Accused of Violating Rights of Disabled Passengers

American Airlines has been hit with a $50 million fine after an investigation revealed that it had been repeatedly violating the rights of passengers with wheelchairs. This is the largest penalty to date of its kind.

The multi-agency investigation, commanded by the US Department of Transportation and the Department of Justice Civil Rights Division, highlighted “numerous serious violations” of regulations intended to protect disabled passengers from 2019 to 2023.

One of the focal points of the case was how American staff handled wheelchairs. This was showcased in a TikTok post from November 2023 that showed the airline’s baggage handlers carelessly tossing a wheelchair down a jetway chute, causing it to front flip over the end railing.

Several occasions of improper assistance for handicapped customers were also discussed. One passenger even said that they were “made to feel like a piece of luggage” and now refuse to fly.

“The bottom line is that the era of tolerating the poor treatment of wheelchair users on airplanes is over,” stated Transportation Secretary Pete Buttigieg. 

The US Department of Transportation is forcing American Airlines to drop $25 million in “credit” towards the $50 million fine. This will go towards infrastructure upgrades in hopes to lower the amount of damaged wheelchairs. If significant change is not demonstrated, however, the carrier will be required to chalk up the remaining $25 million.

American Airlines assured that it has spent nearly $200 million this year alone for “services, infrastructure, training and new technology.” It suggests that these efforts have already caused a 20% improvement in its wheelchair handling.

“Despite these improvements, there are instances where the service the airline provides is disrupted, untimely, or results in harm to the passenger or their equipment,” the carrier admitted. “American takes all these complaints and claims seriously and works hard to remediate them.”

The Department of Transportation is currently handling investigations into similar complaints regarding other US-based airlines.

FMI: www.aa.com