American Airlines Fined Millions for Mishandling Disabled Passengers
With the number of flights increasing since last year, it seems more people than ever are relying on air travel to get around. Thankfully, airlines are happy to accommodate those who need or want to fly but have special circumstances—or so these companies claim. After an investigation, American Airlines was hit with a massive fine by the U.S. government after determining they not only mishandled wheelchairs but violated the rights of passengers with disabilities too. Keep reading to find out more about the violations and what the company says they are doing to make things right.
What prompted the American Airlines fine?
The U.S. Department of Transportation (DOT) announced on October 23 that they would be fining American Airlines $50 million for repeated violations involving disabled customers using wheelchairs. As CNN reports, these “numerous serious violations” were uncovered via an investigation by the DOT, aided by the Justice Department’s civil rights division.
The investigation found that between 2019 and 2023, the airline violated laws designed to protect passengers with disabilities. Despite so many appalling incidents, the issue only came to light recently after the Paralyzed Veterans of America filed three formal complaints against American.
What were the violations that prompted the American Airlines fine?
During the five-year period, the government was able to confirm there was misconduct from the airline. First, American repeatedly failed to provide prompt wheelchair assistance. On the airline’s website, they state customers can request it to travel to and from a gate or to baggage claim. They also recommend that special assistance be requested in advance, but assure their customers they can simply inform a team member at the airport about their wheelchair needs on the day of travel.
The second violation: Cases of unsafe assistance that led to safety issues and even some injuries. In fact, Transportation Secretary Pete Buttigieg shared with reporters how much the poor treatment affected former customers.
“One traveler with a disability told us in her words, ‘I was made to feel like a piece of luggage, so I do not fly anymore,’” Buttigieg said, according to CNN.
Finally, the wheelchairs themselves were frequently mishandled. This led to damaged or lost chairs, meaning the passengers who needed them were out of options. One infamous example of this, reports USA Today, was in November 2023 when American baggage handlers dropped a wheelchair down a baggage ramp.
This goes against regulations from the DOT. Their website states that they “require airlines to timely return wheelchairs and other mobility devices in the condition in which they were received and to provide passengers with disabilities prompt assistance to get on and off aircraft including moving within the airport.”
What is American Airlines doing to rectify the situation?
Following the investigation and fine, the airline has moved forward with making changes to better improve their treatment of passengers with disabilities. The Associated Press reports that American said it has invested more than $175 million this year towards training, infrastructure and other noticeable steps—all with the goal to improve the travel experience for those customers. The airline also reportedly cut its rate of mishandling wheelchairs and power scooters by more than 20%.
Part of the fine imposed by the DOT is that American must spend $25 million of that total $50 million they owe to further improve the situation, namely with the damaged chairs and infrastructure improvements. As long as they meet that requirement, they will not need to pay the remaining $25 million.
“American takes all these complaints and claims seriously and works hard to remediate them,” the company said in a statement.
How other airlines compare
Though American is currently under fire, they aren’t the only airline who has been found to be guilty of similar actions. Southwest Airlines actually had a higher number of mishandled wheelchairs and mobility scooters than American, according to the Associated Press. Spirit Airlines also had the highest percentage of errors during some of that five-year period.
But American’s fine is the largest to date when it comes to airlines violating disability rights. United Airlines held the previous record with an initial fine of $2 million in 2016.
All of the investigations and punishments for American have been praised, with the hopes that it will ensure future customers are treated better.
“We are pleased to see DOT making such a strong statement for how it will hold airlines accountable for jeopardizing the well-being of passengers with disabilities, particularly wheelchair and scooter users,” Carl Blake, the CEO of Paralyzed Veterans of America, reportedly said in a statement. “We are confident this unprecedented enforcement will make it clear to the entire airline industry that passengers with mobility disabilities deserve to travel with the same level of safety and dignity as everyone else.”
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