---
kind: "section"
citation: "49 U.S.C. § 42307"
title: "49"
title_heading: "Transportation"
number: "42307"
heading: "Requirement to maintain a live customer chat or monitored text messaging number"
release: "119-102"
date: "2026-07-12"
url: "https://uscodex.org/usc/49/42307"
units:
  - "Subtitle VII — Aviation Programs"
  - "Part A — Air Commerce and Safety"
  - "Subpart ii — economic regulation"
  - "Chapter 423 — Passenger Air Service Improvements"
---

# §42307. Requirement to maintain a live customer chat or monitored text messaging number

- (a) **Requirement.—**
  - (1) **In general.—** A covered [air carrier](/usc/49/40102.md?p=a-2) that operates a domestic or international flight to, from, or within the [United States](/usc/49/40102.md?p=a-46) 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)](#a-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](/usc/49/40102.md?p=a-2)” means an [air carrier](/usc/49/40102.md?p=a-2) that sells tickets for scheduled passenger [air transportation](/usc/49/40102.md?p=a-5) on an [aircraft](/usc/49/40102.md?p=a-6) 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](/usc/49/40102.md?p=a-2) shall comply with the requirement specified in [subsection (a)](#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.

## Source credit

(Added Pub. L. 118–63, title V, § 505(b)(1), May 16, 2024, 138 Stat. 1191.)

## Notes

### 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.