USDOT launches modernised air travel complaint system to replace 1990s-era technology
August 14, 2025
The US Department of Transportation (USDOT) has launched a new web-based platform for submitting and processing air travel service complaints, replacing a consumer complaint system first developed in the 1990s.
The Aviation Complaint, Enforcement, and Reporting System (ACERS) now serves as the central portal for travellers to file complaints, comments, and compliments about air travel service.
USDOT says the modernisation will streamline the process for both travellers and industry
Under the old system, airlines and ticket agents could wait more than a month to receive consumer submissions. With ACERS, those submissions will now be delivered instantly through the Aviation Industry Portal and by email, allowing companies to respond more quickly.
The agency says ACERS will improve the customer experience for the tens of thousands of travellers who submit complaints against airlines and other air travel service providers each year. It will also provide faster access to information on air travel consumer rights and make the complaint-handling process more efficient for the aviation industry.
“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 By modernising our technology and getting rid of outdated legacy systems, we can better serve the travelling public and maximise efficiencies,” said US Secretary of Transportation Sean P. Duffy.
In addition to faster processing times, ACERS incorporates enhanced security and privacy protections for consumer data, addressing long-standing concerns with the legacy platform.
The USDOT encourages travellers to use the new portal for any issues related to air travel service, as well as to submit feedback and compliments.
The most common consumer complaints against airlines operating in the US
The USDOT publishes a monthly Air Travel Consumer Report (ATCR) sharing data on airline on-time performance, mishandled baggage, and mishandled wheelchairs and scooters. The report also includes information about air travel complaints, inquiries, and opinions submitted to DOT.
In the most recent report, the DOT reported processing a total of 6,552 consumer complaints in May, with 4,951 filed against US carriers and 1,369 against foreign carriers. The balance includes complaints filed against travel agents and miscellaneous complaints.
- American Airlines had the most complaints filed against it among US carriers by far, with a total of 1,574 registered complaints. United Airlines had the second-highest complaint record with a total of 832. Delta Air Lines ranked third highest with 684 complaints.
- Among foreign carriers, Turkish Airlines and Lufthansa were tied in first place, each with 106 complaints filed. Air France came in a close second, with 105 complaints filed against it. Avianca and British Airways are tied in third place, receiving 61 complaints each.
- There were 238 civil rights consumer complaints related to disability, and 21 complaints related to discrimination.
TSA consumer complaints
The DOT also reports on complaints filed against the Transportation Security Administration. Consumers filed a total of 18,547 complaints against the TSA in May, with the highest number of these (14,653) related to security screening processes. Air travellers also filed 1,060 complaints regarding TSA courtesy and 779 complaints related to civil rights violations.
The TSA screened around 77.3 million passengers at checkpoints and 42.6 million checked bags at baggage screening locations in May.
Considering the number of airline passengers processed during the month, the complaint figures for airlines and the TSA are very low.
Future reports will show whether the figures rise as the new ACAR system makes it easier for air travellers to report issues, and faster for airlines to resolve.
