DOT PROVIDES UPDATE ON NEW CONSUMER COMPLAINT FORM
March 20, 2026
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On February 20, 2026, DOT’s Office of Aviation Consumer Protection informed U.S. and foreign air carriers that a revised consumer complaint form was launched in early February 2026 via the Aviation Complaint, Enforcement, and Reporting System (“ACERS”). The updated complaint form was requested after OACP realized that passengers were inaccurately classifying complaints since the launch of ACERS in August 2025. Inaccurate classifications resulted in complaints which were improperly attributed to U.S. and foreign air carriers. To reduce the likelihood of passengers filing inaccurate complaints, DOT modified the complaint format and launched the new form on February 10, 2026. Should carriers continue to receive complaints from passengers which appear to be erroneously classified, DOT asks that impacted carriers contact OACP via email to remedy miscategorizations (oacp@dot.gov).
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