ACB received this message from our contact at the FAA On April 24.
Dear Advocates:
I am pleased to announce that the Department’s Office of Aviation Consumer Protection will launch the first phase of the “Aviation Complaint, Enforcement, and Reporting System” (ACERS) at 9 am EST on Friday, August 1, 2025.
The first phase of ACERS will focus solely on the complaint submission and handling process. ACERS will make it easy for consumers to file air travel service complaints. Consumers will be able to easily select the area(s) of concern (e.g., disability, refunds, flight cancellation) and provide a narrative containing specific details about their complaint. ACERS will also provide airlines and ticket agents real time access to air travel service complaints, comments, and compliments filed by consumers. Further, ACERS will enable our office to better spot trends or areas of concern and ensure that airline passengers are treated fairly.
We look forward to working with you as we prepare to go live with first phase of ACERS in August.
Regards,
Blane
Blane A. Workie
Posted on April 24th, 2025