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Title 49 — TransportationRelease 119-73not60

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

Title 49 › Subtitle SUBTITLE VII— AVIATION PROGRAMS › Part A— AIR COMMERCE AND SAFETY › Subpart ii— economic regulation › Chapter 423— PASSENGER AIR SERVICE IMPROVEMENTS › § 42307

Last updated Apr 5, 2026|Official source

Summary

Require airlines that sell tickets for scheduled passenger flights on planes originally built with 30 or more seats to offer live customer help. They must keep either a phone line with live agents, a chat option that connects you to a live agent within a reasonable time when possible, or a monitored text number that lets you talk directly to a live agent. These services must be free and available all the time. The Secretary must write rules if needed, but airlines must follow this rule starting 120 days after the law was passed.

Full Legal Text

Title 49, §42307

Transportation — Source: USLM XML via OLRC

(a)(1)A covered air carrier that operates a domestic or international flight to, from, or within the United States shall maintain—
(A)a customer service telephone line staffed by live agents;
(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)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)The Secretary shall promulgate such rules as may be necessary to carry out this section.
(c)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)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

Apr 5, 2026

Release point: 119-73not60