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Title 49, TransportationRelease 119-110

§42307 Requirement to Maintain a Live Customer Chat or Monitored Text Messaging Number

Title 49 › SUBTITLE VII — AVIATION PROGRAMS › PART A — AIR COMMERCE AND SAFETY › subpart ii — economic regulation › CHAPTER 423 — PASSENGER AIR SERVICE IMPROVEMENTS › § 42307

Last updated Sep 22, 2026|Official source

Summary

Covered air carriers must offer a way for customers to reach a live agent: a staffed phone line, a chat that reaches a live agent reasonably quickly, or a monitored text number to contact a live agent. These services must be free and available. A "covered air carrier" sells scheduled passenger tickets on aircraft originally designed with 30 or more seats. The Secretary must issue rules, and carriers must comply 120 days after the law is passed even if rules aren't ready.

Full Legal Text

Title 49, §42307

Transportation, Source: USLM XML via OLRC

(a)Requirement.—
(1)In general.—
A covered air carrier that operates a domestic or international flight to, from, or within the United States shall maintain— (A)
(B)a customer chat option that allows for customers to speak to a live agent within a reasonable time, to the greatest extent practicable; or
(C)a monitored text messaging number that enables customers to communicate and speak with a live agent directly.
(2)Provision of services.—
The services required under paragraph (1) shall be provided to customers without charge for the use of such services, and shall be available at all times.
(b)Rulemaking Authority.—
The Secretary shall promulgate such rules as may be necessary to carry out this section.
(c)Covered Air Carrier Defined.—
In this section, the term “covered air carrier” means an air carrier that sells tickets for scheduled passenger air transportation on an aircraft that, as originally designed, has a passenger capacity of 30 or more seats.
(d)Effective Date.—
Beginning on the date that is 120 days after the date of enactment of this section, a covered air carrier shall comply with the requirement specified in subsection (a) without regard to whether the Secretary has promulgated any rules to carry out this section as of the date that is 120 days after such date of enactment.

Legislative History

Notes & Related Subsidiaries

Statutory Notes and Related Subsidiaries

References in Text

The date of enactment of this section, referred to in subsec. (d), is the date of enactment of Pub. L. 118–63, which was approved May 16, 2024.

Reference

Citations & Metadata

Citation

49 U.S.C. § 42307

Title 49, Transportation

Last Updated

Sep 22, 2026

Release point: 119-110