DOT TERMINATES AVIATION CONSUMER HOTLINE RULEMAKING
September 10, 2025
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On August 19, 2025, the Department terminated a rulemaking which would have required covered carriers to display a consumer complaints toll-free hotline telephone number on their websites and at airports. The rule would have required carriers to include the following on their websites: (1) the toll-free hotline number; (2) the email address, telephone number, and mailing address of the carrier for the submission of complaints by passengers about air travel service problems; and (3) DOT Office of Aviation Consumer Protection’s web and mailing addresses where passengers could submit complaints about air travel service problems. Before the Department finalized this rulemaking, Congress eliminated the aviation consumer hotline requirement via the FAA Reauthorization Act of 2024. Given the fact that Secretary Duffy and the Trump administration are focused on deregulation, DOT terminated this rulemaking because there is no longer statutory authority for the aviation consumer hotline requirement.
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