Please see the email below ACB received from the Department of Transportation concerning air travel.
Dear Disability Advocates:
The Department’s Office of Aviation Consumer Protection (OACP) is excited to announce that it will launch the Aviation Complaint, Enforcement, and Reporting System (ACERS), a modernized web-based system, on August 1, 2025, at 9 a.m. EST. This launch of ACERS will focus solely on the submission and handling of new air travel service complaints. The Department previously relied on an outdated consumer complaint application system developed in the 1990s to do its work.
We expect that ACERS will make it easier for consumers to file air travel service complaints, enhance security and privacy protection of aviation consumer data, make it more efficient for airlines and ticket agents to handle consumer complaints, and enable the Department’s Office of Aviation Consumer Protection (OACP) to better assist the thousands of consumers who file complaints each year. Upon launch, consumers will be able to file air travel service complaints, comments, and compliments by accessing the Consumer Portal. Airlines and Ticket Agents will receive these submissions in real time in the ACERS Aviation Industry Portal and through the email address that they selected for notifications when registering for ACERS.
The permanent URL to access the Consumer Portal of ACERS is https://airconsumer.dot.gov/consumer. Should consumers experience technical issues while using ACERS, they can report these issues to us through the “Technical Support” feature on the ACERS Consumer Portal. We also ask that you contact OACP through Peter Cacioppo at peter.cacioppo@dot.gov if you should become aware of any problems. We plan to host a virtual information session with disability rights advocates at 10 a.m. EST on August 11, 2025, to field general questions and obtain feedback on ACERS. An outlook meeting request and Zoom link to join this session will follow this email. Please inform us of any needed accessibility accommodation for the August 11 meeting no later than close of business on August 4, 2025.
Thank you for your continued partnership.
Regards,
Blane A. Workie
Assistant General Counsel
Office of Aviation Consumer Protection
U.S. Department of Transportation
Posted on August 1, 2025