Sec. 505. ACCESS TO CUSTOMER SERVICE ASSISTANCE FOR ALL TRAVELERS
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## SEC. 505 ACCESS TO CUSTOMER SERVICE ASSISTANCE FOR ALL TRAVELERS ###
(a)Findings Congress finds the following: ####
(1)In the event of a cancelled or delayed flight, it is important for customers to be able to easily access information about the status of their flight and any alternative flight options. ####
(2)Customers should be able to access real-time assistance from customer service agents of air carriers without an excessive wait time, particularly during times of mass disruptions. ###
(b)Transparency Requirements ####
(1)Requirement to maintain a live customer chat or monitored text messaging number Chapter 423 of title 49, United States Code, is further amended by inserting after section 42306 the following: > > ## “SEC. 42307 Requirement to maintain a live customer chat or monitored text messaging number > > **[**[49 U.S.C. 42307](/us/usc/t49/s42307)**]** > > > ### “(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) > > 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) 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.” > . ####
(2)Clerical amendment The analysis for chapter 423 of title 49, United States Code, is further amended by inserting after the item relating to section 42306 the following:" “42307. Requirement to maintain a live customer chat or monitored text messaging number.” ".
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Sec. 505
ACCESS TO CUSTOMER SERVICE ASSISTANCE FOR ALL TRAVELERS
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