American Airlines has been fined $50 million for multiple violations of the law around protecting disabled passengers.
The violations happened between 2019 and 2023. They included inadequate physical assistance for wheelchair users, leading to injuries and undignified treatment.
The company also failed to promptly return wheelchairs, sometimes damaging them, leaving passengers without essential mobility devices.
Holding Airlines Accountable
U.S. Transportation Secretary Pete Buttigieg he said the penalty marks a turning point for airlines’ treatment of passengers with disabilities.
He said:
“The era of tolerating poor treatment of airline passengers with disabilities is over.
“With this penalty, we are setting a new standard of accountability for airlines that violate the civil rights of passengers with disabilities. By setting penalties at levels beyond a mere cost of doing business for airlines, we’re aiming to change how the industry behaves and prevent these kinds of abuses from happening in the first place.”
He added the fine aims to change industry behavior by making penalties more than just a “cost of doing business.”
DOT regulations mandate airlines promptly return wheelchairs in the condition they were received and provide passengers with disabilities with timely assistance during boarding, deplaning, and navigating the airport.
Failure to comply with these rules, especially on domestic flights, is regarded as a failure to provide safe and adequate service.
In July 2022, the DOT introduced the Airline Passengers with Disabilities Bill of Rights to help passengers understand their rights. This new enforcement action against American Airlines signals the DOT’s commitment to ensuring those rights are upheld.
Investigations Reveal Widespread Violations
The DOT’s investigation uncovered a large number of complaints from passengers with disabilities, including formal complaints from the Paralyzed Veterans of America.
The department also reviewed wheelchair mishandling incidents, including a widely publicized event at Miami International Airport where an airline worker dropped a wheelchair down a baggage ramp.
American Airlines was one of the worst offenders among US airlines in terms of mishandling wheelchairs and scooters. The investigation revealed numerous violations over the four-year period.
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Industry-Wide Problem
While American Airlines has been singled out in this instance, the issue is not isolated to one carrier. The DOT is actively investigating similar violations across other US airlines.
The $50 million fine imposed on American Airlines is 25 times larger than any previous DOT penalty for disability-related violations, setting a new standard for enforcement.
Significant Reforms Ahead
Of the $50 million penalty, American Airlines must pay $25 million directly to the US Treasury. The airline will also receive credit for the remaining $25 million if it invests in measures to prevent future incidents, including:
- Upgrading equipment to minimize wheelchair damage
- Implementing a systemwide wheelchair tagging system to track and return devices more efficiently
- Deploying employees at major airports to coordinate wheelchair handling across its network
- Compensating passengers affected during the period under investigation
If American Airlines fails to make these improvements, the additional $25 million will also be paid to the Treasury.
A New Era for Disability Rights in Air Travel
This unprecedented penalty marks a new chapter in how the DOT will hold airlines accountable for protecting the rights of passengers with disabilities.
With other investigations ongoing, airlines across the U.S. may soon face similar scrutiny and be forced to implement reforms to ensure safe and dignified travel for all passengers.
