American Airlines Fined $50 Million for Poor Treatment of Disabled Passengers

 

American Airlines has been hit with a record fine of $50 million due to its treatment of disabled passengers requiring wheelchair assistance and for damaging thousands of wheelchairs. This penalty follows an investigation by the Department of Transportation (DOT), which uncovered instances of unsafe physical assistance that led to injuries and undignified treatment of wheelchair users.

The investigation revealed that the airline failed to provide timely wheelchair assistance and mishandled or damaged over 10,760 wheelchairs and mobility scooters between 2019 and 2023. Transportation Secretary Pete Buttigieg addressed the media, stating, “The era of tolerating poor treatment of wheelchair users on airplanes is over.” He emphasized that American Airlines appeared to be among the worst offenders, but noted that similar issues exist across the industry. The DOT is currently investigating other airlines as well, although Buttigieg did not disclose their names.

The inquiry was partly spurred by three formal complaints from the Paralyzed Veterans of America against American Airlines. Investigators scrutinized a video from last year at Miami International Airport, which showed workers sliding a wheelchair down a ramp, causing it to crash heavily at the bottom and slide along the concrete.

Federal regulations mandate that airlines return wheelchairs and other mobility devices in the same condition they were received and provide prompt assistance to passengers with disabilities when boarding and disembarking from aircraft.

Carl Blake, CEO of the Paralyzed Veterans of America, expressed satisfaction with the DOT's actions, stating, “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.”

In response to the investigation, American Airlines announced plans to improve its handling of wheelchairs. The airline is investing over $175 million this year in new equipment, training, and other measures aimed at enhancing the travel experience for passengers with disabilities. American Airlines reported a reduction of more than 20 percent in mishandled wheelchairs and power scooters, and noted that complaints now come from fewer than one out of every 1,000 customers using wheelchair assistance.

As part of the penalty, American Airlines will pay $25 million in fines, while receiving credit for another $25 million spent on improving its practices and compensating customers. This fine surpasses the previous record penalty of $2 million against United Airlines in 2016, which was later reduced to $700,000 after United received credit for compensating affected passengers.