTUS’ One Big Beautiful Bill to upgrade America’s air traffic control system and make flying a safer experience for all!⬇️⬇️ pic.twitter.com/Y8mw76sHVf
— U.S. Department of Transportation (@USDOT) August 8, 2025
Additionally, USDOT publishes an Air Travel Consumer Report (ATCR) every month, sharing data on airline performance, mishandled luggage, wheelchairs, or scooters. The report also contains information about air travel complaints, questions, and opinions.
In its latest report, the USDOT stated that it processed 6,552 consumer complaints in May. Of these, 4,951 were lodged against U.S. airlines, and 1,369 were against foreign airlines. The remaining complaints were filed against travel agents and for other miscellaneous reasons.
While ACERS focuses on airline-related complaints, the DOT also tracks consumer feedback about the Transportation Security Administration (TSA). In May, consumers submitted a total of 18,547 complaints about the TSA. The majority of these, 14,653, were related to security screening procedures.
